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Service Desk

4.5
created at 3 years ago
students 3986
hours 02:00

Overview

The Service Desk is arguably the most fundamental part of HaloPSA. Many of the other parts of the application rely on a comprehensive understanding of the configuration options around the Service Desk, including:

  • Configuration of your CRM/Opportunities area.
  • Project Management Configuration.
  • Labour billing.

This course covers the primary components of Service Desk configuration (and of Ticket configuration as a whole).

What you will learn

  • How to raise Tickets.
  • How to work on Tickets: adding time/notes, and much more.
  • How to amend Ticket type field lists (forms).
  • How to configure workflows in HaloPSA.
  • How your SLA's are configured & tracked in HaloPSA.
  • How your Ticket areas are organised via Views/Lists/Filters
  • Worked Examples.

    • Requirements

  • It is advised that you have configured your Organisation at this point.
    • Go to Course

    Contents

    Introduction
    Raising Tickets
    Creating Tickets
    Ticket Groups
    Ticket Templates
    Ticket Types - Field Lists
    Distributing Tickets in Halo (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching)
    Dynamic Field/ Value Visibility
    Restricting Down Field Access & Visibility
    Scheduled Tickets
    Additional Agents
    Call Management in Halo
    Add Attachments to Child Tickets from Parent Tickets
    $ Variables (Dollar Sign Variables)
    Configuring HaloPSA for a Co-Managed Support Setup
    How to Configure Timesheets
    Raising Tickets - End of Group Quiz
    Ticket Processing
    Working on Tickets
    Service Level Agreements (SLA's)
    Actions
    Actions: System Uses
    Workflows
    Updating Workflow Step Based on the Stage that is Clicked
    Operational-Level Agreements (OLAs) on Workflows
    Ticket Rules
    To-Do Lists
    Time Tracking
    Timesheet Approvals
    Change Management
    Problem and Change Management Using Fully Configured Workflows
    SLA Workdays
    Statuses
    Closure Procedures
    Approval Delegation
    Approval Process for a Users Department Manager
    Agent Resource Booking
    Appointments
    Attachments Tab Table View on Tickets
    Calendar and Appointments
    Configuring Additional Agents
    Customer Relationships Setup
    Drag and Drop Tickets to Create Appointments
    Dynamic Field Visibility and editing fields on Leads/ Opportunities
    How To Bulk Update Tickets, Drag and Drop Tickets Into Different Queues, an explanation of Ticket Symbols
    Link a User to an Action
    Microsoft TeamsBot
    One-Click Feedback
    Suppliers in Halo
    Surveys
    Ticket Dashboards
    Tracking Travel Time and Time On-Site
    Ticket Processing - End of Group Quiz
    Views/Lists/Filters
    Views
    Lists
    Filter Profiles
    Column Profiles
    Ticket/ Client Areas
    Tile and Kanban HTML $ Variables
    Split Client Level Tickets Tab Per Ticket Area
    Grouping Tickets by Ticket Type to Improve Ticket List View
    Views/ Lists/ Filters - End of Group Quiz
    Advanced Configuration
    Custom Fields
    Appointments
    Attachments Tab Table View on Tickets
    Suppliers in Halo
    Composite Reports
    Approval Process For a Users Department Manager
    One-Click Feedback
    Surveys
    Agent Resource Booking
    Drag and Drop Tickets to Create Appointments
    Ticket Dashboards
    Microsoft TeamsBot
    ServiceNow Integration
    Examples
    Configuring HaloPSA for a Co-Managed Support Setup
    Delegating Admin Permissions via a Service Request and Approval Process