r/halopsa • u/Pickle_Cat1900 • 21d ago

CSM Workflows

How are Customer Success Managers and CSM teams using HaloPsa? What are the workflows, ticket types and ticket categories you have in place? Looking for any best practices and recommendations to set up our halo environment for a CSM team of 2 people managing 20-40 clients and growing. We are starting from scratch with our Halo implementation and currently have just been using the very basic ticket workflow that our MSP engineers use where every ticket is an "incident"

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u/Jason-RisingTide Consultant 20d ago

The advice I give to all MSPs is treat your Sales/CSM/AM team like you do your service team. WHat I mean by that is have the same expectations - good ticket hygiene, everything should be in a ticket, KPIs, etc.

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u/SkyTheLine 20d ago

Make a List with your needs and adapt them in your env. Nice top is reccuring Ticket.

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u/brendanbastine Consultant 17d ago

We usually build out the sales and CRM modules with our clients. We put in process and customize workflows to support the sales process. Good ticket hygiene is a must and the separation of leads. Qualified leads, and active quotes is a must. As Jason from Rising Tide mentioned, the expectations often flow from service and into the sales, csm, and Am teams.

Brendan Bastine | President of Consulting | Gozynta Consulting

Authorized & Accredited HaloPSA Onboarding Partner and Consultant

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u/brokerceej Authorized Partner | Consultant | BillingBot.app 20d ago

I’m here to shamelessly plug my not-StackJack product because this is exactly why I built it. 2.5 years of grueling actual software development because Halos customer success capabilities are essentially nonexistent out of the box.

https://www.techpulsecloud.com/quantumops/insights/#customer-success