Triage tab

The Triage tab is the Ticket Triage Dashboard in the side panel: the AI's recommendation for where a ticket should go, and the actions that send it there. Dispatchers and technicians who triage new tickets use it beside HaloPSA.

This page covers how the panel names and runs things. The Ticket Triage Dashboard explains the AI recommendation, team, type, impact and urgency, routing, ranked technicians, merge, spam and scheduling, so those explanations are not repeated here.

Before you start. Install the browser extension, sign in to it and open a ticket in HaloPSA. Reading the recommendation needs only a sign-in. Dispatch, scheduling, spam and merge also need a login that is linked to your HaloPSA agent and a HaloPSA connection that supports the action; see What needs a linked login. Finding your way around the side panel explains the panel itself.

Open a ticket to triage

With no ticket open the tab says Open a ticket in Halo to triage it: the AI's disposition, team and technician, duplicates and one-click dispatch. When the ticket has not reached QuantumOps yet, it says so and the ticket appears once HaloPSA has sent it.

While QuantumOps works out its recommendation, an Analysing… chip shows and the tab checks again every few seconds. A ticket with no recommendation shows No prediction. Otherwise a chip such as 85% confident shows how sure the AI is, and Priority shows the ticket's priority score.

Read the recommendation

Under the ticket summary, the client and the user, the tab shows the AI's choices as chips: the disposition (Triage, Merge or Spam), the team, the ticket type, Impact and Urgency together, an estimated resolution time in hours and the skills the work needs. Open Why this prediction to read the reasoning behind each choice: disposition, team, type, impact, urgency, agent and category.

When the AI recommends a merge, a warning says Suggested merge into # followed by the ticket number, with the reason. When historical estimates are on for your organisation, a line under the summary gives the expected time with a best case, a conservative case and how many tickets it is based on. Dispatch workflow and scheduling settings controls them.

Dispatch a ticket

The Dispatch section starts filled in with the AI's choices. Change anything you disagree with.

1. Check Team, Ticket type, Impact and Urgency. A field left empty reads Keep current and leaves that value alone.
2. Choose Routing:
   • Load balance sends the ticket to the least-loaded agent in the team.
   • Round robin sends it to the next agent in the team's rotation.
   • Intelligent routing ranks agents by skills, familiarity and capacity.
   • Specific agent lets you pick the technician yourself.
3. For Specific agent, choose a Technician from the list. Each entry shows the technician's team, how many tickets they have open, and offline when they are not online. Or select a technician under Ranked technicians, described below.
4. Select Dispatch and confirm in the dialog.

Dispatch needs a team or a specific technician. Without one the tab says Choose a team or a specific agent. The confirmation lists what will happen, including that QuantumOps posts a dispatch note to the ticket and runs its analysis again.

Rank and choose a technician

Ranked technicians lists up to six technicians the AI thinks fit the ticket, each with a fit percentage, the skills they have and the skills they lack, a Development route note when the ticket would help that technician develop, and when they are next free. Select one to choose that technician: the routing switches to Specific agent and the technician is filled in. Then select Dispatch.

Book an appointment

Book an appointment appears only when all of these are true:

• Appointment scheduling is switched on in the dispatch workflow settings, which an administrator controls. See Dispatch workflow and scheduling settings.
• Your HaloPSA connection can schedule.
• Specific agent is the routing and a technician is chosen.

Tick Book an appointment, then choose a free Slot (the label shows how many are free), an appointment Type and a Commitment of Tentative or Firm. You can add an Appointment note. Dispatch then assigns the ticket and books the appointment together. Schedule only appears once you have chosen a slot, and creates the appointment in the HaloPSA calendar without dispatching.

Merge a duplicate or mark spam

• To merge, type the ticket number in Merge into ticket # and select Merge. The confirmation says the ticket is closed as a duplicate and its history moves to the target, warns you when the target is already closed, and says the merge cannot be undone from the panel. The field appears when your HaloPSA connection supports merging.
• To mark spam, select Spam. The confirmation is titled with the ticket number and ends in Mark as spam. It says the ticket is closed as spam in HaloPSA and that the requester is not notified.

Possible duplicates lists up to eight likely duplicates with their similarity as a percentage, and a Merge button on each. Recurring pattern shows when the same issue appears across several tickets, users or clients, and Client's open tickets lists the client's other open tickets for context. Duplicate tickets and recurring issues explains how QuantumOps finds them.

How writes are protected

Every write in the panel, whether Dispatch, Schedule only, Spam or Merge, is confirmed first. Once you confirm, it cannot be cancelled: the dialog locks until HaloPSA answers, because HaloPSA may already have applied the change.

A write that times out is never retried for you. Before you try again, open the ticket in HaloPSA and check whether the change happened.

When a write fails, the dialog shows the reason and a hint, for example that the connected system does not support the action, or that your login is not linked. Select Close to dismiss it.

Overrides

If you dispatch with a team, ticket type, impact or urgency that differs from the AI's recommendation, QuantumOps records it as an override. Choosing a different technician is not an override. The panel confirms it with Recorded as an override of the AI recommendation. A Merge or Spam that differs from the recommendation also shows that line, but only dispatch overrides appear in Override and feedback review.

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 the recommendation, the duplicates and the other lists, but you cannot change the ticket. A Read-only chip shows on Dispatch, and hovering over it gives the reason. The write buttons are off. Spam is also off, with the hint Not supported by this PSA, when your HaloPSA connection cannot mark spam.

If your login is not linked and it should be, ask your administrator. What each part of the extension needs lists the requirements.

Related pages

• The Ticket Triage Dashboard explains the recommendation and every triage action in full.
• Override and feedback review shows how overrides are reviewed.
• Dispatch workflow and scheduling settings controls scheduling and estimates.
• Duplicate tickets and recurring issues explains the duplicate and recurring-issue lists.
• Finding your way around the side panel explains the panel.