Working the alert feed

The Alert Feed is the left column of the Customer Success Center. It lists the alerts QuantumOps raised for negative sentiment, poor tone and stale tickets. For each alert you decide what to do: look again, set it aside, e-mail the customer, ask for a rating or open a Customer Success ticket.

Before you start: you need the Administrator, Service Desk Manager, Dispatcher or Customer Success role, and the Customer Success module must be on. The alert types you monitor are chosen in Customer Success settings. Email, Send CSAT and Create CS Ticket go through your HaloPSA connection and contact the customer.

Find the alerts you need

The filters sit above the feed.

• Type limits the feed to Sentiment (how the client feels), Tonality (how the exchange is written), Stale (nothing has happened for too long) or All. A type you do not monitor is greyed out.
• Status chooses Active, Dismissed, Silenced, Actioned or All.
• The client box (Filter by client...) matches part of a client's name.
• Raised takes a From and a To date. Both days are included, in your organisation's time zone. Any date clears the range.
• Sort: orders the feed by alert date, client, user, ticket number or severity, each in both directions. Sorting by client groups everything one account has generated.

The statuses work like this:

• Active holds every open alert. It includes alerts you silenced for a while or until the next action, which are marked as silenced and still count as active.
• Dismissed holds alerts you dismissed and stale alerts that QuantumOps dismissed for you.
• Silenced holds timed, until-next-action and permanent silences.
• Actioned holds alerts where someone e-mailed the customer, opened a Customer Success ticket or sent a CSAT survey. An actioned alert is finished and cannot be reactivated.

The Dismissed, Silenced, Actioned and All views show the 200 newest alerts that match, so narrow them with Raised to look further back. To see only alerts the analysis marked for escalation, select the escalations count in the Needs attention strip. See Customer Success Center.

Read an alert

Each card shows what happened and who is affected.

• The badges give the type, the severity, the escalation type, the risk category and ESCALATION REQUIRED when the analysis says so. A card that is no longer live also shows its status, such as Actioned: email.
• The ticket number opens the ticket in HaloPSA in a new tab. The line beside it names the client and the user, the number of actions, the ticket's age and the alert's age.
• The client strip under it shows the client's average ticket health, High risk and VIP markers, open tickets and recorded negative feedback. Its links open the client dashboard (Client), a new QBR for the client (QBR) and CSAT Administration (CSAT). QBR needs the Administrator, Service Desk Manager or Customer Success role, and CSAT needs the Administrator role. See The Client Dashboard, QBR Studio and CSAT Administration.
• The ticket summary and the Sentiment and Tonality scores, out of 10, with their categories. See Sentiment and tonality alerts.
• AI Analysis & Recommendations gives the AI's reading of the conversation, then Key Phrases, Warning Indicators and Recommended Actions.
• CSAT from this alert appears once you have sent a survey from the card. It shows when the survey was sent and whether the customer answered, with the rating and comment.

In the compact layout the summary and analysis fold under Summary & AI analysis.

Reprocess, dismiss and reactivate an alert

These actions work on one alert at a time.

When alert feedback is on, three icon buttons sit at the end of a live card: thumbs up (Good alert), thumbs down (Bad alert) and a ban sign (Exclude similar). Point at a button to see its name. Good alert and Bad alert record whether the analysis was right. Exclude similar asks for tickets like this one to stop alerting. QuantumOps records the request for review and does not apply it. An administrator adds the exclusion in Q-Director Settings (Q-Director Config in the sidebar) on the Classification tab. The buttons appear when Enable Feedback Buttons in Alerts is on there. See Q-Director: sentiment and categorisation.

Use the keyboard

Open Shortcuts above the feed for the list. Focus a card with Tab, then press R to reprocess, D to dismiss, S to silence, E to e-mail, C to send a CSAT survey, T to create a Customer Success ticket, Q to create a Q-Notice, H to open the history or X to select the card. The keys from R to Q act only on live alerts.

Act on several alerts at once

1. Tick the box on each card. The box beside the Alert Feed title selects every alert in view.
2. In the bar that appears, select Dismiss All or Silence All.
3. Confirm. Silence All uses the default silence duration from the settings.

Silence an alert

1. Select Silence on the card. The Silence Alert dialog opens.
2. Under Silence Duration, choose 1 Hour, 4 Hours, 8 Hours, 24 Hours, Until Next Action or Permanently. The default from the settings is preselected. When it is not one of the four, it appears as an extra button that shows its hours and marks it as the default.
3. Add a Reason if you want one. It shows on the card and in the history.
4. Select Confirm Silence.

A timed silence keeps the alert in the Active view, marked as silenced, and it still counts in Active Alerts. It returns by itself when the time ends. QuantumOps checks every five minutes. Until Next Action returns the alert when a newer action lands on the ticket in HaloPSA. Permanently removes the alert from the Active view. Find it under Silenced and use Reactivate to bring it back.

E-mail the customer

1. Select Email on the card. The Email the customer dialog opens. It names the ticket, the client and the user.
2. Select AI Generate to have the AI write a Subject and an Email Body from the ticket and the alert. You can also type your own. The dialog opens empty.
3. To change the draft, type an instruction such as "make it more empathetic" in the box that appears and select Refine.
4. Check Preview (what will be sent).
5. Select Send via Halo.

The body is plain text, and a blank line starts a new paragraph. QuantumOps posts the e-mail as an action on the HaloPSA ticket, so the customer receives it from HaloPSA. The alert becomes Actioned: email and counts toward Response Rate. If HaloPSA refuses the e-mail, the dialog shows the reason and the alert stays as it was.

Send a targeted CSAT survey

A targeted survey is a single question about this ticket, posted to the HaloPSA ticket for the customer to rate.

1. Select Send CSAT on the card. The Send Targeted CSAT Survey dialog opens and starts writing a question.
2. Read Survey Context and Auto-Detected Context from Ticket. They show the ticket, the alert, the ticket's category, a suggested focus area and key concerns taken from the alert.
3. Choose Scale Type: 1-5 Scale (Simple) or 1-10 Scale (Detailed). The dialog opens on the 1-5 scale the first time. After that it keeps the scale you last chose until you reload the page. CSAT Administration explains how an answer on the 1 to 10 scale is shown and counted.
4. Check Technician/Agent (from ticket). The agent on the ticket is chosen for you. Pick another agent if the survey should ask about someone else.
5. Adjust Perceived Issue / Focus Area if the guess is wrong.
6. Read CSAT Question (AI-Generated) and edit it. It can be up to 500 characters. Select Regenerate for a new question. Select Get Variations to see Alternative Questions (Click to Select) with the AI's reasoning, and select one to use it.
7. Check Survey Preview. It previews the survey: We Value Your Feedback, your question and the rating buttons.
8. Select Send CSAT Survey to Ticket.

To look at the rating links without contacting anyone, tick Test Mode (Preview URLs without sending email) first. The button changes to Generate Test Preview and the links appear in the dialog. The tick stays on for the next alert you open until you reload the page, so untick it before you send a real survey.

QuantumOps posts the survey to the HaloPSA ticket as an action that e-mails the person who raised it. The alert becomes Actioned: CSAT and counts toward Response Rate. The survey waits under Pending CSATs until the customer answers, you dismiss it or it expires. The answer then appears on the alert's card and in Recent CSAT responses. See Customer Success tickets and pending CSATs. The expiry comes from the survey settings. See Survey settings, tags and the survey page.

Create a Customer Success ticket

A Customer Success ticket (CS ticket) is a HaloPSA ticket you open to follow up with an unhappy client. It always e-mails the end user.

Before you start: set Default CS Ticket Type, Default CS Team and Default CS Agent in Customer Success settings (an Administrator saves them; everyone else can read them). The dialog takes the ticket type and the team from there. An agent must own the ticket. If you choose Auto-assign... and no Default CS Agent is set, QuantumOps does not create the ticket and tells you an agent must be selected.

1. Select Create CS Ticket on the card. The Create Customer Success Ticket dialog opens and the AI writes the content.
2. Read Alert Context. It lists the ticket, the client, the user, the alert, the assigned agent and the risk.
3. Edit Ticket Summary / Subject. The customer and your agents both see it, so keep it short and professional.
4. Edit Email Body (sent to end user), which is plain text. To have the AI change it, type an instruction and select Refine with AI. Regenerate All writes the subject, the e-mail and the note again.
5. Edit Internal Note (visible only to agents) if you want. It starts with the alert type, severity, source ticket, client, user and the AI's analysis.
6. Under Assign To Agent, keep the agent from the source ticket (marked Current), choose another or choose Auto-assign....
7. Select Create CS Ticket & Send Email.

HaloPSA creates the ticket with your internal note and no acknowledgement, e-mails the outreach message to the end user and relates the new ticket to the original one. The alert becomes Actioned: CS ticket, and the ticket appears in Active CS Items. If HaloPSA created the ticket but QuantumOps could not record it, a message says so. Select the button again in the same dialog to record that ticket. QuantumOps does not create a second ticket or e-mail the customer twice.

Create a Q-Notice from an alert

Q-Notice opens the Issue Q-Notice panel with the ticket already chosen as the scope. The alert's history records that you created one. See Issuing a Q-Notice.

Related pages

• Customer Success tickets and pending CSATs: follow up on the tickets and surveys you started.
• Acting on alerts from Slack and Teams: the same actions as buttons on a chat card.
• Stale ticket detection: what makes a ticket stale.