Customer Success tickets and pending CSATs

Active CS Items is the right column of the Customer Success Center. It keeps the follow-through together: the Customer Success tickets (CS tickets) you opened from an alert, the open HaloPSA tickets of the types you monitor, and the CSAT surveys that are waiting for an answer.

Before you start: you need the Administrator, Service Desk Manager, Dispatcher or Customer Success role, and the Customer Success module must be on. HaloPSA tickets of your Customer Success types appear only after you pick the ticket types in Monitored CS Ticket Types. See Customer Success settings.

What the list holds

• CS tickets you created. Opening a ticket from an alert adds it here. See Working the alert feed.
• The 100 newest open HaloPSA tickets of the monitored types. They show the External marker until you start tracking them. An older open ticket of those types does not appear until it is among the newest 100.
• Pending CSATs. Surveys you sent that nobody has answered yet.

Every 60 seconds the Center asks HaloPSA about these tickets. It updates a tracked ticket when HaloPSA shows newer activity. Sync on a ticket updates it at once.

Find an item

• Status chooses Active, Dismissed, Closed or All. A ticket that closes in HaloPSA moves to Closed by itself.
• Type chooses All, Tickets or Pending CSATs.
• The search box matches a ticket number, client, user, subject or agent.
• A filter you set from the Needs attention strip shows as a label above the list, with a button to remove it.

Read a CS ticket

A card shows the ticket number, which opens the ticket in HaloPSA, then the client, the user, the subject and when your team and the customer last wrote. A badge says where the ticket stands:

Select a card to expand it. You then see the Summary, which is the summary you set when you opened the ticket from an alert (a ticket you started tracking has none), the source ticket, the team, the agent, the number of e-mails and actions, and the creation date. The buttons are Reply Now when a response is needed, Follow Up when the ticket is overdue and Email otherwise. View opens the ticket in HaloPSA, Sync refreshes it from HaloPSA and Dismiss stops tracking it.

Reply to a CS ticket

1. Select Reply Now, Follow Up or Email on an expanded ticket. The Reply to CS Ticket dialog opens.
2. Read Ticket Context. It names the CS ticket, the source ticket, the client, the user and the time of the customer's Last Customer Action. The AI writes a reply to that action while you wait.
3. Edit Email Body. Select Regenerate for another draft. To have the AI change the text, type an instruction such as "add technical details" and select Refine. The dialog also shows an Email Subject box, but the subject is not part of what QuantumOps sends. HaloPSA decides the subject line the customer sees.
4. Tick Mark as Private Action only if the reply is for your team. QuantumOps then posts it as a private note and does not e-mail the customer.
5. Select Send Reply.

QuantumOps sends the e-mail from the agent on the CS ticket, not from you, to the person on the HaloPSA ticket. The ticket then reads as waiting on the customer.

Track, dismiss and restore tickets

• Start tracking. An External ticket is open in HaloPSA but QuantumOps has no record of it. Select Start Tracking to have QuantumOps follow the ticket. It then shows the Response Needed, Waiting on Customer and Follow-up badges and gives you Reply Now, Follow Up or Email, View, Sync and Dismiss. A ticket you start tracking has no AI Summary. On an External ticket, View in Halo opens it and Dismiss hides it.
• Dismiss. On a tracked ticket, Dismiss asks you to confirm and moves it to the Dismissed filter. Nothing changes in HaloPSA.
• Restore. In the Dismissed filter, Restore returns a ticket to the active list. A dismissed External ticket comes back as External.
• Closed. A ticket that closes in HaloPSA shows Closed and is no longer monitored. If it is reopened in HaloPSA, select Track again on it.

Manage pending CSATs

A pending survey shows its ticket number, the client, the user, the technician it asks about, the question and when it was sent and when it expires. Sent - Pending marks it as waiting. Expires soon appears in the last 24 hours. From alert marks a survey that came from a Customer Success alert.

• Resend posts the survey to the HaloPSA ticket again and restarts the time it stays open.
• Dismiss stops you waiting for it. It asks you to confirm. The survey stays in HaloPSA but no longer shows here. In the Dismissed filter, Restore puts it back in the pending list with a fresh response window.
• View Ticket opens the ticket in HaloPSA.

A survey that nobody answers expires on its own after Expiration Days on the Survey Config tab, or CSAT Expiration (days) in Customer Success settings until survey settings are first saved. See Survey settings, tags and the survey page. When it expires it leaves Active CS Items and no filter shows it, so Resend it while Expires soon is on the card if you still want an answer. When the customer answers, the survey leaves this list and the answer appears in Recent CSAT responses, and the alert that sent the survey shows the rating.

Related pages

• Working the alert feed: where CS tickets and surveys start.
• Customer Success settings: the ticket types, defaults and expiry.
• CSAT Administration: where administrators review CSAT responses.