Board configuration

The Board configuration drawer is where you shape your own dispatch board. You choose which panels you see and in what order, what the queue holds, which badges count the footer, which lists you watch, when a ticket counts as at risk or stale, and how the canvas looks. Dispatchers, service desk managers and customer success staff each set up their own board here.

Before you start: you need a role that can open the dispatch board: Administrator, Service Desk Manager, Dispatcher or Customer Success (see Opening the dispatch board). What you change here affects only your own board. The Board rules tab is the exception (see below), and the Workspace tab has its own page (Workspace: how pings reach you).

Open the drawer

1. Select Settings in the toolbar of the board.
2. Choose a tab: Layout, Queue, Badges, Lists, Board rules, Alerts, Canvas or Workspace.
3. Changes apply as you make them. Close the drawer with the cross or Esc.

The heading of the drawer tells you where your settings are kept: "Saved to your account" when the server stores them for you, or "Saved in this browser (server has no preferences API)" when it cannot. In that second case your settings stay in this browser only and do not follow you to another computer.

The Board rules tab changes what every board hides, for everyone in your organisation. Everyone can read it; only Administrators and Service Desk Managers can change it. See Board rules: what every board hides.

Choose and order your panels

1. Open the Layout tab.
2. Under Rail tabs, you see the tabs that follow "Needs you" on the left rail: Dispatch queue, Tracked tickets, Lists and Agents. Under Intel drawer, you see the panels of the Intel drawer, top to bottom.
3. Use the up and down arrows to change the order. Use the eye button to hide a panel.
4. To bring a hidden panel back, select it under Hidden panels. It returns as a rail tab or in the Intel drawer, depending on where it belongs.
5. Tick Keep the Intel drawer open to pin the Intel drawer beside the board instead of letting it close when you open a ticket or an agent.

A panel stays on its own rail. You cannot move an Intel panel to the left rail or the other way round. The default view, density and the other settings that change how the board looks are in the Workspace tab. See Intel: alerts, capacity and AI insights.

Set what the queue holds

The Queue tab controls the Dispatch queue tab of the rail.

1. Read the sentence at the top. It says in words which tickets are in the queue and how they are ordered, and a line under it counts the open tickets that match now.
2. Under Order, choose how the queue is sorted: Breach risk, SLA % used, Priority, Oldest first or Newest first.
3. Under Show at most, enter how many tickets the rail lists, from 5 to 500.
4. Under Which tickets are in the queue, set the filter (see Use the filter editor).

The rail also follows the search box and an active list or badge, so it can show fewer tickets than the count in the Queue tab.

Create footer badges

Badges sit in the footer. Each one counts the open tickets that match its filter, and nothing else decides the number. Select a badge to filter the board and the queue to those tickets, and select it again to clear.

1. Open the Badges tab.
2. Select New badge, or choose one under Add a ready-made badge. The ready-made ones include a badge for each workflow stage.
3. Type a label, up to 40 characters, and pick a colour.
4. Select the sliders button (tooltip Edit the filter) to edit the badge's filter.
5. Use the on box to show or hide the badge, the arrows to move it, and the bin to remove it.

A badge that uses the Mine assignment appears once the board knows which HaloPSA agent you are.

Create lists

A list is a name, a colour and a filter. Lists show as counts in the Lists panel, as dots on the hexes when Overlays on each hex is Everything, and as clusters in the Lists view (key 8). The presets can be edited or switched off, but not deleted.

1. Open the Lists tab.
2. Select New list, then give it a name and a colour.
3. Select the sliders button (tooltip Edit the filter) and set the filter.
4. Use the on box to show or hide the list.

Use the filter editor

Queue, badges and lists all use the same filter editor. The sentence at the top describes the filter in words and shows how many open tickets match now.

Under Include only, a ticket must match every field you fill in:

Under Leave out, you can remove tickets of chosen Clients, Ticket types, Teams, Categories and Statuses.

Set the thresholds

1. Open the Alerts tab.
2. Under Thresholds, set SLA warning at (a percentage of the SLA that has elapsed) and Stale after (hours without activity). A ticket past the SLA warning counts as at risk, and a ticket with no recent activity for that long counts as stale.
3. How close to a breach a ping starts is not set here. It is one number, Breach warning, in the Workspace tab under What counts as urgent. Each breach signal under Tell me when... can override it with Warn this long before the breach.

Turn on browser notifications

On-screen messages always show. A browser notification reaches you when the board tab is in the background.

1. Open the Alerts tab.
2. Tick Browser notifications. Your browser asks for permission the first time. If you answer no, the box stays off. If the browser has blocked notifications for the extension, you cannot tick the box: allow them in the browser's settings, reopen the Alerts tab and tick the box.
3. Tick Changes on tracked tickets if you want to be notified when a ticket you track changes.
4. Under Recommendations, choose All, Critical only or Off (see Recommendations and plans).

The Browser notifications box is the same setting as the one in the Workspace tab. Which pings notify you, and which play a sound, is set in the Workspace tab under Sound and notifications (see Workspace: how pings reach you).

Set up Pulse, the attention layer and the hexes

1. Open the Canvas tab.
2. Under Pulse, choose how and where the timeline shows. See Pulse, live calls and notice ribbons.
3. Under Attention layer, tick or clear Q-Notice ribbons, Live call tiles and Agent frames. Agent frames adds a capacity bar, an on-a-call ring and a handover badge to each agent cluster in the Agent view.
4. Under Tracked tickets column, choose Right side of the canvas, Left side of the canvas or Off — tracked hexes stay in their groups. With the column on, tracked tickets fly out of their group into it. When it is full, the rest stay in the Tracked tickets panel.
5. Under Overlays on each hex, choose Essential (the SLA ring and who owns the ticket, with the rest on hover) or Everything (list dots, notice, recommendation, call and guided marks).

What raises a ping, and how loudly, is in the Workspace tab.

Run the wizard again, take the tour or reset

At the bottom of the drawer:

• Run the setup wizard again reopens the wizard (see Board setup wizard and tour).
• Take the tour starts the board tour.
• Reset to defaults asks "Forget lists, tracked tickets and layout?". Select Reset to clear them and start the setup wizard again, or Keep to cancel.

Related pages

• The dispatch board at a glance
• Workspace: how pings reach you
• Board rules: what every board hides
• Board setup wizard and tour