Setting up Talos
Now select the Talos Settings you would like to take advantage of. These can be modified at any time in the future through the Talos menu.
Characters in a ticket resolution field
For IT Service providers that do ad-hoc invoicing and utilize the ‘Resolution’ field of a ticket to appear on the invoice, you can use this field to limit the number of characters. Set it to 0 if you’re not using this feature. See a full explanation here.
New ticket notification
For any new tickets arriving in your chosen queues that you want to be notified in Teams about. See the feature guide here.
New ticket Idle
If a new ticket is idle for too long, we have specific notifications for that. See the feature guide here.
Customer replied notification
When a new note from an external party is added to a ticket, you will receive a notification and possible actions. See the feature guide here.
Resolved ticket QA
This utilises the Maximum Character in the Resolution field above to notify the tech and prompt them to amend it directly through Teams. See the feature guide here.
Whatever your SLA Preferences are, this will alert the assigned tech or the manager when any SLA expires. See the feature guide here.
After setup, the workflows click Submit to continue the onboarding process.