The ticket cockpit and assigning work

The cockpit is the panel that opens beside the dispatch board when you select a ticket. It shows what you need to decide who should work the ticket, and lets you assign it from there. This page also covers the right-click menus, which put the common actions on every ticket and agent. Dispatchers, service desk managers and customer success staff use it.

Before you start: you need the Administrator, Service Desk Manager, Dispatcher or Customer Success role, and the board has to be open (see The dispatch board at a glance). Reading the cockpit needs nothing more. Assigning, quick assigning and booking a slot need a QuantumOps login that is linked to a HaloPSA agent.

Open the cockpit

Select a ticket in any of these places:

• A hexagon on the field. If the ticket has a ping, the focus card opens instead, and its Open in Cockpit button takes you to the cockpit.
• A row in the Queue or Tracked tab.
• Open in the cockpit in a ticket's right-click menu.
• A ticket in an agent's lens, or the footer button that names the most urgent SLA.

The cockpit takes the place of the Intel drawer while it is open. Close it with Close cockpit. The board's keys are listed in Board shortcuts, notices and troubleshooting.

Read the ticket

At the top of the cockpit you see the ticket number and these buttons: Track (or Tracked, when you already follow the ticket), Halo, Copy ticket id and Close cockpit. The Halo button, labelled Open in Halo when you hover it, opens the ticket in HaloPSA in a new tab. It appears when the board knows your HaloPSA address.

Under that, small chips give:

• The priority and the SLA state, as SLA breached or the share of the SLA used.
• The HaloPSA ticket type and the stage, with how long the ticket has been in that stage.
• The guided-work state (see Guided work and HaloPSA colour sync), and VIP when the client is a VIP.

Then come the client and user, who the ticket is assigned to (or Unassigned), its category and its summary. Where the ticket has no summary yet, the cockpit says No summary yet.

Below that the cockpit has these sections:

Assign the ticket

The Technicians section ranks the technicians for this ticket, the same ranking as the extension's Triage tab. An administrator decides whether the ranking matches skills; see Rank technicians by skill. Each row shows:

• A FIT score. Hover it for the composite score behind it.
• The technician's name, team, status and when they are next free.
• The ticket's required skills they have, in green, and the ones they lack, in amber as no and the skill.
• An Assign button, or Current for the technician who already owns the ticket.

To assign:

1. Select Quick assign to the best fit to assign to the top-ranked technician, or select Assign on any row to choose someone else. Up to six technicians are listed. If the ticket has no ranking yet, the cockpit says No ranking for this ticket yet. The Quick assign to the best fit button is not shown for a resolved ticket, or while an earlier assignment of this ticket is still waiting for HaloPSA.
2. The board asks you to confirm. The dialog is titled Quick-assign ticket #123, Assign ticket #123 or Reassign ticket #123, and shows the ticket, who has it now and who will get it.
3. Select Assign, or Reassign for a ticket that already has an owner.

Every assignment is written to HaloPSA first. The board changes only after HaloPSA accepts it. Then the hexagon moves to its new place and the activity feed in Intel records the assignment. If HaloPSA refuses, the dialog shows HaloPSA's reason and says Nothing changed on the board. Retry, or assign in Halo directly.

The cockpit shows the ticket's HaloPSA type but does not change it. Use Open in Halo to edit the ticket in HaloPSA.

Book a slot for a technician

The Book a slot section appears only when appointment scheduling is switched on in your dispatch workflow settings and your login can schedule. See Dispatch workflow and scheduling settings.

1. Under Choose a technician, pick the technician. It starts on the ticket's owner, or on the top-ranked technician when nobody owns it. Each name shows their fit.
2. Pick one of the free slots shown, up to eight. If none fit, the section says No free slots in the next window for this technician.
3. Select Book tentative appointment.

The appointment is booked as tentative. The section then says whether it was booked.

Use the right-click menus

Right-click a hexagon, a row in the Queue or Tracked tab, or an agent's card.

On a ticket

On an agent

Every assignment from a menu is confirmed first and written to HaloPSA first, like the ones above.

Related pages

• The dispatch board at a glance
• Queue, tracked tickets, lists and agents
• Dispatch workflow and scheduling settings
• Recommendations and plans