How to Setup Voicemail to Ticket for HaloPSA

1. Log into the 1stream Admin Portal.
2. Go to the Administration > Manage Organization menu in the top right.   
   
3. Scroll down to the Connected Account and CRM Settings section.
   
4. Click on the HaloPSA text. The Edit Connected Account/CRM settings pop-up will appear. 
5. Scroll down to the Client Voicemail To Tickets section. 
   
6. Click on the green circled + to open the configuration pop-up. The Add New Client Voice Mail Extensions to Tickets pop-up will appear. 
   
   Please note that you can leave the default “Select” option for any fields that you do not wish to specify, as long as they are not required for new ticket creation in your HaloPSA instance.
7. In the Extension Number field, pick the desired extension that will receive the voicemails that should be pushed to ticket.
8. In the Ticket Type drop-down, select the desired board that the voicemails should be sent over to.
9. In the Status drop-down, select the desired status the voicemail ticket will be placed in, if applicable.
10. In the Assigned Agent drop-down, select the desired Agent that will be assigned when the ticket is created, if applicable.
11. In the Category 1 - 4 drop-downs, select the desired Category that will be applied to the ticket, if applicable.
12. In the Impact drop-down, select the desired Impact value that will be applied to the ticket, if applicable.
13. In the Urgency drop-down, select the desired Urgency value that will be applied to the ticket, if applicable.
14. In the Source drop-down, select the desired Source value (e.g. “Phone” or “Call”)
15. Click the Save button.
16. In the VM to Ticket Settings section, specify the Catch All Company and Contact that will be used when the caller cannot be matched to an existing contact.
    

Once done, any voicemails received for the assigned extension will produce a ticket with the voicemail file and transcription as an attachment. It does take a few minutes for the voicemail to be transcribed and the ticket to be created.