Estimated Time With a Twist - HaloPSA
Estimated Time With a Twist - HaloPSA
Summary
Connor discusses the importance of estimated time in HaloPSA, addressing its underutilisation and presenting an elegant solution for better ticket management.
Highlights
⏱️ Estimated Time Feature: A critical but often overlooked aspect of HaloPSA.
⚠️ Pitfalls in Usage: Acknowledges challenges in effectively utilising estimated time.
📊 Custom Objects: Demonstrates how to create a custom table for managing estimated times.
🔄 Automation: Highlights using run books to automatically update ticket estimates based on categories.
📈 Reporting Potential: Discusses leveraging estimated time data for better reporting and agent utilisation.
Key Insights
🔄 Enhancing Ticket Management: Utilising estimated time can streamline ticket resolution, identifying discrepancies in workload versus expectations.
⚙️ Custom Solutions for Flexibility: Building custom objects allows for tailored solutions that adapt to specific ticketing needs, improving efficiency.
🛠️ Automation for Consistency: Automating updates to estimated times ensures accuracy and reduces manual errors, leading to better resource management.
📊 Data-Driven Decisions: Utilising estimated times empowers management to make informed decisions based on agent performance and workload.
📉 Addressing Underutilisation: Acknowledging and addressing the low utilisation of estimated time can enhance overall productivity.
Related Tutorials
Our Core Services
Offering support to enable sustainable success for your organisation.