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How tickets are analysed

What QuantumOps writes into HaloPSA

Everything QuantumOps can add to a HaloPSA ticket, whether it is private, how to recognise it and where to switch each output on or off.

Written By Chris Scaminaci

Last updated About 2 hours ago

QuantumOps mostly reads from HaloPSA. A few features also write to a ticket. This page lists every output, so that a technician knows what a note or a change in HaloPSA is, and an administrator knows which switch controls it.

Before you start: these outputs need HaloPSA to be connected (see Your HaloPSA connection). Q-Director settings need the Administrator or Q-Director Configuration role. A private note is hidden from the customer in HaloPSA. Agents can read it.

Everything QuantumOps can write

OutputWhat HaloPSA gets, and how to recognise itPrivateWhere to switch it on or off
Research noteA note headed Q-Ops Sherlock - Research, with the action outcome Sherlock Research Results. See The research note.YesOff for a new organisation. Q-Director, Research & Docs tab, Post Sherlock research results to ticket.
CategoriesThe ticket's category and resolution category, plus a note headed Q-Director Action, or Q-Director Closure Action on closure. See Categories and the notes that explain them.The note isOff by default. Q-Director, Classification tab, Enable Q-Director ticket categorization.
Dispatch summaryWhen a technician dispatches a ticket in the Ticket Triage Dashboard, QuantumOps sets the team, assignment, type, impact and urgency, and adds a note headed Q-Director Dispatch Summary (outcome Q-Director Triage Assist) that records who did it and what was chosen. Merging a ticket adds a Ticket Merged note to the ticket that was merged. See The Ticket Triage Dashboard.The dispatch note is. The merge note is not marked private.No switch: it is part of the Dispatch and merge actions.
Spam close and sender blockWhen a technician selects Close as Spam in the Ticket Triage Dashboard, QuantumOps closes the ticket as spam in HaloPSA. The confirmation says that all e-mail from this sender is blocked. See Close a ticket as spam.Not a noteNo switch: it is part of the Close as Spam action.
Appointment bookingAn appointment for the technician a dispatcher picks. Schedule Ticket for Agent books it and then dispatches the ticket to that technician. Dispatch books one too when appointment scheduling is switched on. See Schedule a ticket.Not a noteNo switch for Schedule Ticket for Agent. For Dispatch, appointment scheduling is a dispatcher workflow setting; see Dispatch workflow and scheduling settings.
Agent Assist replyThe e-mail to the customer or the internal note that Send Email or Post Note sends from the Agent Assist reply panel. It is posted as the ticket's assigned agent, inside a box headed Interactive Guide Action. See Draft and send a reply.An e-mail is for the customer. A note is private.No switch. It does not depend on Enable Halo Posting.
Guide notesA note with the next step of an Agent Assist guide and the links to act on it (outcome Interactive Guide Action). See Guide notes in HaloPSA and their action pages.YesOff by default. Q-Director, Guides tab, Enable Halo Posting. It also needs Enable Interactive Guide.
Copilot actions and repliesWhatever a person approves in Qubit Copilot, in the HaloPSA dashboard or in the browser extension: replies, internal notes, status changes, assignments and the other action types Copilot offers. It is written as the agent who approves. See Copilot suggestions and reply drafts.A customer reply is for the customer. An internal note is private.Nothing is written until a person approves.
Call transcriptsA call log, and a note with the call summary and a collapsible transcript (outcome Call Transcript). See Call recordings.YesAvailable when call recordings are enabled for your organisation. Post to Tickets in Call Recordings settings (starts on). Only a dispatcher's call link, or an AI match of 90% or more from the last week, posts by itself. Other matches wait for a person.
CSAT resultsA note from Q-Director CSAT with the customer's rating, feedback tags and comment. Its outcome is Interactive Guide Action, the same as a guide note. See Survey settings, tags and the survey page.YesEnable Writeback on the Survey Config tab of CSAT Administration (starts on).
Identity verification resultsA note for each verification request and its result, and optionally values in HaloPSA custom fields (status, time, method and confidence). See Sandbox, configuration and HaloPSA integration.YesThe Halo Integration switch in the Identity Verification configuration (starts on). A client can also be set not to post.
Guided-work coloursThe colour of each open ticket in HaloPSA, set by what a technician should work on next. No note. See Guided work and HaloPSA colour sync.Not a noteOff by default. Q-Director, Dispatch & Scheduling tab, Guided Work, Enable Halo Colour Sync. Colours already set stay if you switch it off.
Customer Success e-mailsAn e-mail sent from HaloPSA on the ticket when someone uses Email the customer in the Customer Success Center. See Working the alert feed.No: the customer receives itOnly when a person sends it.

Switching an output off stops new writes. Notes, categories and colours already in HaloPSA stay.

The research note

The research note puts the headline of Sherlock's findings on the ticket, where the technician already works. The full findings always stay in QuantumOps, on the Ticket Dashboard tab (the note's footer calls it the Q-Ops Copilot tab) and in the browser extension. With posting off, research still runs and its findings show there.

An on-demand Sherlock investigation follows the same switch and the same re-post rule. Its note is headed Q-Ops Sherlock — Investigation.

Choose what the note contains

Open Q-Director, then the Research & Docs tab, and find the Research Output Profile card.

SettingWhat it does
Halo ticket noteSummary (the default) posts the headline findings. Full posts every section you select. None keeps everything in QuantumOps.
Halo note: when to post againEvery full analysis runs research again. First time only gives each ticket one note. When findings change (the default) posts again only when the recommendation, the similar tickets or the confidence (by 20 points or more) changed. Every research pass posts a new note each time.
Maximum sentences / itemsCaps each prose field and each list.
FormatBullet list or Narrative (short prose).
Mention related / similar ticketsAdds the similar tickets.
Include web search results in the noteAdds web or vendor sources.
Sections in the notePick the sections, such as Summary, Recommended solution, Likely causes, Similar tickets and Confidence.

Preview of the Halo note shows what the current settings produce. The card saves with Save research output profile, not with Save Changes.

A Summary note holds the summary, then Recommended:, Likely cause:, Similar tickets:, Source:, Documentation: and Confidence: for the sections you kept. It ends with Open the Q-Ops Copilot tab for the full findings and one-click actions. A note that is posted again starts with one line saying what changed: Research updated since the earlier note on this ticket.

How much research each ticket gets (Effort, Token cap per ticket and Time cap per ticket (seconds)) is on the same card. See Q-Director: research and documentation and Sherlock research and live context.

Categories and the notes that explain them

When Q-Director categorisation is on, QuantumOps sets the ticket's category and, when you ask for it, its resolution category. HaloPSA runs its own rules when a category is set.

  • When it happens is your choice under When to categorize: On Creation, On Closure or During Triage Assist. Recategorize ticket on closure and Set resolution category on closure add a second pass when the ticket closes.
  • QuantumOps writes only a category that differs from what the ticket already carries. Repeating the analysis does not repeat the note.
  • New categories are created in HaloPSA only when Allow Q-Director to create categories is on. Category Creation Mode chooses Category Only, Resolution Category Only or Both. A category created this way carries a note saying QuantumOps created it.
  • The private note says what was done: Assigned existing category: …, Created and assigned new category: …, or on closure Re-categorized on closure — new category: … and Resolution category assigned on closure — matched: …. It ends with an Updated on … footer that names the QuantumOps Q-Director Module.

See Q-Director: sentiment and categorisation for the settings.

Tell a QuantumOps note from a person's

HaloPSA gives every note an author. Some QuantumOps notes, such as the research note and the categorisation note, are recorded under the ticket's assigned agent, or under Q-Director when no agent is assigned. The CSAT note uses Q-Director CSAT. So do not rely on the author. Look at the heading inside the note and at the action's outcome, which the table above lists. The CSAT note shares the guide note's outcome, so for that one the author, Q-Director CSAT, is the better clue.

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