We’ve introduced several new features, updates and integrations in the second quarter of 2023. We would like to take this opportunity to showcase some of the key new features that have been released during the fist quarter of this year.
As an organisation, we would like to thank all of those who have provided feedback and suggestions for new features. We always have and will continue to take into account our clients ideas, in addition to our pool of thoughts internally. Overall, we’re making sure everything you need is all in one place.
New Features
1. Halo Chat-Bot in Microsoft Teams
End-user chat can now be enabled in Microsoft Teams so that end-users can communicate with a chatbot that sits in Microsoft Teams based on a chat profile that you have created.
It is possible to add your own branding to the chatbot, as well as personalize the welcome message that is sent to an end-user when they install the app in Microsoft Teams from your organization’s app library.
In addition to this, you can also modify the help command’s text, allowing you to personalize the chatbot’s instructions as well as include other contact information that may be useful to the user if they don’t get the response they need from the chatbot.
There are three bot commands available to the user:
- Help command
- Start a new conversation
- End the conversation.
2. Custom Integrations & Runbooks
Custom Integrations & Integration Runbooks allow you to define your own set of API calls to third-party applications and chain them together using the results of the previous API calls.
A new “Custom Integrations” config area has been added to Config > Integrations.
Here you can configure 3 new entities:
- Custom Integration
- Method
- Integration Runbook
Custom Integrations and methods can be added and modified on the Runbook config screen as you go.
3. ChatGPT Integration
OpenAI’s ChatGPT can now be used under ticket actions as well as the Chat Bot.
Customisable and extendable integrations and runbooks for OpenAI’s ChatGPT through an OpenAI API Key.
Various built-in use cases, such as:
- Using ChatGPT to Improve an Agent Note or Email
- Using ChatGPT to write a response to the User
- Adding ChatGPT to the Halo Chat bot
- Custom Integrations and Integration Runbooks
4. Self-Service Portal with SSO in Teams
Changes have been made to the self-service portal to allow it to be shown in a tab in Microsoft Teams apps.
This will be active without any configuration needed for the default Portal application after upgrading.
When inside Teams the Portal’s authentication flow will be inside pop-out windows instead of the usual redirect to the login screen.
5. One-Click Fullscreen Embedded Images
Images attached in actions under tickets can now be popped out and viewed full-screen with a click of the mouse.
This feature can be enabled via a new check box found under Tickets General Settings.
6. User Actions via Secure Link Instead of User Portal
When sending an email from a ticket, you can now include $LINKTOUSERACTION{ID} where ID is the ID of an action available to users.
This will be replaced with a link to perform that action on that ticket which will be valid for 1 month. The links are also single-use and do not require authentication.
7. Users Can Now Submit Knowledge Base Article Drafts
Added a new option that will allow the new and edit functions in the Knowledge Base to create an Article draft Ticket.
Add the Knowledge Base fields to the chosen Ticket Type, and create an action with system use “Publish Article” to create or edit the Article from the Ticket.
Permissions for this feature can also be configured per FAQ list using roles.
8. Grouping on My Lists for Ticket Views
A new setting has been added to Views Configuration to create Groups for Lists.
Once enabled, the “Configure List Groups” button will show which will allow the creation of new List Groups.
Lists in “My Lists” can then be assigned to a Group. All ungrouped lists will remain at the bottom.
9. Change Tracking and Access Control on Additional Entities
Further expanded the number of auditable and access-restricted entities. Change Tracking is now also present in the following entities:
- Roles
- Lookup
- Asset Fields
- Site Fields
- Chat Profiles
Access Control is now available for the following:
- Ticket Rules
- Custom Tables
- Roles
- SLAs
- Workdays
- Services
- Assets
10. Email and PDF HTML Template Builder
New HTML Designer option in Advanced Settings now shows a designer tool instead of raw HTML text when editing email and document templates.
This builder can be used to create more advanced PDF templates, such as Emails, Tickets, Reports and Billing, without any HTML knowledge.
New / Improved Integrations
Upcoming Developments
Want to Find Out More?
If you would like to learn more about future developments, check out our roadmap here.
Want a more in-depth discussion of specific features, or simply have a question? Feel free to reach out to your customer success manager or Contact us, and we’ll get back to you shortly.
