Import tickets from Halo
Bring in Halo tickets opened before you connected, with their conversation, and choose which ones the agent starts on now.
When you connect Halo, only tickets logged from then on come in by themselves. Import tickets brings in the ones opened before that, so the agent can work on your backlog too.
Import tickets shows at the top of Settings › Ticket system once Halo is connected. Only owners and admins can import.
What importing does#
- The whole conversation comes along. Each ticket comes in with everything written on it in Halo: the requester's replies, your team's replies, and your team's private notes. The agent reads all of it before it starts, so it knows what the requester was already told.
- Nothing is sent, and nothing changes in Halo. Importing emails nobody. The Halo ticket keeps its status and whoever has it.
- You choose where the agent starts. A ticket you start works like a new one: the agent looks into it, and if nobody has it in Halo yet, it goes to the Halo agent you chose under When a ticket comes in. A started ticket counts towards your plan. The others wait as Not started.
Import#
- 1
Go to Settings › Ticket system and click Import tickets.
- 2
Choose how far back to look: 7 days, 14 days or 30 days, or pick a date under Opened since. Choose Open tickets only, or Open and closed. To narrow the list, type part of a subject or a person's name under Search.
- 3
Tick the tickets to bring in. Everything that can be imported is ticked at first.
- 4
On each ticket, switch Start now on for the ones the agent should start on straight away. To start on every ticked ticket, switch on Start the agent on all selected.
- 5
Click Import at the bottom. The bar above it says how many start now and how many wait for you.
Each ticket in the list shows:
| Shown | What it is |
|---|---|
| Subject, Halo number and requester | As in Halo. |
| opened and updated | When it was opened in Halo, and its last action there. |
| Status | Its status in Halo, in Halo's own words. |
| Who has it | The Halo agent it is assigned to, or Unassigned. |
| Start now / Later | Whether the agent starts on it when it comes in. |
| Already here | It was imported, or came in by itself, already. Open goes to it. |
| Comes in closed | It is closed in Halo. It comes in closed, for the record, and the agent never starts on it. |
The list shows the newest 300 tickets at most. If there are more, it says so: pick a later date. Only the tickets of the clients this platform takes are listed (Which clients in Connect your ticket system).
When the import is done, a summary says how many came in and how many the agent is working on, with each ticket's link. Import more goes back to the list. Go to tickets opens the Tickets tab. A ticket that couldn't be imported says why next to it.
Tickets that are not started#
A ticket you imported without starting it waits as Not started. Nobody is told about it, and the agent does nothing with it until a person starts it. To start it:
- On its page: click Start the agent under Now.
- In Tickets: choose Not started in the status filter. Tick the tickets and click Start the agent on …, or click Start on one row.
- By writing to the agent about it: that starts it, with your message.
If the requester writes again in Halo meanwhile, their message is added to the ticket, and it keeps waiting. The agent reads it when it starts. Closing it in Halo closes it here too.
The log watcher uses the same state: an error it holds back because of its daily limit waits as Not started.