HaloCRM

HaloCRM Guides

Guides > Ticket Areas

Ticket Areas

By default, if 'Areas' is enabled, tickets are separated into three areas: tickets, projects and opportunities.


If you are not using projects or opportunities, these areas are unnecessary. To delete them, head to the 'Administration Console' > 'Workspace' > 'Areas'.


Simply click the one you'd like to delete, and then use the delete button in the action bar at the top.


Your module selection panel on the left-hand side will not longer show the 'Projects' Module.


To add a new area, first press 'new'. 




Decide how you want to separate and organise your tickets, and name the area accordingly. In this example, I want to separate all of the customer experience tickets into one area - so they aren't lost among order enquiries, cancellations and tracking. 


You can also set a default ticket type for this area, if agents will be manually logging tickets.


Next, go to the 'Filters' tab at the top:


Here, you can determine what fits into this area.



In this example, I have specified that only 'Complaint' and 'Feedback' ticket types are available in this area.


Finally, you can go to the 'Permissions' tab. Here you can decide who has access to this area.



I have set it so that only the 'Customer Services' team has visibility of this area, as teams such as: Order Tracking or Sales do not require access.


Press 'save'.



The customer experience area is now available. 


NOTE: If you are a Halo administrator, you will have access to all areas.


I would suggest also having an area for 'All Tickets' if your company has a lot of inter-department communication for visibility on tickets.







Popular Guides

Pin It on Pinterest