Ticket Triage and Categorisation

Summary

TLDR - This video provides an updated guide on ticket categorisation in Halo, highlighting recent enhancements. Connor discusses how they have simplified the ticketing system for MSPs by categorising issues into straightforward types like incidents and requests, and then further specifying subcategories such as hardware, network, or software problems. The video emphasises the importance of making the system easy for technicians to use, while also allowing dynamic customisation. Connor also covers the benefits of using custom fields for efficient tracking, reporting, and improving overall workflow.

Takeaways

• ✨ Connor is providing an updated video on ticket categorisation due to new enhancements in Halo.

• 🔄 The old video is still useful and linked in the description for reference, as it follows the same fundamental ideology.

• 📂 Ticket categorisation has become simpler with fewer complexities, thanks to recent Halo improvements.

• 📊 The categorisation system has been refined to be less overwhelming and easier to navigate for technicians, particularly new ones.

• 🛠️ Tickets are categorised based on whether they are incidents or requests, with further breakdowns into admin, backup, hardware, network, security, or software issues.

• 🔒 The custom fields feature in Halo allows for dynamic additions to categories, with the recommendation to review and lock these fields after three months.

• 🧰 The benefit of simple ticket categorisation is in-depth reporting, enabling better decision-making, such as changing faulty hardware models or improving processes.

• 🎟️ Triage is emphasized as an essential part of ticket management, ensuring the ticket reaches the correct person or team quickly.

• ⚙️ The categorisation system includes mechanisms for both incident types and requests, with tailored fields for each scenario.

• 👷 Engineers are encouraged to be accountable for their tickets, with the system designed to make categorisation mandatory and improve workflow efficiency.