The resolution plan and reply drafts

On a ticket, QuantumOps helps you in two ways. It builds a resolution plan: a short list of steps that it expects to fix the ticket, worked out from the ticket and from similar tickets that were resolved. And it writes drafts of a reply to the customer or of an internal note. QuantumOps only proposes. A plan you review does not run until you lock it, and a draft in the Ticket tab is text for you to copy.

Technicians read the plan on the Ticket Dashboard in HaloPSA and review and run it in the browser extension.

Before you start: the dashboard is a tab in HaloPSA that your administrator has added (see Adding QuantumOps tabs to HaloPSA). For the dashboard to accept feedback and to act as you, the tab must carry your organization's tenant tab key, and you verify your agent identity once on each browser, as described below. Your HaloPSA agent record needs an e-mail address, because that is where the verification code goes. Reviewing, changing and running the plan, and writing drafts, need the browser extension and a sign-in to it; see Finding your way around the side panel.

Know what you can do here

A badge above the plan card shows how much trust your session has. Hover over it for a short explanation.

You may also see a Tier 3 · tools badge. It adds tool execution on top of Tier 2 when you hold a StackJack connection made on the older StackJack Integration page. Nothing creates new ones, because StackJack is an MCP source now, so most people never see this badge. It does not change anything described on this page.

Verify your agent identity

You verify once per browser. QuantumOps then recognizes the browser for that organization for up to 90 days.

1. Select Verify to act next to the badge. The button shows until you are verified.
2. In Verify your agent identity, select Send code. QuantumOps sends a code to the e-mail address on your HaloPSA agent record. The e-mail is titled "Your QuantumOps verification code".
3. Enter the 6-digit code and select Verify.

The badge changes to Tier 2 · verified and the button goes away without reloading the tab. If the page cannot take on the new identity, the badge stays as it was and the control says You are verified. Reload this tab to use it. Reload the tab. The code works for 10 minutes and you have 5 attempts to enter it. You can ask for a new code after 60 seconds.

If something goes wrong, use this table.

Your administrator can reach TechPulse support as described in Getting help.

See the plan on the Ticket Dashboard

The Qubit Autopilot — Resolution plan card sits under the badge, above the research cards. It is read-only: it shows where the plan stands and does not change it. It shows:

• A chip beside the title with the plan's status: Drafting, Ready to review, Failed, Updating, Locked, Running, Needs an agent, Completed, Stopped, Abandoned or Replaced.
• The plan's title, and the confidence band with a percentage, for example High · 82%. Hover over it to read How likely this plan is to work.
• A short summary, and how many steps can run on their own, for example 4 of 5 steps can run automatically.
• Why the plan waits, in amber, when it is waiting for someone, or why it failed, in red.
• Each step with its number, its title and where it stands: waiting to start, ready, waiting for an agent's click, waiting for approval, approved, running, done, skipped, failed, blocked by policy or approval expired. A step that has run shows its result, or its error, under it.
• Based on 12 similar resolved tickets. when the plan rests on resolved tickets, and a Sources list of the tickets and documents it is based on. A document with a web address opens in a new tab.
• The line Open in the QuantumOps extension to review or run.

When there is no plan, the card says No plan for this ticket yet. QuantumOps builds one when an agent opens the ticket in the QuantumOps extension. While it reads the plan it says Loading the plan….

The card follows the plan without a reload. While a plan is being drafted, locked, running or waiting, it reads the plan again every few seconds, and it reads it again when the ticket's analysis finishes.

Review and run the plan in the extension

QuantumOps builds a plan when an agent opens the ticket in the extension, and ahead of time for the tickets your Autopilot settings choose. The plan then shows in two places.

1. The Ticket tab shows a banner at the top when QuantumOps expects the plan to work. It reads Likely fix ready, or Likely fix ready — I can handle most of this for you when most steps can run on their own. Select Review the plan to open it. See Ticket tab.
2. The Assist tab shows the plan itself: its steps, the reasons behind it and the tickets it is based on. There you can change it, ask AI to refine it, lock it so that QuantumOps runs it, and step in when a step needs you. See Assist tab.

A step that needs an approver waits in the Approvals tab of the person who was asked.

Draft a reply or a note

QuantumOps writes a draft from the ticket, its recent conversation and similar past tickets, shaped by your organization's communication policy. In the extension's Ticket tab:

1. In Reply drafts, select Draft reply for a message to the customer, or Draft note for an internal note.
2. A New draft card appears. Edit the text, or select Preview to read it as it will look. Open Why this draft to see how it was written.
3. Select Copy and paste the text into HaloPSA.

Ticket tab has the details. In the Assist tab, a guide that was started in HaloPSA drafts a note or an e-mail for each step and posts it as you; see Assist tab. On Autotask and ConnectWise PSA the dashboard tab does not exist, and a reply to the customer goes out as a customer-visible note that your PSA e-mails; see Customer e-mail on Autotask and ConnectWise.

Follow the communication policy

Every draft is written to your organization's communication policy: its tone, its style guide, the phrases a reply must never contain, the wording it must always contain, and its signature. Only an Administrator changes the policy. See Communication policy for AI replies.

Give feedback

When you rate a research finding or a memory on the Ticket Dashboard, or correct a triage recommendation, QuantumOps records what you did. Sherlock research and live context explains the ratings. Copilot Analytics counts them, and Override and feedback review is where a manager approves feedback before QuantumOps learns from it.

Related pages

• The Ticket Dashboard in HaloPSA, the screen the plan card sits on.
• Assist tab, for reviewing, changing and running the plan.
• Ticket tab, for the banner and for reply drafts.
• Sherlock research and live context, the research cards under the plan.
• Communication policy for AI replies, for the rules every draft follows.
• Copilot Analytics and Override and feedback review, for what happens to your feedback.