Introducing the latest enhancements in HaloITSM!
We’ve been hard at work incorporating your feedback to bring you a more efficient and flexible platform. Q1 of 2024 brought a range of new features, from leveraging AI for report queries and redesigning OLA configuration, to integrating Microsoft Teams chats directly within tickets, these updates are all about making your IT Service Management smoother and more tailored to your needs.
With new integrations such as VMWare Workspace and Tanium, HaloITSM continues to focus on becoming an extensible platform that seamlessly forms part of any tech stack.
New Features
1. Manage Microsoft Teams chats from within a ticket
You can now start a Microsoft Teams chat from within a ticket – this allows you to have direct communication with your Users, without having to switch between applications. The addition of this feature can improve response times, User experience and Agents’ efficiency.
2. AI detection of ‘Thank you’ confirmation emails
This functionality will look at the incoming email and determine whether the email reply on a closed/pending closure ticket requires further action or has any follow-up questions – this will re-open the ticket. Otherwise, if it detects that the email is simply to confirm resolution, then the ticket will remain closed/pending closure.
This will improve Agents’ productivity as they do not need to spend time closing tickets that have been closed previously – resulting in more free time.
3. Change the theme in the Self-Service Portal
We have now added the option to change your Self-Service portal to dark theme, as well as light theme. This provides a more flexible UI for Agents and Users and makes reading information on the self-service portal easier. Each User can tailor the appearance of their own Halo application, allowing them to choose a theme which they prefer.
4. Redesign of OLA configuration and structure
HaloITSM now gives you the option to configure targets per department, team and workflows to accurately track if OLAs have been met and their overall contribution to the Service Level Agreement. This will aid your teams to:
- Internally track targets, objectives, and commitments
- Identify key performance indicators to assess overall success
- Streamline internal communications
- Define roles and responsibilities across teams and departments
5. Reply to a User Action
Agents can now reply to an Action made by a user, if it was made via the self-service portal or email. Agents can do this by selecting the ellipsis on the action.
This new functionality allows for targeted responses to specific individuals, ensuring that only relevant parties receive the response. Having the ability to only reply to the last update by a user helps to maintain a cleaner communication thread, reducing clutter and confusion.
This can also enhance decision-making processes as only relevant stakeholders are consulted or informed.
6. Optimised attachment storage and raised file size limit
The attachment upload limit is now 100MB, allowing larger files (including videos) to be uploaded by the End-User, this will allow them to report issues and raise requests with more precise information. The enablement of larger files also means that agents can decrease resolution times, as they will be better equipped to understand the issue or request at hand.
We now offer file storage as a service; therefore, the database size and performance aren’t impacted by the number of attachments. This will also allow us to do malware scanning in the near future.
7. Leverage an AI Assistant to write report queries
The report builder uses an AI Assistant that can query from the whole HaloITSM database. You can select this option from the data source drop-down:
Simply enter a prompt and our AI assistant will return a customised report for you. The AI Assistant will also let you know if there are any issues that need amending, to ensure the report functions smoothly.
8. Use custom icons for portal buttons
We have added the functionality for Agents to choose custom icons on the6self-service portal for their Users, this means your self-service portal can be tailored to suit your Users’ preferences and to guide them better to the right place to log a ticket.
This new feature allows for more personalised branding and styling to the portal, to adhere with your organisation’s internal brand strategy.
9. Change colour on ticket list counter widgets
This feature allows you to have a distinguishment between different metrics – so a widget on a dashboard can be configured to change colour when it reaches a certain value. This allows for better visibility of any outstanding metrics on a dashboard, which enables you to plan your resources accordingly and delegate workload across teams using the platform.
New Integrations
Want to Find Out More?
For further information and to see all new features, click the question mark in the top right of your screen, then select ‘Show Release Details’.
To find out more information about future developments, look at our roadmap here!
If you’d like to speak to one of our team about specific features, or have any more specific questions, please contact your Customer Success Manager or feel free to contact us and we will get in touch as soon as we can!
