Ticket tab

The Ticket tab shows what QuantumOps knows about the HaloPSA ticket you have open: a summary, health scores, the people involved, suggested actions, reply drafts, research and call recordings. You use it while you work a ticket, beside HaloPSA.

Before you start. Install the browser extension and sign in to it. Finding your way around the side panel explains the panel itself. Reading needs only a sign-in. Approving actions and posting to a ticket also need a login that is linked to your HaloPSA agent, as What needs a linked login explains.

Open a ticket

Open a ticket in HaloPSA. The tab shows the ticket number at the top and loads the analysis. With no ticket open it says Open a ticket in Halo and its analysis, suggestions and drafts appear here.

QuantumOps has content for a ticket only once the ticket has reached QuantumOps and been analysed. Until then, the chip beside the ticket number says where the ticket stands.

A ticket whose analysis failed or stalled, that was closed before it could be analysed, or whose type is left out of automatic analysis shows that state in the chip, and the message under the ticket number explains it.

While a ticket is queued or processing, the tab checks again every few seconds and fills in as soon as the analysis lands. A message under the ticket number says what is happening, or QuantumOps has not analysed this ticket yet. The tab also refreshes itself when something about the ticket changes.

A small line under the summary shows how fresh the data is, for example Updated 3 min ago. It adds refreshing… while the tab reloads and refresh failed if the last reload did not work. What you were reading stays on screen.

Read the summary

The top of the tab always shows, from the top down:

• The AI summary of the ticket. A long summary is cut short; select Show more under it to read the rest and Show less to fold it again.
• A row of chips: the ticket's category, the suggested Priority, Risk and Escalation when the analysis found them, Stale (hover to see why), SLA breached, and Sentiment and Tonality alerts. A ticket that QuantumOps matched to an earlier one also shows Duplicate of # and that ticket's number.
• Two meters, Health and Sanity, each scored from 0 to 100. Health is how well the ticket is going. Sanity scores how closely two separate AI evaluations of the ticket agree; a low score means the analysis is uncertain, not that the ticket is bad. Hovering over a meter shows a one-line hint: How well this ticket is going, 0–100 for Health and How coherent the ticket record is, 0–100 for Sanity. See Ticket details, sentiment and sanity scores for how to read the Sanity score.
• The client, the user and the assigned technician. A client can carry VIP and High risk tags, and a user can carry VIP.
• When the ticket was analysed, an appointment summary if one is booked, and a count of recordings that are pending.

When your login is linked to your HaloPSA agent and your work queue expects a different ticket next, a warning under the summary names that ticket: Your work queue expects ticket # followed by its number. A ticket that has gone stale also gets a Stale ticket section with recommendations.

Jump to a section

Below the summary, a bar of buttons jumps to a section and opens it: Actions, Drafts, Sherlock, Context, Paths, Verification, Recordings and Timeline. A number on a button counts what is inside. Context, Paths and Timeline appear only when there is something to show, and Verification and Recordings only when those features are available to you.

Every section opens and closes. Sections that have something for you to act on start open, and the rest start closed. The panel remembers which ones you opened or closed in this browser.

Review suggested actions

Suggested actions lists what the AI proposes for the ticket, such as a reply, a note or a change to the ticket. Each card shows the kind of action, its title, the reasoning, a preview of what it would do and a confidence percentage. Copilot suggestions and reply drafts explains the kinds of action and how to judge one. The steps are the same here.

1. Read the card.
2. Select Approve to carry the action out. Or select Edit to change the suggestion. Its details open as structured text (JSON): change only the values, keep the names and punctuation, then select Send edited to send your version, or Cancel to go back.
3. Select Reject if the suggestion is not useful.

Approve and Send edited run straight away; there is no confirmation step.

Only suggestions that your connected HaloPSA supports are listed. A suggestion that has been carried out, rejected, replaced or has expired leaves the list. When none are left the section says No open suggestions. New ones appear as the analysis runs.

What differs from the Ticket Dashboard

Suggested actions, reply drafts and Sherlock research in this tab are the same features as on the Ticket Dashboard that is embedded in HaloPSA. One difference matters: who the action is credited to.

• In the panel, Approve carries the action out in HaloPSA as you, through the login that is linked to your HaloPSA agent.
• On the Ticket Dashboard in HaloPSA, the action runs as the agent who verified by e-mail code, which is the Tier 2 · verified level described under Trust levels of embedded tabs in the Glossary.

What needs a linked login

A login is linked when QuantumOps can match your sign-in to your agent in HaloPSA. Without a link you can read everything and use the features that need only a sign-in, but you cannot write to HaloPSA as yourself. A Read-only chip on Suggested actions shows this. Hover over it for the reason: Your account is not linked to a Halo agent; you can review and reject but not execute.

Approve and Edit also stay off for a suggestion that your login is not allowed to carry out. If your login is not linked and it should be, ask your administrator. What each part of the extension needs lists the requirements.

Draft a reply or a note

Reply drafts writes a draft for you, grounded in the ticket and shaped by your organisation's communication policy.

1. In Reply drafts, select Draft reply for a message to the customer, or Draft note for an internal note.
2. A New draft card appears. Edit the text, or select Preview to read it as it will look and Edit to go back. Open Why this draft to see how it was written. A customer reply also shows a subject line.
3. Select Copy to put the text on your clipboard.

A fresh draft can only be copied. The card reminds you: Posting goes through an approved Reply suggestion. To post, use a staged draft. When a reply is waiting for your approval, Reply drafts shows it as a Customer reply or Internal note card with Copy and Post to Halo. Post to Halo needs a login linked to your HaloPSA agent. Post to Halo runs straight away; there is no confirmation step. A Customer reply you post reaches the customer at once. If the reply contains a phrase the communication policy bans, or lacks a disclaimer it requires, the post is refused with a message that starts Blocked by communication policy.

With nothing staged the section says No staged drafts. Draft a reply or a note above, or approve a Reply suggestion.

Research the ticket with Sherlock

Sherlock research reads the ticket, similar closed tickets and the client's history, then proposes a fix. Sherlock research and live context explains the findings and how to use them. In the panel the controls are these:

1. Select Investigate in the section header. When findings already exist the button reads Re-run, and while a run is going it reads Investigating.
2. Optionally type a focus, for example why a VPN drops after sleep, then select Start investigation. Select Cancel to close the box.
3. Watch the progress steps. When the run ends, the findings refresh by themselves: the recommended solution, Root causes, Insights, Similar closed tickets and Related documentation. A related document opens in the system it comes from.

The button stays off for a short while after a run starts, so a second request moments later does not start another run. With a login that is not linked to your HaloPSA agent, the findings stay in the panel and nothing is posted to the ticket.

Read live context, paths and the timeline

• Live context lists the facts QuantumOps remembers about the client and user, each with a category, and chips such as Open # and a ticket number for the client's other open tickets.
• Resolution paths lists the step-by-step approaches the AI proposes. Open one to read its steps. To work through one, use the Assist tab.
• Timeline lists the ticket's recent events, newest first, with who did each one and when. The tab shows the latest twelve.

Play and match call recordings

Call recordings lists the recordings that belong to this ticket, the AI's suggestions for this ticket, and your own recordings that are not matched to any ticket yet. It appears for the Administrator, Service Desk Manager, Dispatcher, Technician and Customer Success roles when call recordings are switched on for your organisation. It fills once your organisation records calls; see Call recordings. With nothing to show it says No recordings for this ticket.

Each recording shows its date, length and direction, the phone number, the sentiment, a summary and an audio player. Chips can add Sentiment alert, Posted to Halo once its transcript is on the ticket, Posting failed, From the Call tab, Shared number and Processing. Open Transcript to read what was said. The panel shows the first part of a very long transcript.

To listen, select the play button on the player. If the player is missing, select Load audio. An audio link lasts about an hour. When it has expired, select Refresh audio link.

Your unmatched recordings lists the recordings from your own phone extension that are not matched yet, plus any recording the AI suggested for this ticket, so a suggested recording can appear under both headings. Without a linked login it holds only the AI's suggestions.

To match a recording:

1. Under Suggested for this ticket, each card shows the caller, a match percentage and the AI's reasoning. Select Attach to this ticket to accept it.
2. Under Your unmatched recordings, select Attach here to attach one to this ticket.
3. Confirm. QuantumOps posts the recording's transcript and summary to the ticket as a note.

To remove a recording from your list, select Dismiss. You can give a reason, such as a wrong number or a personal call, but it is optional. A dismissed recording can still be matched later in the web app; see Matching your own recordings.

Attaching and dismissing need a login linked to your HaloPSA agent. Without one, the section says Link your login to a Halo agent to see the recordings on your extension. The same unmatched recordings are also on the Call tab, outside any ticket.

Verify the caller

Caller verification is the same card as on the User and Call tabs. It asks the person to prove who they are. Verifying a caller explains how it works and what each result means.

Related pages

• Finding your way around the side panel explains the tabs, the More menu and sign-in.
• Copilot suggestions and reply drafts covers suggestions and reply drafts in full.
• Sherlock research and live context covers the research findings.
• Call recordings explains how recordings are collected and matched.
• Verifying a caller covers caller verification.
• Communication policy for AI replies explains the rules every draft must follow.