<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
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</style><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting Account Manager Types</strong></span></p><p><span style="font-size: 11pt;"><strong>- Functionality Available per Account Manager Type</strong></span></p><p data-pasted="true"><br></p><p><br></p><p><span style="font-size: 11pt;"><strong>R</strong><strong>elated Guides:</strong></span></p><ul><li><span style="font-size: 11pt;"><strong><a href="https://usehalo.com/haloitsm/guides/2743" target="_blank" rel="noopener noreferrer">Cc and Bcc Email Configuration</a><br></strong></span></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Setting Account Manager Types</strong></span></p><p>Multiple types of Account Manager field can be set against a client's profile. Within the "Details" tab, open the "Assigning and Account Manager" dropdown to see the list and options.</p><p><br></p><p data-pasted="true">The following Account Manager types can be set against the client, and each base use-case is outlined alongside it.</p><p><br></p><ul><li data-pasted="true"><span style="font-size: 11pt;"><strong>Primary Agent:</strong> The main point of contact handling day-to-day issues directly.<br></span></li><li><span style="font-size: 11pt;"><strong>Secondary Agent: </strong>A backup or supporting agent who assists the Primary Agent and steps in when they're unavailable.<br></span></li><li><span style="font-size: 11pt;"><strong>Account Manager:</strong> Nurtures the existing relationship with the client.<br></span></li><li><span style="font-size: 11pt;"><strong>Regional Manager:</strong> Leads a regional team, and can provide escalation support.<br></span></li><li><span style="font-size: 11pt;"><strong>Logistics Manager:</strong> Coordinates the operational and delivery processes.<br></span></li><li><span style="font-size: 11pt;"><strong>Sales Representative: </strong>Focuses on identifying upsell opportunities within existing accounts.<br></span></li><li><span style="font-size: 11pt;"><strong>Account Owner: </strong>Holds ultimate responsibility for the client success, and the final escalation point for major decisions.<br></span></li><li><span style="font-size: 11pt;"><strong>CXM Lead: </strong>Leads the client experience and drives changes that improve satisfaction and retention.</span></li></ul><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1ZmEyZGU2LWM1MTQtNGViNS1iNTdiLWZhNmFiZmY3MDkyOSJ9.zRbMy3rsYjsUC9Ime4PANCVJLTmK_JXPoyCmM8jRF-U" class="fr-fic fr-fil fr-dib" width="1692" style="width: 1694px; height: 818.536px;" height="819"></span></p><p><strong><span style="font-size: 10pt;">Fig 1. Account Manager fields on a client</span></strong></p><p><br></p><p>If you can only see "Primary Agent", "Secondary Agent" and "Account Manager", go to Configuration > Users > General Settings, and ensure "Show additional agent assigning options in Customer settings tab" is enabled.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmNmE1YjkzLTE4NDYtNGEzMy1iYTg4LWQ2OWRjZTMxOGZhNCJ9.NYZAqKPYHYCqTs2nRxLETOfCAU3pnD5Ut4DzMEuAXjA" class="fr-fic fr-fil fr-dib" width="1393" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 2. Enabling rest of the Account Manager types</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Functionality Available per Account Manager Type</span></strong></p><p><span style="font-size: 11pt;">Due to their varied roles, each of these Account Manager options have different functionality available to them. The table below sets out the differences.</span></p><style>
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img.fr-dib {
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img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
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span.fr-emoticon.fr-emoticon-img {
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}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
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table.grid td,
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.fr-fic.fr-dib {
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.fr-fic.fr-dib.fr-fir {
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.fr-fic.fr-dib.fr-fil {
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.fr-fic.fr-dii {
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.fr-fic.fr-dii.fr-fil {
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.fr-fic.fr-dii.fr-fir {
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img.fr-dib {
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img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
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img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
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blockquote {
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blockquote blockquote {
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blockquote blockquote blockquote {
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table.grid {
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table.grid td,
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.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
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.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
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.fr-fic.fr-dii {
float: none; margin: 5px auto;
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.fr-fic.fr-dii.fr-fil {
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.fr-fic.fr-dii.fr-fir {
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img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
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span.fr-emoticon.fr-emoticon-img {
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}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
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blockquote blockquote {
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}
blockquote blockquote blockquote {
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}
table.grid {
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table.grid td,
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.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
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.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
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.fr-fic.fr-dii {
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.fr-fic.fr-dii.fr-fil {
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.fr-fic.fr-dii.fr-fir {
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img.fr-dib {
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img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
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img.fr-rounded {
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</style><style>
p {
margin: 0;
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span.fr-emoticon.fr-emoticon-img {
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span.fr-emoticon {
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.fr-fic.fr-dib.fr-fir {
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.fr-fic.fr-dib.fr-fil {
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.fr-fic.fr-dii {
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.fr-fic.fr-dii.fr-fil {
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}
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}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
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p {
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span.fr-emoticon.fr-emoticon-img {
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}
span.fr-emoticon {
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blockquote {
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blockquote blockquote blockquote {
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}
table.grid td,
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.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
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.fr-fic.fr-dib.fr-fil {
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.fr-fic.fr-dii.fr-fir {
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img.fr-rounded {
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</style><style>
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span.fr-emoticon {
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blockquote {
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}
blockquote blockquote {
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}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0; font-family: "Poppins", sans-serif, "Roboto";
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
.styled-table thead tr th:first-child {
width: 28em; min-width: 28em; max-width: 28em; word-break: break-word;
}
.styled-table thead tr th:nth-child(2) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table thead tr th:nth-child(3) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table thead tr th:nth-child(4) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table thead tr th:nth-child(5) {
width: 8em; min-width: 8em; max-width: 8em; word-break: break-word;
}
.styled-table {
border-radius: 5px;border-collapse: collapse; margin: 25px 0; font-size: 1rem; font-family: "Poppins", sans-serif, "Roboto"; width: 100%; box-shadow: 0 0 20px rgba(0, 0, 0, 0.15);
}
.styled-table thead tr {
text-align: left;border-radius: 5px;
}
.styled-table th {
border-radius: 5px; padding: 12px 15px;
}
.styled-table td {
padding: 12px 15px;
}
.styled-table tbody tr {
border-bottom: 1px solid #dddddd;
}
.styled-table tbody tr:nth-of-type(even) {
background-color: #fafafa;
}
.styled-table tbody tr:last-of-type {
border-bottom: 2px solid $orcolor;
}
.tick-icon {
font-size: 50px; color: green;
}
.cross-icon {
font-size: 15px; color: red; text-align: center;
}
</style><p><br></p><table class="styled-table grid" style="width: 100%; height: 1076px;"><colgroup><col style="width: 14.2518%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 10.6624%;"></colgroup><colgroup><col style="width: 11.1111%;"></colgroup><tbody><tr style="height: 51px;"><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Functionality</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><div style="text-align: center;"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Primary Agent</span></strong></div></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Secondary Agent</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Account Manager</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Regional Manager</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Logistics Manager</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Sales Representative</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Account Owner</span></strong></td><td style="text-align: center; background-color: rgb(0, 204, 248);"><div style="text-align: center;"><span style="color: rgb(255, 255, 255);"> <span style="font-size: 12pt;"><strong>CXM Lead</strong></span></span></div></td></tr><tr><td>Can be shown in the user details on tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></td></tr><tr><td>Can be automatically assigned all tickets</td><td><div style="text-align: center;" id="isPasted"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" id="isPasted"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓ <br></span></strong></span><span style="font-size: 11pt;"><strong><span style="color: rgb(97, 189, 109);">(Sales Only)</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be set as the default agent on ticket rules</td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td></tr><tr><td>Can be set as the default agent on ticket types</td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be set as the default agent on ticket templates, scheduled tickets or automated tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be set as the default agent on actions</td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div style="text-align: center;" id="isPasted"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be automatically added as an additional agent on tickets</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be used as filter criteria in ticket lists or filter profiles</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be added as a column to ticket column profiles</td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be added as a column to client column profiles</td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be notified for new tickets logged</td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td><div class="cross-icon">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be notified for agent updates on tickets</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div class="cross-icon">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div class="cross-icon">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be used as an activity feed view</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td></tr><tr><td>Can be used as filter criteria for dynamic distribution lists</td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td><td style="text-align: center;"><div data-pasted="true">❌</div></td></tr><tr><td>Can be used to filter the "Ready for Invoicing" screen</td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div data-pasted="true" style="text-align: center;">❌</div></td><td><div style="text-align: center;" data-pasted="true"><span style="font-size: 18pt;"><strong><span style="color: rgb(97, 189, 109);">✓</span></strong></span></div></td><td style="text-align: center;"><div data-pasted="true" style="text-align: center;">❌</div></td></tr></tbody></table><p><br></p><p><strong><span style="font-size: 12pt;">Show in the "End-User Details" section on a Ticket</span></strong></p><p data-pasted="true">Agents can be show in the "End-User Details" section on a Ticket if they are one of the Account Manager types on the client that the user is against.</p><p><br></p><p data-pasted="true">Navigate to Configuration > Users > General Settings, and enable "Show All Account Management/Contact information on the Details tab of Customer and Tickets".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhM2JiM2YyLTI5YWYtNDczMi04ZjFkLTNlMjUwOTg5ZTNjMSJ9.lCo_XidEpkpdWi06mUCXyIveGhYUdh4vx8u4rJ6GcOQ" class="fr-fic fr-fil fr-dib" width="1396" height="453"></p><p><strong><span style="font-size: 10pt;">Fig 3. Showing Account Manager information on tickets</span></strong></p><p><br></p><p>When viewing a ticket against that client, you will see any of the assigned Account Manager types in the "End-User Details" section.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg3NzI3MGI3LTJhN2UtNGY0Zi1hMTg5LTIwZTVkOGIxNDBkMyJ9.IGiu8bFsGXoj-faBi_2vcMJZ9iYuYZn3tI5LCon3p-Y" class="fr-fic fr-fil fr-dib" width="579" height="801"></p><p><strong><span style="font-size: 10pt;">Fig 4. Account Manager on a ticket</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Automatically Assign All Tickets</span></strong></p><p data-pasted="true">Agents can be automatically assigned all tickets from a certain client.</p><p><br></p><p>Ensure either the "Sales Representative" field is set, or "Assign new Tickets to the Primary/Secondary Agent" is enabled. This is found on the Details tab of the client, in the same "Assigning and Account Manager" dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJmNGRlOGUxLTVjMDQtNDcwNC04ZTg2LTAzODgxNDMyOWE4NiJ9.w0tCmgUg989WxvjkZOcgsSi5xHiu7v69ZKrO66bn664" class="fr-fic fr-fil fr-dib" width="1692" style="width: 1694px; height: 688.212px;" height="688"></p><p><strong><span style="font-size: 10pt;">Fig 5. Setting all tickets to be assigned to certain Account Manager types</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from a Ticket Rule</span></strong></p><p data-pasted="true">Agents can be set as the default assigned agent from a ticket rule outcome.</p><p><br></p><p>Navigate to Configuration > Tickets > Rules. In the "Outcome" section, set the "Agent" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjZDEwYjg1LWFiZWQtNGRjYy1hMTk0LTFkMjhiZDE5YzkwOSJ9.KWXl6DsClA2rGS2Y0hfe3pqadI1vVO8P4LPwpWdpVmQ" class="fr-fic fr-fil fr-dib" width="1694" style="width: 1696px; height: 416.683px;" height="417"></p><p><strong><span style="font-size: 10pt;">Fig 6. Assigning from a ticket rule</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from a Ticket Type</span></strong></p><p data-pasted="true">Agents can be set as the default assigned agent from a ticket type.</p><p><br></p><p>Navigate to Configuration > Tickets > Ticket Types. In the "Defaults" tab, set the "Agent" field.</p><p><br></p><p><strong><em>Note: If you have any ticket rules or templates that apply after, the defaults here will be overwritten.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcyNzRjMmFiLThlMzctNDMyYS05NjY0LWRkMzE4ZGUxYjU3OSJ9.hLbJxreokLhB_P61or1E3F7YqRgKFQoxfy9fQypOKy0" class="fr-fic fr-fil fr-dib" width="1697" style="width: 1699px; height: 514.404px;" height="514"></p><p><strong><span style="font-size: 10pt;">Fig 7. Assigning from a ticket type default</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from a Template, Scheduled Ticket or Automated Ticket</span></strong></p><p data-pasted="true">Agents can be set as the default agent against a ticket template, scheduled ticket, or automated ticket.</p><p><br></p><p>Navigate to:</p><p><br></p><ul><li>Configuration > Tickets > Templates,</li><li>Configuration > Tickets > Scheduled Tickets, or</li><li>Configuration > Tickets > Automated Tickets</li></ul><p><br></p><p>In the "Values" tab, set the "Agent" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5MzFiNmRhLTU5YjQtNDRmYS05MWU1LTY1M2M1ZWY1NGY2OCJ9.vsQtRg1_BEiO_7voFo9ZEZKk56CewJZq3AMzGsObl4I" class="fr-fic fr-fil fr-dib" width="1697" style="width: 1699px; height: 505.15px;" height="505"></p><p><strong><span style="font-size: 10pt;">Fig 8. Assigning from a template</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Assign from an Action</span></strong></p><p data-pasted="true">Agents can be reassigned tickets from the default agent set against an action (but not within the "Agent" dropdown on an action manually).</p><p><br></p><p>Navigate to Configuration > Tickets > Actions. In the "Outcome" section, set the "Agent" field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwYzJhZjVhLWM5ZjMtNGQ3Yi1iMjA2LTdjODJjY2FjMjU5ZiJ9.QFxU-i1tderxVyTSQIUjauAnH5jcXoAUtrGHjMkfYwk" class="fr-fic fr-fil fr-dib" width="1700" style="width: 1702px; height: 543.93px;" height="544"></p><p><strong><span style="font-size: 10pt;">Fig 9. Assigning from an action</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Automatically add as an Additional Agent</strong></span></p><p data-pasted="true">Agents can be automatically added as an additional agents on tickets logged against that client.</p><p><br></p><p>Navigate to Configuration > Tickets > General Settings, and ensure "Show an option to multi-select additional Agents on Tickets" enabled. Further down, this will then show the option to add agents as additional agents automatically.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2ZjBjYmIyLWIwM2EtNDdiNS1iYTQ2LTgzODgxMDYxOTllNyJ9.SiRlHZsiHwmwjqUHmiZuoK9DkQBDlNreDULNSrIuZuw" class="fr-fic fr-fil fr-dib" width="1402" height="421"></strong></p><p><strong><span style="font-size: 10pt;">Fig 10. Adding additional agents automatically</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Notify of new Tickets logged and Agent Updates</span></strong></p><p>Agents can be automatically CC'd on agent actions that send an email, and they will also receive the same "New Ticket Logged" acknowledgement email when a user under that client logs a ticket. </p><p> </p><p data-pasted="true">Navigate to Configuration > Users > General Settings, and ensure "Enable Account Manager emails" is checked.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkOWMwZmRkLTZjOGQtNGFkNS1hMTk4LTI5ZDI3OGUxNDk3MSJ9.1oPopGG3UX7fa9y-6cI5qTlJQyXaOZDbpaR_RUn80xY" class="fr-fic fr-fil fr-dib" width="814" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 11. Enabling Account Manager notification emails</span></strong></p><p><br></p><p>A setting of the same name is also on the "Settings" tab of a ticket type, which if disabled, can override the global option above.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxODU5NzVhLWFjNDEtNGI2Ny04N2FmLWZiNjJjYWFmMmQ1ZCJ9.8hsNlYbPBXiufTs0X5zxCQgn6CUWDPtdbBuzGuFB2yw" class="fr-fic fr-fil fr-dib" width="1695" style="width: 1697px; height: 565.41px;" height="565"></p><p><strong><span style="font-size: 10pt;">Fig 12. Account Manager email override per ticket type</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Setting Activity Feed View</span></strong></p><p data-pasted="true">Agents who are an "Account Manager" can view the activity against any client they are set against from the "Feed" side pane.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmMTdlMzA4LTRjNmYtNGIwOS05Yjg0LWMwMjc4OWVlNzM1MiJ9.hMX1rJsTg04PCav5gPSsfm-UJVvF-Vmf7dVOKlgK05Q" class="fr-fic fr-fil fr-dib" width="516" height="561"></p><p><strong><span style="font-size: 10pt;">Fig 13. Account Manager view option</span></strong></p><p><br></p><p>This view can also be set as a default against the agent's profile, in the "Preferences" tab > "Tickets" dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI5M2FlMDE0LWRiMTAtNGVkOC05ZTY1LTlkYjEyZGQzODRjZSJ9.2Voum_GuQKQ9lZAyDIGz-YxFwY2HSyTaFr3kpuEYQz4" class="fr-fic fr-fil fr-dib" width="718" height="861"></p><p><strong><span style="font-size: 10pt;">Fig 14. Setting a default view for the activity feed</span></strong></p><p><br></p><p>In a similar way, "Accounts I Manage" is also available as a ticket list or filter profile criteria, and will show a list of tickets where the logged-in agent is set as the "Account Manager" on that client.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwM2ExYjVlLWMxMGEtNGQ4MC1iYjk0LWFiZWE3Y2RlZWUyYiJ9.I1Yac6MbGb1stnnnSWIWv_MiAUax1LD7x1YMi1J6D3k" class="fr-fic fr-fil fr-dib" width="715" height="517"></p><p><strong><span style="font-size: 10pt;">Fig 15. Accounts I manage filter</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Filter the "Ready For Invoicing" Screen</span></strong></p><p data-pasted="true">Agents can be used to filter views on the "Ready For Invoicing" screen, based on if the client has a certain "Account Manager" or "Account Owner" set.</p><p><br></p><p><strong><em>Note: If using the regular Invoice filters (set in the dropdown above "Account Manager"), these will have the same options as filtering ticket lists. These are configured in Configuration > Billing > Labor and Travel > "Awaiting Review/Invoice Filters".</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzNmE0MDQ1LTA5NzYtNDA3YS1iODU0LTdjNDQ0ZjcyNmJlYiJ9.HBHQeI6tH81k1POt_FfCBijMyjSKHjaRl8lGBTztdwQ" class="fr-fic fr-fil fr-dib" width="1698" style="width: 1700px; height: 678.094px;" height="678"></p><p><strong><span style="font-size: 10pt;">Fig 16. Filtering ready for invoicing</span></strong></p><p><br></p>
