<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;}</style><p>A breakdown of each option in a ticket area. </p>
<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;}</style><p>The Halo Ticket screen is likely to be the most used page within Halo. So, we’ve designed it for the way that teams want to work.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzOTYzOTdmLTU5YjAtNDUzYi1iZmE0LThjZGM3ODgyMGRiZSJ9.28P_0epPYhoek-oy2NIL-u_4-Z4MZsYxbQU8gBYvUGg" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 451.389px;" height="451"></p><p><strong><span style="font-size: 10pt;">Fig 1. The Ticket Screen</span></strong></p><p><br></p><p><strong>1. Agent - </strong>This is a technician in a team, the small green circle attached to it indicates their availability status, e.g. Green = Available.</p><p><strong>2. </strong><strong>Sections – </strong>Click here to expand/close sections to view agents and distribution of ticket within the section.</p><p><strong>3.</strong> <strong>Filters – </strong>Click to change how the filters on how/what tickets are displayed.</p><p><strong>4. Search functionality – </strong>Quick search customers or tickets.</p><p><strong>5. Home Button - </strong>This directs you back to the Home Page from any page in Halo.</p><p><strong>6. Ticket Volume - </strong>Shows how many tickets are in the queue (that comply with the filters applied).</p><p><strong>7. Select All - </strong>Click to highlight all tickets, or individual tickets. From here right click to apply an action to all selected tickets.</p><p><strong>8. View Filters – </strong>Click to change how the filters on how/what tickets are displayed.</p><p><strong>9.Ticket ID - </strong>Each ticket that enters Halo will be given a unique ticket ID which helps distinguish between tickets.</p><p><strong>10. Customer/Site/User – </strong>Indicates where the owner of the ticket originates from.</p><p><strong>11. Ticket Type – </strong>The Ticket Types are an easy way to define different categories of tickets, by what information they will contain. Such as an Incident Break Fix ticket, or a Sales ticket.</p><p><strong>12. Ticket Status Indicator – </strong>Shows the current state of the ticket.</p><p><strong>13. T</strong><strong>icket Summary – </strong>Shows Subject of Email sent in.</p><p><strong>14. Search Function – </strong>For Accessing information on Tickets, Articles, Assets, Clients, Sites, Users and Agents. For more information about Search, please visit this guide:</p><p><strong>15. Notifications – </strong>For staying up to date with any event that needs your attention, this can be found here.</p><p><strong>16. Task List – </strong>For creating day-to-day lists to stay on top of workload.</p><p><strong>17.</strong> <strong>Agent KPI Dashboard </strong><strong data-pasted="true">– </strong>Shows a Dashboard for a specified agent.</p><p><strong>18. Activity Feed - </strong>Gives a direct live feed of actions being carried out in the system.</p><p><strong>19. Time Sheet – </strong>Showing you and your teams day breakdown of activity, you can track time management and efficiency here.</p><p><strong>20. Help – </strong>For access to Halo Guides, Submitting Tickets to Halo Support, viewing our Privacy Policy, Viewing Release Details or viewing information around your system and license; this is done here.</p><p><strong>21. My Account – </strong>To view your Account, set your status, reset your Password, enabling 2 Factor Authentication or Logging out. You can do this here.</p><p><strong>22. Additional Options – </strong>Adjust the view to Tile mode, or edit columns.</p><p><strong>23. New Ticket - </strong>Opens the New Ticket Panel to create a new ticket.</p><p><strong>24. Refresh Ticket List - </strong>Refresh Ticket List – Force refreshes the list of tickets to show any new updates.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Icons</strong></span></p><p><span style="font-size: 11pt;">Icons can be displayed against a ticket in the column profile to give details about the ticket or its users. </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkMWZjNzM2LWE0MWQtNGI4ZS04Y2Y2LWNkZDEzNzExMTJiYiJ9._vbOkeIDAcLxbs8Kj9VuntSmCTjzGE17BBknTAbMpak" class="fr-fic fr-fil fr-dib" width="1184" style="width: 1186px; height: 336.778px;" height="337"></span><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Icons on the Ticket Screen</span></strong></p><p><br></p><p style="margin: 0px;" data-pasted="true"><strong>Star - </strong>Shows when the end user of the ticket is an important contact. This is set under the user's permissions.</p><p style="margin: 0px;"><strong>Flag - </strong>Shows when an agent has added a flag to the ticket. Flags are added by selecting the ticket in the list > edit > Flag. </p><p style="margin: 0px;"><strong>Crossout - </strong>Shows when the end user of the ticket is marked as inactive. This is set under the user's details. </p><p style="margin: 0px;"><br style="color: rgb(0, 0, 0); font-family: "Segoe UI", "Segoe UI Web (West European)", "Segoe UI", -apple-system, BlinkMacSystemFont, Roboto, "Helvetica Neue", sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p>
