End User Closure Confirmation and Ticket Hold Reminders in HaloPSA
End User Closure Confirmation and Ticket Hold Reminders in HaloPSA
Summary
This video discusses the importance of end-user closure confirmation and ticket hold reminders in HaloPSA to enhance help desk efficiency.
Highlights
π₯ End-user closure confirmation offers a buffer before ticket closure.
π§ Email templates notify clients about ticket resolution status.
β° Reminder emails can prompt users for ticket feedback.
βοΈ Configuration settings are essential for effective ticket management.
π SLA hold reminders keep users informed about ticket status.
π Internal notifications can help manage ticket assignments.
β Automatic closures should be handled with care to avoid customer annoyance.
Key Insights
π Importance of User Confirmation: End-user closure confirmation provides a way to ensure customers are satisfied before finalising ticket resolution, enhancing client relationships.
βοΈ Effective Communication: Utilising email templates can streamline communication and ensure clients are informed about their ticket statuses, which helps in managing expectations.
π Balance in Notifications: While reminders can be beneficial, itβs crucial to avoid overwhelming clients with too many emails, maintaining a balance between communication and spam.
βοΈ Configuration is Key: Proper setup within HaloPSA is essential for utilising features like closure confirmations and reminders effectively, ensuring they align with business needs.
π SLA Hold Reminders: These reminders are critical for maintaining service level agreements and keeping clients updated on ticket progress, fostering transparency.
π Internal Monitoring: Notifications for team members about ticket statuses help ensure timely responses, improving overall service delivery.
π« Cautious with Automatic Closures: Automatically closing tickets without thorough checks can lead to customer dissatisfaction; it is important to manage these processes carefully.
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