Streamline Your Ticket Closure Process in HaloPSA

About this Series

This discussion guide is part of Rising Tide’s Fall 2025 book club, where we’re reading The Go-Giver by Bob Burg and John David Mann.  

If you’re just joining us, start with Chapter One – The Go-Getter for an introduction on how to use these Discussion Questions and you may also find our conversation on why we started a book club for a technical team here: Book Clubs, Conversations, and Curiosity.

Chapter Two Summary

In Chapter Two, Joe finally learns ‘The Secret’ from Pindar and it’s not what he expected, at all. The idea that success comes from giving sounds simple, but it seems Joe will need to put each principle into action to truly unlock the heart of the Secret of being a Go-Giver.

Chapter Two Discussion Questions

Use these open-ended prompts to guide reflection and conversation. Remember, there are no right answers!

• Who is the most successful person you know?
  • Define that success. Is it social, fiscal, skill?
  • What do you THINK is THEIR secret?
• How does Pindar’s treatment of Rachel make you feel?
  • Does it feel genuine to you?
  • Do you feel there should be more boundaries between her role as employee and his role as boss?
  • What do you see the difference is between “share her coffee” and “make a killing”? What does the difference in phrasing mean to you?
• What are your initial reactions to the Trade Secret reveal?
  • Do you align with Joe, that if you give too much, that people will take advantage of it?
  • How do you feel about the statement, “You get what you expect. The world treats you more or less the way you expect to be treated.”

Rising Tide Input for your Consideration

• Remember, this is a fictional book, a fable. It flattens complexity so the author’s ideas can land with clarity. It is a good practice to take all works of art — music, writing, videos, conversations — as conversation starters and not fact.
• Your therapist wants you to know that while giving can be a way of life, It’s vital that you practice discernment. Giving should be a sustainable practice, where you aren’t allowing harm to yourself or others in your care. Perhaps you can start with you.   About Larry King
  • Do you think he actually said “The bigger they are, the nicer they are?” — we couldn’t find it!
    • Q&A: Larry King on asking simple questions and listening closely - Columbia Journalism Review
    • Larry King, arguably more successful than our fictional Pindar, is quoted in the above interview saying his own secret: “The secret of what we’re doing right now is there’s no secret. Be yourself.”
• Simon Sinek’s #1 Rule of Public Speaking: “You’re Here to Give”
  • We’re huge fans of Simon Sinek. Recently, we watched his lesson on becoming a better public speaker on his Optimism library, and this chapter reminded us of his #1 rule for public speaking: You’re here to give. Not to receive adoration or accolades, but to connect deeply with attendees and share what you’ve experienced. When you align your core goal with giving instead of receiving, you enable yourself to speak with power and conviction you cannot conjure from anywhere else.  
  • Read more here: Simon Sinek’s #1 Rule for Public Speaking
  • About the Optimism Library: https://simonsinek.thinkific.com/pages/the-optimism-library

About Rising Tide and our Book Club

Rising Tide helps MSPs and service-focused teams build better systems: the kind that align people with purpose.

Every Friday at 9:30 AM ET, we host Rising Tide Fridays as an open conversation for MSP owners, consultants, and service professionals who want to grow both professionally, technically, and emotionally. In Fall/Winter 2025, we’re walking through The Go-Giver, chapter by chapter.

If that sounds like your kind of crowd, reach out to partners@risingtidegroup.net for the Teams link.
Bring your coffee and curiosity…no prep required.

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About this Series

If you’ve already read Book Clubs, Conversations, and Curiosity, you know that at Rising Tide, we don’t host book clubs for the sake of reading. We use them as an excuse to talk, to listen, and to practice curiosity together.

The Go-Giver by Bob Burg and John David Mann is the first book that we've chosen to explore together in this way. Each week, we’re reading one short chapter together and using a few open-ended questions to spark real conversation: no lectures, no wrong answers, just reflection.

Below are our discussion prompts for Chapter One: “The Go-Getter.”‍

They’re written for teams like ours: busy, service-minded, sometimes too practical for their own good...who want to slow down long enough to notice what these stories have to teach.

How this guide is different from others you'll find online: We keep it chapter-focused. Every set of questions focuses only on the current chapter so there is no foreshadowing, no jumping ahead, no “we’ll get to that in Chapter 7.” The goal is to slow down and savor the smaller ideas that get lost when you rush to the big themes, and we're going to make sure that team members that are "behind" have enough data points to connect the dots and contribute even if they're not caught up to the current reading.

Use them however you like. Whether you’re reading along with us or just looking for a fresh team conversation starter, we hope these questions help you stretch a little, think differently, and see something new in yourself or your work.

Some Tips on how to use this Guide

1. Keep it simple. No slides. No structured lessons. Read a question aloud, give a solid 10-second pause, sometimes you have to let the awkwardness of silence drive the conversation.‍
2. Honor the one-chapter rule. No spoilers, no summaries! Stay inside the chapter or assigned reading. If someone raises a later theme, park it in a “Next Chapters” list and keep today focused. Similarly, don’t try to solve the book. Ask what this chapter made people notice or feel—nothing more.
3. Actively include people who didn’t read and make space for quieter voices. Use prompts like, “From this idea alone, what stands out?” Curiosity doesn’t require homework. Explicitly ask: “Anyone who hasn’t shared want to weigh in?” Intentionally invite two voices before anyone speaks twice‍
4. Time-box it. 15–30 minutes. One good discussion beats five rushed questions.‍
5. Close with a single takeaway. Each person names one sentence, idea, or action they’re taking into the week. Log it. Revisit next time.

If you tweak or add questions, tell us at partners@risingtidegroup.net. We’ll keep improving this tool for other MSP teams.

Chapter One Discussion Questions and Observations

Chapter One Summary

In this chapter, we meet Joe, a go-getter who doesn't seem to be getting what he's going for. We are also introduced to his coworkers: Melanie and Gus, who help connect him with Pindar, or the Chairman, who agrees to tell Joe the huge trade secret that will surely be his key to success.

Chapter One Questions

• How would you describe or define a go-getter?
• Is it a good or bad thing? Why?
• Do you consider yourself a go-getter?
• Do you know people like Joe, Gus, or Melanie? What do you think of them as people or colleagues?
• Why do you think the authors chose the name Pindar for the Chairman?
• What do you think Pindar's conditions are going to be?

Chapter One Observations from the Rising Tide Team

• Being a Go-Getter isn’t a bad thing!
• It’s important to remember that the authors of this book are likely flattening the depth of characters into caricatures to more cleanly get the point of their story across. This is important to remember because rarely in life will the humans you interact with be the fulfillment of the assumptions you make about them.
• Pindar is the name of a Greek poet who wrote odes of Victory. https://en.wikipedia.org/wiki/Pindar. Does this mean we can expect victory for Joe?
  

Creatures of a day! What is anyone?
What is anyone not? A dream of a shadow
Is our mortal being. But when there comes to men
A gleam of splendour given of heaven,
Then rests on them a light of glory
And blessed are their days. (Pindar, Pythian 8)

Join the Conversation

Want to hang out in these conversations with the Rising Tide team? We meet Fridays at 9:30 AM ET to talk through important business, technological, and communal developments, and for the next 14ish weeks, The Go-Giver! If you’re an MSP owner, consultant, or service professional who wants to grow your team’s emotional intelligence alongside your technical skill, you’re welcome here.

Reach out to partners@risingtidegroup.net for the Rising Tide Fridays Teams link. Bring your coffee and curiosity: no prep required.

In By the [run]Book Episode 9, Connor and Robbie power through the rest of HaloPSA v2.2 — unpacking dozens of quality-of-life updates, automation improvements, and admin refinements that make daily operations smoother. From new calendar defaults and contract history tabs to long-requested rule enhancements and KB management upgrades, the pair keeps the banter light and the insights practical.

Perfect for MSPs, admins, and implementation teams who want to understand not just what’s new, but why it matters in real-world use.

Watch Now: By the [run]Book: Episode 9
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.

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Added the “Other Uses” tab to email templates | v2.2 #909265 | 2:53

This new Other Uses tab shows every place an email template is used — from rules to mailboxes to notifications.

• Easier to audit dependencies and clean up old templates
• Improves visibility when editing or deleting templates

Added a new Ticket General Setting that adds a system Action to log when qualification matching occurs on a ticket | v2.2 #898706 | 3:42

A new system action logs each time qualification matching runs on a ticket.

• Tracks when and how qualification criteria matched
• Useful for auditing automation behavior

Added approval option to choose CAB based on custom field | v2.2 #896229 | 4:22

CAB selection in approval processes can now reference a custom field.

• Supports text or single-select fields matching the CAB ID or name
• Enables dynamic approver routing based on ticket data

Logged in Users can now save a draft of a Ticket they are logging on the Self Service Portal | v2.2 #884056 | 5:50

Portal users can start a ticket and save progress as a draft.

• Ideal for long or multi-step ticket forms
• Prevents data loss if users need to pause

Quote Revised workflow trigger has been added | v2.2 #883519 | 6:51

A new trigger fires whenever a quote is revised.

• Enables automated notifications or state changes on revision
• Complements existing quote sent and approved triggers

Runbook start authorization type of “Halo API Bearer Token” added | v2.2 #881366 | 8:04

Runbooks can authenticate via Halo API Bearer Token.

• Executes the runbook as the agent calling it instead of a system account
• Adds flexibility for API-driven integrations

Added a new setting to always default the calendar selection to the currently logged in agent | v2.2 #859262 | 9:29

Simplifies calendar management for agents.

• Automatically opens their own calendar first
• Reduces manual selection errors

Added the ability to bulk update the Next Review Date field on Knowledge Base Articles | v2.2 #858884 | 11:12

Administrators can update review dates for multiple KBs at once.

• Great for annual content reviews
• Keeps knowledge bases fresh and compliant

Knowledge Base Article fields are now available as fields to be shown when Approving/Rejecting on an Approval Process | v2.2 #857514 | 11:12

Add KB fields to approval forms for better context when reviewing changes.

• Reviewers see article metadata before sign-off

Added a new column to the MessageContent table to identify Subject, Body, and Footer components of email templates | v2.2 #855304 | 11:58

Improves data visibility for developers working with email template records.

• Makes debugging and reporting easier

You can now add Sales Mailbox emails to CRM notes of Clients, Sites or Users | v2.2 #844239 | 13:45

Sales emails can be attached as CRM notes to keep records complete.

• Centralizes client communications
• Improves visibility for sales and account teams

Added a new method for receiving stock on purchase orders | v2.2 #843072 | 15:10

Introduces SKU validation during stock receipt.

• Reduces manual entry errors
• Found under Items & Stock Control → General Settings

Change History tabs have been added to Contracts and Supplier Contracts | v2.2 #836482 | 17:27

New tabs track every edit made to contracts.

• Adds an audit trail for agreements
• Increases accountability in contract management

Added a call management setting “Continue calls after logging or linking a call to a ticket” | v2.2 #833694 | 19:19

Calls no longer end automatically when linked or logged to a ticket.

• Lets agents keep the call open for follow-up
• Avoids losing context mid-conversation

Charge rate restrictions now apply, based off of the ticket type, when logging quick time | v2.2 #823209 | 22:44

Quick Time entries now respect ticket-type charge rate rules.

• Enforces billing consistency across types
• Useful for projects and service billing

You can now add Attachments to Canned Text | v2.2 #822463 | 24:14

Canned Text can include file attachments.

• Great for sending standard documents or forms
• Reduces manual uploads

Introduced a ticket type level override for the “Show the Quick close option on the new Ticket screen” global setting | v2.2 #816120 | 25:09

Control Quick Close visibility per ticket type.

• Enforce processes where closure must follow workflow
• Keep it available for simple incident types

Added access control to PDF Templates | v2.2 #814057 | 27:08

PDF Templates now respect access controls.

• Limit who can configure or edit templates
• Non-admins can be granted permissions as needed

💬 Off-topic: LOG SITE VISIT THE RENADA WAY | 28:35

The team demonstrates Renada’s custom “Log Site Visit” action as a cleaner alternative to Halo’s arrive/leave process.

• Uses custom fields for distance and travel hours
• Simplifies reporting and expense tracking

Main Contact has been added as an option for Site Column Profiles | v2.2 #812754 | 31:03

Show the Main Contact directly in Site views.

• Helps identify key contacts at a glance

The “Team” field under Ticket information is now a hyperlink | v2.2 #807462 | 32:01

The Team label is clickable and opens the team configuration.

• Quick navigation for admins and team leads

You can now receive stock on all purchase orders linked to a ticket at once | v2.2 #801168 | 32:30

A new system use allows receiving all POs from a ticket in one action.

• Saves time in procurement workflows

Added option to map to the source field when using event management | v2.2 #799024 | 34:28

Event management can map incoming data to the ticket Source field.

• Makes integration data more traceable

“Add Note to Parent” is now available as a separate checkbox option in action configuration | v2.2 #798972 | 36:43

The Add Note to Parent option can now be combined with other system uses.

• Allows dual behavior without duplicate actions
• Fixes previous limitations for linked tickets

Added the option to default custom SQL single selects to the first value | v2.2 #795490 | 37:44

Custom SQL single select fields can now auto-populate with their first value.

• Simplifies form design
• Reduces empty field errors

Added the “User” field to Actions Field List | v2.2 #795488 | 40:41

A new User field is available for actions.

• Lets agents reassign tickets without custom runbooks
• Fills a long-requested gap in action configuration

The total time logged against a Ticket can now be used on the Rules and Approval Rules | v2.2 #789731 | 41:59

Rules can evaluate total time logged to trigger pop-ups or actions.

• Example: warn technicians after X hours worked
• Adds granular control to service processes

Various improvements to the ServiceNow integration | v2.2 #788388 | 45:58

Backend optimizations enhance ServiceNow sync reliability and speed.

You can now use Dynamic Distribution Lists for Nurture Mail Campaigns | v2.2 #776030 | 46:17

Mail campaigns can leverage dynamic distribution lists.

• Automatically add new contacts to email sequences
• Great for onboarding and training emails

Client-side pagination added to large reports to improve rendering performance | v2.2 #772884 | 48:38

Large reports now load page-by-page to avoid browser timeouts.

• Default limit of 1,000 rows per page (can be adjusted)
• Keeps reports responsive and stable

Option to index tickets based on ticket rules and ticket filtering options when indexing existing records | v2.2 #771405 | 51:05

Adds criteria-based indexing controls for AI and search.

• Re-score tickets to match updated filters

Improved holiday allowance tracking | v2.2 #770136 | 51:42

Different holiday types can have their own allowances and carry-over rules.

• Better alignment with HR policies
• Overrides available per agent

The criteria option “Not equal to” has been added for Checkboxes used in Ticket Rules | v2.2 #674405 | 52:46

Rules can now check if a checkbox is not selected.

• Adds negation logic for workflow criteria

Dollar variables ($) can now be used on Recurring Invoices when generating Invoices for the Notes and Reference fields | v2.2 #578765 | 52:57

You can insert dynamic values into recurring invoice notes and references.

• Automates naming with customer  or agreement details
• Speeds up recurring billing setup

Added the ability to add Charge Rate restrictions and overrides to Top Level | v2.2 #557573 | 55:08

Charge rate controls can now be applied at the top-level entity.

• Enforces billing consistency for suppliers or clients

Checkbox custom fields can now be used as triggers in lookup profiles | v2.2 #483346 | 55:48

Lookup profiles can now trigger based on checkbox fields.

• Expands conditional form logic capabilities

A setting has been added to Report configuration so that a Mailbox can be specified to be used for sending Scheduled Reports | v2.2 #459155 | 56:15

Choose which mailbox sends automated reports.

• Improves deliverability and branding control
• Configurable under Reporting → General Settings

Filters on dashboards are now multi-selects | v2.2 #432838 | 57:25

Dashboard filters support multiple selections at once.

• Compare multiple teams, agents, or customers
• Huge usability improvement for managers

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