Set Up a Triage/Claim Action Work-flow in HaloPSA

Summary

Learn how to create a triage or claim ticket step in HaloPSA, improving ticket categorisation and work-flow efficiency.

Highlights

• 💻 Create a new ticket for triage in HaloPSA.

• 🔍 Triage step ensures accurate ticket categorisation.

• 📊 Improves reporting on ticket statuses.

• ⚙️ Configure and create the triage action in settings.

• 📋 Add triage step to the Incident Management work-flow.

• 🚀 Claiming tickets assigns them automatically to agents.

Key Insights

• 🎯 Importance of Triage: The triage step helps ensure tickets are accurately categorised, which is crucial for effective incident management and reporting. Proper categorisation streamlines work flows and enhances service delivery.

• 🛠️ Action Configuration: Creating a triage action involves configuring key settings in HaloPSA, such as button visibility and status changes, which can significantly impact team efficiency.

• 🏷️ Work-flow Integration: Integrating the triage step into the Incident Management work-flow allows for a structured approach to handling tickets, ensuring that all tickets are reviewed and categorised at the start.

• ⏳ Quick Actions: The use of quick actions in HaloPSA minimises the need for additional steps, speeding up the ticket acknowledgement process and improving response times.

• 📈 Reporting Benefits: Capturing accurate information at the start of the ticket allows for better reporting on ticket trends and issues, aiding in resource allocation and strategic planning.

• 🤝 User Engagement: Encouraging user feedback and video suggestions can foster community engagement and improve the quality of content, ultimately benefiting HaloPSA users.

• 🌟 Continuous Improvement: The process of refining triage and claim ticket work-flows in HaloPSA not only enhances operational efficiency but also contributes to overall customer satisfaction by ensuring timely and accurate service.