HaloPSA | Ticket Triage + Categorisation (2024)

[@ericbarley3160]

I’ve been a HaloITSM user/admin for two years now and I’ve found a new perspective and some new ideas from your videos! Great stuff! Sometimes you need need to see some real world use cases.

[@RenadaSolutions]

Welcome :D!

[@phillracer]

Thanks, Connor for continuing to create and share these with the MSP / Halo community.

[@RenadaSolutions]

Thanks Phil :)

[@VilmaHallikas]

Thanks for a great update. Any chance for a written instructions? Video requires to go back and forth and searching for the right spot a lot.

[@TobiasDahl-ls8jc]

Agreed, loveing the videos and we just started using HALO so for us it would be awesome to get a tutorial on this updated version instead of trying to recreate it using two videos.

[@simonherzig7994]

Interesting approach, the challenge I have is that we have more than just few ticket types.

[@TedFreitas]

Connor thanks for the great video as always! Would love to see how you report on some of these custom fields and some report templates.

[@RenadaSolutions]

Great suggestion! I'll get a video out!

[@joshessner4952]

Great video! Thanks. Would love to hear your thoughts on how to incorporate the dispatcher into the process.

[@RenadaSolutions]

Great suggestion!

[@davidsease]

Hey Connor. Thanks for the video, it was great information. I would like to know if these custom fields can be used in place on the "Tickets by Category" on the dashboard.

[@RaulCelis-h2j]

Hi, wanted to ask ive deleted some contacts in my customers, what should i do to retrieve again?

[@RenadaSolutions]

I don’t think you can, I would double check config change tracking in Advanced to see if you restore from there :)

[@rericksen]

7:09 would love to see how it DOES work with a dedicated dispatching team. We're an MSP of 30+ techs, 6 dedicated dispatchers, looking to understand how Halo would replace CW and seeing apples to apples comparisons of things like dedicated Triage and assigning to techs based on a dispatch portal, etc. Subscribed, will be poring over many of these videos in the weeks to come. Thanks for the hard work of putting these together.