Assist tab

The Assist tab of the browser extension's side panel is Agent Assist next to the HaloPSA ticket you have open: choose a resolution path, work through its steps and post a note or an e-mail as yourself.

Written By Chris Scaminaci

Last updated About 2 hours ago

The Assist tab is Agent Assist in the side panel. It proposes ways to resolve the ticket you have open, walks you through the steps of the one you choose, and drafts the notes and e-mails each step calls for. Technicians use it while they work a ticket.

It is the same guide session as the Agent Assist tab inside HaloPSA for the same ticket, so progress made in one place shows in the other. Agent Assist (Interactive Guide) explains resolution paths, steps and drafting in full, and this page does not repeat that. It covers how the panel's flow differs.

Before you start. Install the browser extension, sign in to it and open a ticket in HaloPSA that QuantumOps has analysed. Finding your way around the side panel explains the panel itself. Choosing a path, working through steps and drafting need only a sign-in. Posting a note or an e-mail also needs a login that is linked to your HaloPSA agent; see Post as yourself.

Open a ticket

With no ticket open the tab says Open a ticket in Halo to get a step-by-step resolution path with drafts for each step. When QuantumOps has not analysed the ticket yet, it says Ticket # and the number has not been analysed yet. The guide needs the ticket context first; check back in a minute.

Choose a resolution path

When no guide is running, Choose a resolution path lists the paths QuantumOps proposes from the ticket and from similar resolved cases. Each card shows the path's title, how many steps it has and the steps themselves.

When the ticket has no paths of its own yet, the tab offers starting points that fit most tickets instead. A Generic chip and the note No ticket-specific paths yet; these are generic starting points. tell you so.

Read the paths.
Select Start this path on the one you want. The tab confirms with Guide started.

Work through the steps

The tab now shows the path's title, its status and your progress, for example 2/5, with Started and how long ago. The current step is highlighted. A Next: line below it gives the recommended next action. For the current step you can:

Select Done when you have completed it.
Select Skip to leave it out.
Select Modify to rewrite the step. Type the new wording, optionally say why you changed it, which helps future guides, and select Save step. Select Cancel to leave the step as it was.

Select Complete guide when you have finished. Select Abandon to stop the guide without finishing it. A guide that is completed or abandoned stays visible but its steps no longer have buttons.

Draft a note or an e-mail for the current step

The Response section writes the message for the step you are on. Switch between Note, a private note for technicians, and Email, a reply to the customer.

Select Draft for this step. The draft appears in the box. For an e-mail, enter or check the Subject; Send email stays off until there is one.
To change the draft, edit the text yourself, or type an instruction such as shorter, friendlier or add the ETA and select Refine. Select Redraft for a new draft, Preview to read it as it will look and Edit to go back. Open Why this draft to see how it was written.
Select Post note or Send email.
Read the confirmation. It says whether the message is a customer-facing reply or a private note, how long it is, and whether the step will be marked done.
Select Post or Send.

A checkbox under the box, reading Mark step and the step number done, is ticked by default. Leave it ticked to mark the step done in the same action as the post, or clear it to keep the step open.

An e-mail reaches the customer at once.

Post as yourself

In the panel, Post note and Send email post as you, under your own HaloPSA agent. Your login must be linked to that agent. Without a link, Post note and Send email stay off; hover over the button to see Requires a linked Halo agent. Ask your administrator to link it; What each part of the extension needs lists the requirements.

The Agent Assist tab inside HaloPSA works differently: it posts as the agent the ticket is assigned to. The credit on a note or an e-mail can therefore differ depending on where you posted it.

You want to	You need
Choose a path, start it, work through the steps	A sign-in
Draft, redraft and refine a note or an e-mail	A sign-in
Post a note or send an e-mail	A login linked to your HaloPSA agent, and a HaloPSA connection that can post notes or send customer e-mails

When your HaloPSA connection cannot post notes or send e-mails, the post button is off with the hint Not supported by this PSA.

Rate the guide

Under the guide, Was this guide helpful? has Helpful and Not helpful buttons and an optional comment. The tab confirms with Thanks, recorded.

A guide shared with HaloPSA

The guide lives with the ticket, so one that you start in HaloPSA continues here and the other way round. The panel keeps a guide it has loaded for about a minute, so a step you finish in HaloPSA can take up to a minute to appear here. After that, switch to another tab and back to load the latest.

Agent Assist (Interactive Guide) explains resolution paths, steps and drafting.
Guide notes in HaloPSA and their action pages covers the guide notes that appear in HaloPSA.
Finding your way around the side panel explains the panel.

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