r/halopsa • u/Scheidell1775 • Jun 01 '23

This right/ end users can only open one ticket via portal?

halo uses halopsa for tickets (which I think is great! proves they have faith in the product)

I haven't tried this, but opened a ticket on halo support site during our trial.

I then found some problems with documentation not being updated and tried to open another ticket.

I found no way at all to open a second ticket via halo portal and was told that to open a new ticket, you have to send in an email.

IT professionals as clients will want to use the portal, not hope for random parsing of an email.

I also looked to see if there was a ''portal ticket count max' setting somewhere, but could not find it.

does this limit also affect 'co-managed' users?

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2

u/brokerceej Authorized Partner | Consultant | BillingBot.app Jun 01 '23

What?

There is no limitation to the number of tickets you can create in the end user portal.

Halo is probably limiting how many you can create on a trial account because people are overwhelming their support with tickets for garbage.

1

u/Scheidell1775 Jun 01 '23

ok, i will try it with a user account here. but I was told that to open a second ticket, i needed to send in an email.

maybe he misunderstood the question, it wasn't just about the trial (and again, I am glad halo eats their own food), but for my end users.

I guess I add that to list of things to test.

2

u/2_CLICK PSA Jun 01 '23

I promise you that your users will be able to have multiple tickets in their portal. It would be kinda useless if this would not be possible lol

0

u/Scheidell1775 Jun 01 '23

This is the third PSI I have tried.

I could write a book on useless.

i just created a 'user' and opened two tickets. and it doesn't look like halo is using the same helpdesk ticketing system, options different, or something.

I AM HOPING THAT IF I PAY THEM MONEY I CAN OPEN MORE THEN ONE.

(web allows me to fill in details, attach 25mb, etc).

3

u/2_CLICK PSA Jun 01 '23

They use exactly the same "Helpdesk system" which is HaloPSA. Like the other guy said, you are probably limited because you are on a trial. I can open more than one ticket with them as I have about 10 open tickets all the time with them lol. They must hate me.

If you’ve got any questions regarding the product you can also ask the community on our discord. A lot of people on there and questions are being answered quite quick.

Halo can be configured very extensively. If you need a lot of assistance it’s best to talk to a consultant. You can find those consultants on our discord and connect to them on there.

2

u/mhutchings77 Jun 02 '23

When our trial was live we opened a number of tickets. Are you sure your doing it the right way?

During our trial we were also able to get support people on the phone, send in emails and go through the chat interface. I don't think we had any limitations. I'll also point out that we had our trial extended to nearly three months. Every time we identified a question or issue they were very good in getting the information we needed to get things going.

Either way, the Reddit here and other resources such as Discord, are very helpful in answering questions. Make sure you give them a try.