Priority Users in HaloPSA

Summary

Connor discusses how to identify and prioritise VIP users in HaloPSA to ensure they receive timely support.

Highlights

• 🎟️ HaloPSA treats all users equally, but some require extra attention.

• ⭐ VIP users are flagged with a yellow ticket and special SLAs.

• 🔧 Prioritising tickets can improve service for critical users.

• 📝 Important contacts have a star indicator for easy recognition.

• 🎨 Custom colours can highlight VIP tickets for better visibility.

• ⚙️ Configuring ticket rules can streamline VIP management.

• 📊 Tracking and managing SLAs helps ensure user satisfaction.

Key Insights

• 🔍 User Equality vs. Importance: While all users deserve equal treatment, identifying VIPs allows for tailored support, enhancing overall service quality.

• ⭐ VIP Indicators: Utilising visual indicators like stars and colours for VIP users in HaloPSA ensures that support teams recognise and prioritise these users effectively.

• ⏱️ SLA Management: Setting critical SLAs for VIPs ensures that their tickets are handled promptly, reducing downtime and improving user experience.

• 🛠️ Custom Configuration: Custom rules and flags in HaloPSA provide a flexible approach to managing support tickets, allowing teams to prioritise based on user importance.

• 📊 Data-Driven Decisions: Using flags and ticket colours aids in tracking important contacts, making it easier to analyse and improve service delivery.

• 🤝 Building Relationships: Recognising and responding to the needs of VIP users fosters loyalty and strengthens client relationships, which is essential for business growth.

• 💻 Continuous Improvement: Regularly reviewing and adjusting priority systems in HaloPSA keeps the support team aligned with user needs and enhances operational efficiency.