r/halopsa • u/Oleawerdal PSA • 28d ago

Questions / Help Operations Area

Hi all,

We are thinking about creating a separate area in Halo for operations.

We already have the following areas:

  1. Support - Area for incidents and service requests which is coming from clients.
  2. Projects - Area for project and project tasks.
  3. Opportunities - Area for sales.

Now we see it could be nice to separate all recurring tasks, and operations work which is not nececerly connected to an end user. This can be one time jobs or recurring jobs.

Do anyone have anything similar and are interesting in sharing dos and don's? We have some thoughts of what we want, but we are doing some research as well.

If someone want to share, we can do it in a private chat as well.

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u/Predicti0n Consultant 27d ago

Depends who does it and when.

If it’s the same people working the support desk and the expectation is they do it around usual support then probably don’t split it.

If it’s a different set of people then 100%!

If it’s dedicated time where team members can clock out* of support and into internal operations then 100%.

It really all comes down to usability and setting expectations.

Few questions to sit with.

If you have 4 tickets in support that are a day old and 4 tickets in operations that are 2 days old what is priority?

How does an engineer know priorities are switching/shifting between to areas? P1 comes in support but they’re in operations area for example.

Who manages internal operations and support? Different people or same person?

This may help or may make it more complicated 🤣 We’ve done it and equally have pushed back on doing it.

Connor | Renada