Internal discussion on customer/user facing tickets can sometimes cause confusion and make a ticket difficult to track and follow (it usually leads to the ticket being reassigned back and forth between agents with notes added each time). Halo addresses this issue with a new Internal Conversations feature.
Internal Conversations is enabled via Tickets > General Settings:
If the first checkbox is selected, a button to Create a new Conversation ticket will then show next to the action options menu on the history:
This will open the new ticket screen with the details and summary defaulted to values from the action, and user set to the agent to which they want to communicate with (the agent field will need to be added to the ticket type selected in the ‘ticket type for conversion tickets’ selection above).
The newly created ticket will be related to the original (the related ticket will show on the action and on the related tickets list for that ticket, as well as the created ticket) and have a link in the action record to the ticket that created it and (if the second checkbox is selected) a Reply button in the action history. The Reply button adds an action to the ticket it was originally created from. Again, each action note will show clearly what ticket it came from and what ticket it created or updated. For example:
A history view option has been added to show only tickets that have intra-ticket conversations using this method.
An action system use has also been added to update the original ticket, so you can have a dedicated action in your actions bar for this purpose. An option has also been added to action records to allow note to be populated from the details of the newly created ticket.