Queue, tracked tickets, lists and agents

After Needs you, the rail of the dispatch board has four more tabs: Queue, Tracked, Lists and Agents. This page explains each tab and the agent lens that opens from an agent card. Dispatchers, service desk managers and customer success staff use them.

Before you start: you need the Administrator, Service Desk Manager, Dispatcher or Customer Success role, and the board has to be open (see The dispatch board at a glance). Reading these tabs needs nothing more. Assigning, reassigning and posting a Q-Notice from them need a QuantumOps login that is linked to a HaloPSA agent.

Work the queue

The Queue tab, headed Dispatch queue, lists the tickets your role should work next. A line under the heading says in words what the queue holds and how it is ordered, and how many of its tickets have breached. When more tickets match than the queue shows, the line says so, for example first 50 of 212.

Each row shows the ticket number, the client, the start of the summary, and on the right either Breached, the share of the SLA used, or the priority, with the ticket's age. Select a row to open the ticket's cockpit. Right-click a row for the ticket menu. Both are covered in The ticket cockpit and assigning work.

The queue follows the board: it also narrows to match the search box, Unassigned only and any list or badge you are filtering by.

Each role starts with a queue of its own. A Dispatcher's holds the tickets nobody owns, ranked by breach risk. A Service Desk Manager's holds the tickets that have breached, are about to or are at risk, whoever owns them. A Customer Success queue holds Critical and High tickets, ordered by priority.

Change what the queue holds

Select Settings in the toolbar, then the Queue tab, to change which tickets the queue holds, how it is ordered and how many it shows. The steps are in Board configuration.

Track tickets you follow

Tracking keeps a ticket in front of you and tells you when it changes.

1. Right-click a ticket and choose Track until closed or Track for 4 hours. The cockpit's Track button and the focus card's Track this ticket track a ticket until it closes.
2. The ticket now appears in the Tracked tab, with a ring around its hexagon. When its owner, stage or priority changes, its SLA gets worse or it is resolved, the board raises a Tracked change ping. Without Alert me (below) the ping sits in the Later group of Needs you, and the change shows as a line beside the ticket in the tracked column. With Alert me it pings you like any other P2, with a sound or a browser notification if your Workspace settings include that priority.

Each row in the Tracked tab shows the ticket number, the client, who owns it and its summary, and how long you track it (until closed, or until 14:30). The tab also has:

• A button that says on canvas, list only, in its group or no room. Tracked tickets fly out of their group into a column down the side of the field with their key facts beside them. on canvas means the ticket is in that column. list only keeps it in this tab and in its group. no room means the column is full. Select the button to switch a ticket between the column and the list. The side of the column, or turning it off, is set under Settings → Canvas (Tracked tickets column).
• Alert me, which lifts a change to that ticket from Later to a P2 ping. Without it, the change stays in Later and in the tracked column.
• Move up and Move down, which set the order of the column and which tickets win its places.
• Untrack, in the ticket's menu, stops tracking it.

Tracking a ticket that has closed or been filtered out of the board leaves a row that says not on the board. Select it to remove it. An empty tab says Right-click any ticket → Track to keep it here.

Filter with lists and badges

A list is a name, a colour and a small filter. The Lists tab shows each list with how many open tickets match it.

• Select a list to filter the field and the queue to it. A chip with its name appears in the header. Select the list again, or the chip, to clear the filter.
• Select Manage lists (the plus button) to open the lists in Settings.
• The preset lists are Unassigned critical, Breaching soon, Stale and Tracked. You can edit them or turn them off. The Dispatcher role starts with Stale off. Your own lists sit beside them.

To make or change a list, use Settings → Lists. The steps are in Board configuration.

To add one ticket to a list, right-click it and choose Add to a list…, then pick the list. A list is a filter, not a fixed set of tickets, so the board appends the ticket number to the list's text filter and tells you it did. Edit the filter if you did not mean that.

To group the field by your lists, choose Lists in the View menu. Each ticket goes under the first list it matches, and tickets that match none sit last under Everything else.

The badges in the footer work like lists. A badge counts the open tickets that match its filter, and nothing else decides the number. To add, change or remove badges, use Settings → Badges. The steps are in Board configuration.

Each role starts with its own badges. A Dispatcher starts with Unassigned, New · last 60 min, Breached, Due within 45 min and Intake (shown once your organisation defines intake). Service Desk Managers and Customer Success start with a Mine badge, which appears once the board knows which HaloPSA agent you are.

The queue, lists and badges all use the same filter form. Its fields are in Board configuration.

See who can take work on the Agents tab

The Agents tab lists the people on your team, online agents first, with the most heavily loaded at the top. Agents whose shift starts within four hours appear under Arriving and fade in as the start gets closer. Agents who are offline are folded behind a line such as 3 offline.

Each card tells you at a glance whether that person can take the next ticket:

• Their name, team and status with how long it has lasted, and a word that sums up their readiness: Can take, Busy, Overloaded, On a call, At lunch, On break, Handover, Shift over, how soon they arrive or leave, or the reason they are offline.
• Their open tickets, how many are Critical or High, how many have breached, how many are at risk, and the age of the oldest.
• A bar that shows the priority mix of their tickets, and the share of their capacity in use.
• A shift bar with a marker for their scheduled lunch and how much of the shift is left.
• Their appointment now or next, and how many tickets they closed recently with their average resolution time.
• Small flags: that they are on a call and since when, that an active Q-Notice is addressed to them, how many alerts or stale tickets they have, and when they are next free.

When your organisation has connected its phone system, a phone symbol on the card shows whether their phone is registered, ringing or busy, and flags such as phone off or Do not disturb appear. See Connecting your phone system.

To assign a ticket to an agent, drag its hexagon onto the agent's card and confirm, as described in The dispatch board at a glance. Right-click a card for the agent menu, which is described in The ticket cockpit and assigning work.

Open the agent lens

Select an agent's card, or right-click it and choose Agent lens. The board groups the field by agent, dims everyone else's tickets, shows that agent's open tickets in the rail with an All agents button to go back, and opens the Agent lens beside the field. Select Back to the intelligence rail to close the lens. Select All agents, or the agent's card again, to close it and stop focusing on that agent.

The lens shows, from the top:

• The agent's name, team and status, and chips for whether they are on a call, their phone presence (when the phone system is connected), their role, Slack or Teams, and their time zone. A chip says when they are past the end of their shift with tickets still open, or are on leave or not working today.
• Shift, with their scheduled lunch marked.
• Next 4 hours: appointments, lunch, the end of the shift and a live call, on a short timeline and in a list.
• Tickets: their open tickets in risk order, with the priority mix. Each row opens the ticket's cockpit. The lightning button reassigns that ticket to the best fit and asks you to confirm first. The pin button tracks or untracks it.
• Today: tickets Closed today and their Average resolution, and their Actions per hour compared with their usual pace.
• Recommended: any recommendations about them. See Recommendations and plans.
• Status today: their status changes.
• Notices: Q-Notices addressed to them.

To send them a Q-Notice, select the megaphone button in the lens header (see Issuing a Q-Notice).

To ask the recommendation engine what to move off one agent, right-click their card and choose Rebalance from this agent. That option is unavailable on a server without the recommendation engine.

Related pages

• The dispatch board at a glance
• The ticket cockpit and assigning work
• Board configuration
• Connecting your phone system
• Issuing a Q-Notice