Hey folks, I just tried to introduce the New Call workflow from halo in our MSP but it just didn’t work. Here are my issues: - New Call screen allows you to select an existing ticket. No search or something, you gotta enter their damn ticket ID. Even if you do, on the right hand side you still see the screen to create a brand new ticket. Confusing. Doesn’t help much. Even though we wanted this feature (allow selection of existing ticket), we had to disable it because of this. - You can enter call notes on the left but those won’t get copied over to the ticket automatically. - Time is logged automatically during the call and is added to the „open“ action of the ticket. You cannot select the charge rate though, it just uses your default charge rate which is not always correct. - Different bugs every now and then: For example this error: An action must be associated with a ticket_id

Am I missing something? Is it just the way it is? What’s your workaround?

Things I would like to see: - Create that ticket and make the call an action in this ticket. Let me specify which action should be used and let me specify the fields (for example charge rate). Use call notes as rich text in this action. - Let me search for tickets like I can when merging tickets. Just use the same popup. - When I selected an existing ticket, show it to me on the right and don’t show me the screen to create a new ticket.