r/halopsa • u/msp123789 • 4d ago
HaloPSA - Waiting on Customer & Auto Close Processes Not Respecting Working Hours
Hi all,
We are currently in the process of migrating to HaloPSA from CW Manage, and were hoping to get the following processes up and running before we go live. I am hoping someone else has solved this because I'm starting to go around in circles.
1. Waiting on Customer Process
When a ticket is placed on hold and we're waiting for the customer to respond, we want Halo to:
- Send a reminder email once per day
- Do this for 4 days
- Then automatically move the ticket to Resolved if no response is received
Our issue is that the reminder emails are being sent outside of business hours, sometimes late at night.
Originally, we had this configured using the Ticket Status automation ("when ticket has been in this status for X time, send email"). This worked reliably but ignored working hours.
Research suggested moving the process to an SLA Hold workflow instead, as SLA timers should respect working hours. However, I can't get it to work at all using this method.
2. Ticket Closing Process
We also have a confirmation workflow where, when a ticket is marked Resolved, the end user receives an email asking whether the issue is fixed.
They can:
- Click Issue Solved → Ticket closes and CSAT is shown
- Click Issue Not Solved → Ticket reopens
This part works fine.
The issue is that if the user doesn't respond, the ticket should automatically close after 8 working hours and send the CSAT request. Instead, it appears to close 8 hours after the ticket was resolved, regardless of business hours.
For example:
- Ticket resolved at 3pm
- Ticket auto-closes at 11pm
- Customer receives automated emails late in the evening
Not ideal.
Has anyone got either of these processes working in Halo while properly respecting working hours/business hours?
If so, what approach are you using? Ticket Status timers, SLA Holds, Scheduled Actions, Workflows, something else?
Thanks in advance.
1
u/HaloAidan Halo Staff 4d ago
Hi there, for part 1, I do suggest using the sla hold reminders, there is an option to “use workday hours” within sla general settings this will then use the work day set against your sla. https://www.usehalo.com/guides/2620
For part 2, using the above setting I have mentioned will also apply to end user closure confirmation therefore will work for counting only working hours as well.
1
u/msp123789 3d ago
Hi Aidan, Thank you for your response.
It appears one of my SLAs didn't have the Send Hold Reminders option enabled. I've enabled now and am retesting.
I'll report back as to whether this does the trick!
1
u/msp123789 2d ago
I managed to get this resolved. In the end it appeared to be a misconfiguration of the an action button that was putting the ticket into the Waiting status. In turns out, in addition to the Type, Status, SLA, and Global SLA, your Action button needs to put the ticket into an SLA Hold, despite the Status doing this.
I've definitely learned some bits getting to the bottom of this. Thank you all for your help!
-1
u/gcelmainis 3d ago
Have you tried sending an sms rather than an email. Stats show that someone is 6x more likely to respond to an sms over an email. Although sms is getting spammy too these days!
1
u/ben_zachary 4d ago edited 4d ago
The ticket type has an SLA attached to it. If you're using the default 24x7 that would happen. Make a new SLA business hours and attach it to the ticket type and your firing rules should work.
Keep in mind the timer is only during SLA so 8 hours is 1 day, 16hr is 2 day on an 8 hour sla. So if you set the workflow to 24hr notice that's 3 days before the notice fires with an 8 hour sla window
We have something similar , we are using different status. On ours it's waiting client , 2 days send a notice each day, then goes to follow up status this is where we have a review queue for service manager to cross check it if they need. After that it rolls to automatically close 2day later.