HaloPSA | Ticket Triage + Categorisation (2024)

Summary

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

Takeaways

• 📹 The speaker is providing an updated video on ticket categorization 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 categorization has become simpler with fewer complexities, thanks to recent Halo improvements.
• 📝 The categorization system has been refined to be less overwhelming and easier to navigate for technicians, particularly new ones.
• 🛠️ Tickets are categorized 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 categorization 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 categorization 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 categorization mandatory and improve workflow efficiency.

Q & A

What is the main reason for creating a new ticket categorization video?

The main reason is to update the ticket categorization process with enhancements made since the previous video, while keeping the old one available for reference as it still shows useful mechanisms.

What has changed in the ticket categorization process compared to the previous version?

The updated process simplifies categorization by reducing complexities due to improvements in the Halo platform. The old method used a query type with a more condensed list, but now categorization is simpler and quicker.

Why is having a simple and easy ticket categorization important?

A simple and easy categorization process reduces the barrier to entry for new technicians, minimizes time spent on ticket logging, and ensures consistency across the team. This helps prevent inefficiencies such as scrolling through extensive lists.

What is the purpose of categorizing tickets, and how can it benefit reporting and analysis?

Categorizing tickets allows for better reporting on ticket patterns, including identifying recurring issues, understanding which areas require automation or process improvements, and evaluating ticket resolution times to reduce overhead.

How do MSPs (Managed Service Providers) typically categorize tickets?

MSPs usually start with two basic ticket types: incident and request. These categories are further divided into types like admin, backup, hardware, network, security, and software, which helps in driving consistent ticket resolution workflows.

Why does the script mention that the MSPs do not fully follow the ITIL (Information Technology Infrastructure Library) framework?

While MSPs understand the ITIL framework's foundation, most small to medium MSPs don't require the full complexity of ITIL. Therefore, they follow a hybrid model that simplifies the process without fully adhering to ITIL's extensive guidelines.

How does the ticket categorization map help MSPs?

The ticket categorization map serves as a foundation for new builds, offering a structured way to categorize tickets from the start. It helps MSPs set a standard categorization system that can evolve as their ticketing system matures.

What role do custom fields play in the updated categorization system?

Custom fields allow flexibility in ticket categorization, enabling engineers to add values to the system dynamically. Over time, the list is refined, and custom fields are locked to prevent further additions, ensuring a stable and manageable categorization system.

How does the triage process work for new tickets?

When a new ticket is created, the triage process helps assign the ticket to the correct technician or team. It involves determining the ticket type, categorizing the issue (e.g., hardware or software), and prioritizing it based on the urgency, ensuring the right person handles it promptly.

What are the pros and cons of using custom fields versus built-in categories in the Halo platform?

Custom fields provide flexibility and allow dynamic changes to the categorization system, but they require manual management and review. Built-in categories offer standardization and integration with billing and agreements but may be less customizable.