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.