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.
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I can genuinely say that Connor and the team have had a huge positive impact on the way my business operates. The benefits are both significant and long lasting. Other Halo consultants may have been able to set things up to get me going but I can say with certainty that no other could have come close for the quality of work, effort, attention to detail and innovation that Renada provided.ITIQ
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