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Auto Release Tickets, Scheduling or Follow Up Summary in HaloPSA

Auto Release Tickets, Scheduling or Follow Up Summary in HaloPSA

Summary

Connor discusses effective help desk hygiene, focusing on auto-release tickets in HaloPSA and improving follow-up processes.

Highlights

๐Ÿงผ Help Desk Hygiene: Proper management reduces ticket count and enhances efficiency.

๐Ÿ“ž Customer Communication: Importance of scheduling follow-ups after customer interactions.

โฐ Auto Release Feature: Enables tickets to automatically change status after set time frames.

โš™๏ธ Custom Actions: Create tailored actions like โ€œFuture Reach Outโ€ for better ticket management.

๐Ÿ“… Workflow Integration: Seamlessly incorporate follow-up actions into existing workflows.

๐Ÿ” Ticket Tracking: Use filters to prioritise and view scheduled tickets effectively.

๐Ÿ’ก UI Customisation: Modify input types for a user-friendly experience in ticket management.

Key Insights

๐Ÿ› ๏ธ Streamlined Processes: Implementing structured follow-up actions reduces manual tracking and enhances overall efficiency in help desk operations.

๐Ÿ”„ Automation Benefits: The auto-release feature minimises the risk of tickets falling through the cracks, ensuring timely follow-ups and improved customer satisfaction.

๐Ÿ“ˆ Enhanced Organisation: Creating a dedicated view for scheduled tickets helps manage workload better and keeps priorities clear.

๐Ÿ”‘ Custom Actions Importance: Tailoring actions to specific scenarios allows for a more responsive and efficient service desk environment.

๐Ÿ“Š Data Visibility: Adding follow-up dates to ticket views provides valuable insights into pending tasks, enabling proactive management.

๐Ÿ‘ฅ Customer-Centric Approach: Regular communication and follow-ups foster better relationships with clients, enhancing trust and reliability.

๐ŸŽ›๏ธ User Experience Matters: Customising UI elements like input fields improves usability, making it easier for agents to manage tickets effectively.

Founder & Consultant.
author Connor Fagan Founder & Consultant

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