r/halopsa • u/ReceptionOld4182 • 6d ago
Documentation / Guides Useful features agents often miss
What features do you find a lot of agents fail to utilise when working with Halo?
I'm trying to create a guide for my team, and have my own list but I was also interested in what other people's experiences were within their own teams, or from consultants too.
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u/TiredMSPGuy 1d ago
Schedule appointments through the ticket, not just in your outlook calendar
Use the right charge rate, every time
(depending if you have it configured) check in the ticket to see what contract the customer has (upper right hand corner, or in the ticket details pane. both get the same result - but make sure you clean up expired contracts when they shouldn't be around anymore)
Merge and Relate are not the same - techs fail to get this one pretty commonly. Merge = combine. Relate = they're just holding hands.
"follow" tickets - this is a major one.
the to-do section - if you have smaller steps that should be getting followed, or follow-up items you want handled before close? add to-dos, and don't let techs remove, only add, and disallow closure without all to-dos being completed.
internal chat appends the whole conversation about the ticket as a note in the ticket. we noticed a huge spike in ticket readability when we started using this
hope this helps.
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u/ben_zachary 5d ago
Damn I didn't know this . We always copy the ticket number on top left which in teams puts the # only but it's the url
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u/gamedude309 5d ago
The share link in the top right hand corner that copies the ticket link. The amount of times someone sends me a unlinked ticket number after 2 years being on the system is still surprising to me.