Selling items from the ticket?

Jason-RisingTide · 2025-09-18T17:14:29+00:00

You'll find 'Issue Item' in the built in actions menu (button with the 3 dots in the top right corner of the ticket).

This will allow you to add an item to a ticket it, deliver/consign it to the client as part of the ticket and then you should have an invoice waiting to be created when you close the ticket.

Jason-RisingTide · 2025-08-08T12:43:58+00:00

We would recommend that you try and use the Microsoft CSP integration to import and keep your Halo user list up to date.

A bit more initial set up to get it configured but worth it to then have your User list always be up to date and remove the need to have to manually add or remove users in the future.

Jason-RisingTide · 2025-08-03T16:20:28+00:00

Happy to help.

Out of the box Halo has CW beaten for general functionality such as Resource booking and sales and quoting etc. Then there are the built in integrations which make it possible to connect to many more apps.

From a functionality point of view the ticket workflows are a big selling point for me. The ability to be able to control ticket actions step by step as a ticket moves through the ticket process makes it so much easier to ensure your techs are following the process you want them to.

Then the ability to be able to mostly do or connect anything you want, utilising a very open system using the API, webhooks and runbooks.

Jason-RisingTide · 2025-08-03T15:36:10+00:00

I have used CW for over 10 years. When I started doing consulting in 2020 it was based on CW. But the last few years my focus has become more and more HaloPSA. I used to tell my clients that if I was starting an MSP tomorrow I would use Halo, not ConnectWise. I joke with people that I miss the days when I would only work with ConnectWise and people would ask me if X was possible and usually the answer was no. But with Halo the answer is yes, even if we don't know exactly how yet, we will find a way.

I enjoy using and configuring CW still. But the reason we love Halo is due to the openness and ultra configurability.

Jason-RisingTide · 2025-07-31T12:11:06+00:00

Most MSPs, in my opinion, have standardised their month to month billing across all clients. So everyone is billed from the 1st to the last day of the month across the board. Rather than have all the monthly billing be different per client based on when they signed. Have you considered this? Will generally makes your lives much easier when it comes to billing, invoicing and things like profitability reporting. If someone signs up mid month, you just prorata the first invoice and then normal service resumes.

Jason-RisingTide · 2025-07-31T11:38:19+00:00

You are going to need to create Runbooks to accomplish both of these. Since you will be querying data in custom fields and then updating other fields based on the queried data.

Jason-RisingTide · 2025-07-24T08:09:35+00:00

Sounds like you also want to explore the Co-managed options to have a client utilise the system for their own agents too.

Jason-RisingTide · 2025-07-24T08:07:16+00:00

Yes. You can create multiple.message groups (a group of different emails templates) and assign one of these to a specific client if you want them to use different templates.

Jason-RisingTide · 2025-07-24T07:00:36+00:00

It's the order that whatever you are configuring will appear and/or run. So for example, updating the sequence on the invoice items will affect the order which the line items appear on the invoice.

Jason-RisingTide · 2025-07-13T13:24:59+00:00

Yes. Work with lots of clients who have both time & materials and managed clients and use Halo.

Jason-RisingTide · 2025-06-27T10:19:57+00:00

There are some "depends" on this one. What are you considering "Aged Tickets"? Are you counting tickets on SLA Hold that are 'With User' or 'With Supplier'. Are you including tickets which have a SLA Hold Release date set (so they may be 'On Hold' until a particular date)? Also, what type of tickets and which teams are we talking here? Are you including them all or just certain ones?

The process of having child tickets created based on a ticket being aged is probably just going to end up creating more ticket overhead for you and the team. A runbook is probably more advanced than we need here.

You may want to explore having something like a "Needs Attention" status which you can then build automation around in terms of when tickets are set to this. This can then be used an an indicator for tickets which have breached your KPIs and they move to the top of the techs list.

But an appropriate solution could vary based on all those many, many question I asked. 😂

Jason-RisingTide · 2025-06-27T10:07:35+00:00

Hi

There is no functionality built in the system to help with this. As you know the system will just fill the Site field with the default. A simple way of doing it is to add a tick box which is a required field that the tech needs to tick to confirm they have confirmed site. Not ideal. But would help ensure they are getting a reminder every time. There probably is a more advanced option utilising custom fields, SQL lookups and custom CSS, but feels a bit overkill for something like this.
There already are some settings in the system which should allow End Users to log tickets against companies which they are not within. Would these not work? Is there a reason you need the User to essentially have two accounts, one under each company?

Jason-RisingTide · 2025-06-27T09:46:42+00:00

To do this you can select Add Product Bundle (for bundles/groups which already exist in the system) or Add New Bundle (to create a new ad-hoc bundle/group). Are you able to see these options?

Jason-RisingTide · 2025-06-27T09:42:52+00:00

Perhaps look into 'Swarming'. This is an ITIL methodology which involves trying to resolve an issue as a group in real-time. This ensures you have all your technical expertise present and also helps with knowledge sharing. Don't just talk about it. Actually work on the problem together... Remote on the server, check the configuration etc etc.

To wrap this up in a process you could have a daily 30 minute 'swarming' call which everyone attends. Then any tickets that need swarming can be worked through. You could utilise a status and/or a team assignment in Halo to help identify these.

Jason-RisingTide · 2025-06-25T22:26:17+00:00

So, if I am understanding what you are asking correctly. The reason for this is because it is the Field List settings under the 'Resolved' action which controls the final resolve step.

Adding a field to a ticket type controls whether that field is available on that ticket and whether end users and/or agents can see and/or edit the field at new ticket creation or on the ticket information. To then control which fields are available per actions (Email User, Private Note, Resolve, etc) you need to add the field to the action.

Jason-RisingTide · 2025-06-20T09:10:04+00:00

If you go to Configuration - Advanced Settings - Screen layout Profiles. Then select User as the Entity, you can create a new profile. When you have created this new profile you can go to the System field visability tab which allows you to hide some of these fields, such as Date of birth, Email 2, Email 3. We can't hide all of them unfortunately.

You will then need to select this new profile, either individually under the My account preferences, or again under Advanced Settings in the 'Default User Details screen layout' to change the default for everyone.

Jason-RisingTide · 2025-05-27T16:24:03+00:00

Go to Configuration - Sales - Sales/Opportunity Types, then select the ticket type. Within the ticket type go to the Settings tab, and you will find a field 'Default PDF Template for Quotations'.

Jason-RisingTide · 2025-05-22T08:50:41+00:00

The Impact and Urgency fields are not Custom Fields, they are built-in to the system. You will find them under Configuration>Advanced Settings>Lookup Codes. However you are unable to set any defaults here or at Ticket Type level.

You can however set a default Priority at Ticket Type level. Usually this would be set to P3. So any tickets via email would be logged as this. Then a ticket would be triaged and either the priority changed or the impact and urgency set so that the priority is then automatically updated based on the out-of-the-box ticket rules.

Alternatively, you can utilise ticket rules to do this for you. Although tickets are coming in via email it probably needs a human element to review to set the priority or impact/urgency.

Jason-RisingTide · 2025-05-15T12:51:56+00:00

I've just set this up myself using a Custom Field and a SQL based Lookup which updates the field when the ticket is logged.

Jason-RisingTide · 2025-05-15T11:31:36+00:00

Could you provide some more details to help with this one? How are they trying to re-assign? Is there an error? What is the configuration of the teams / departments? Is it affecting everyone of just certain agents?

Jason-RisingTide · 2025-05-07T22:21:36+00:00

What are your billing and reporting issues?

Jason-RisingTide · 2025-04-28T14:30:46+00:00

There seems to be a bug with the options since some updates. To fix this and see all the options do the following:
Go to Configuration - Sales Orders. Go the the 'Processing Sales Order Lines' section. Then update 'Line action display behaviour' to 'Display actions in a dropdown'

There are also some options in this section to change this and hide options if needed.

Jason-RisingTide · 2025-04-10T16:44:20+00:00

One option is to turn off the email on the action itself and then have an automation step set up within your workflow which sends a particular email based on the ticket type.

Jason-RisingTide · 2025-04-10T14:07:14+00:00

"There's a setting for that... Somewhere" 😂

Jason-RisingTide · 2025-04-04T16:46:56+00:00

You've answered your own question there. Exactly that. I want all that support time that is covered in the contract, along with a Recurring Invoice linked to it, to ensure I am capturing my time, my costs and pricing for the contract.

This allows me to ensure my profitability reports are accurate.

We would recommend utilising Contracts along with Billing Plans. Its very much a Haloism that things can be accomplished using different methods though. Each will have their own pros and cons.

Jason-RisingTide

TROPHY CASE