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Guides > A Walkthrough Of Working On A Ticket

A Walkthrough Of Working On A Ticket

Tickets can be created through any of the channels you have set-up in HaloCRM. This includes: email, calls, social media or other enquiries ingested from any of our integrations.

Here is an example I've made. The ticket screen will look like this, and there is a field to specify the source of the enquiry in the details (explained below).

The centre of the screen gives you a group of action buttons you can use to work on the ticket:

Reply: This can be used to respond to the customer.

Internal Note: This can be used to make any notes on the ticket that the customer will not be able to see.

Re-Assign: You can pass your ticket to another team of your team using this button.

Escalate: If the ticket needs to be escalated to management to deal with, you can press this button and choose who you’d like to send it to.

Close Ticket: Once you have resolved the enquiry or problem, you can use this button to close off the ticket to indicate you are finished working on it.

And underneath is the enquiry that a customer has sent in to you.

As this is a simple enquiry about opening times, it’s likely that you could simply reply to the customer with the information. So, you can press ‘Reply’ and send back your response.

And send.

However, since this information is not on the website, you could then use the ‘Internal Note’ button to let your team member who handles the website that this information is not there.

Marium would then receive a notification since you @ her to let him know you have reached out from Halo.

(Please note: to use the @ function, the intended recipient must be an agent in Halo)

Otherwise, you can email ‘Marium’ to let them know about the changes.

Once the ticket is resolved, you can press ‘Close Ticket’ to complete it.

On the right-hand side, you will be able to see all of the customer’s details, as well as previous interactions they have had with you/ your team, your target response and resolution time for this specific enquiry as well as the general ticket information: when it was created, who is assigned to it, what kind of ticket it is, its current status and the source of where it has come from.