Welcome to the HaloITSM new features update! This quarter, we’ve focused on integrating advanced AI capabilities, enhancing user experience, and improving operational efficiency.
Our latest updates include AI-driven ticket summarisation, a robust virtual agent, and seamless integrations with popular tools like Slack and Azure DevOps. Additionally, we’ve introduced modules for document and distribution list management, enriched self-service portal displays, and added practical features like private notepad fields and customer merging capabilities.
Dive into our new features to discover how they can make your HaloITSM experience smoother and more customisable than ever.
New Features
1. AI Search Improvements
The latest HaloITSM update introduces AI search capabilities across services and the knowledge base, enabling users to find information semantically rather than relying on exact keyword matches. This enhancement significantly improves the accuracy and relevance of search results, empowering users to quickly access the knowledge they need and log tickets against the corresponding service more efficiently.
Additionally, with the incorporation of Azure AI Search, users benefit from more powerful and context-aware knowledge and service searches, which, when combined with our existing Virtual Agent functionality, provides instant, accurate answers. By delivering context-aware answers based on content, this feature not only reduces ticket volume but also enhances operational efficiency, allowing IT teams to focus on strategic tasks that drive business growth.
2. New Halo Slack App
You can now enhance your team’s productivity with the Halo Service Solutions Slack app. Effortlessly create, update, follow, or unfollow tickets using convenient shortcuts and slash commands directly within Slack. The app also supports creating dedicated Slack channels from HaloITSM, ensuring organised, relevant discussions for each ticket. By integrating messages between Halo tickets and Slack channels, you can manage and maintain a streamlined and continuous dialogue with your team and stakeholders.
3. Document Management Module
HaloITSM’s Document Management module simplifies handling documentation by centralising essential documents into organised collections and libraries. The new module makes tracking changes more effortless than before with a detailed modification history. It also features granular access permissions for controlling document visibility and edits, through an intuitive interface with table and catalogue views, drag-and-drop functionality, and powerful search and filter options.
4. Distribution Lists Module
HaloITSM’s new Distribution Lists module is designed to streamline communication processes and transform how your IT department collaborates and responds to incidents. With Distribution Lists, you can now automate and target notifications to specific groups, ensuring that the right people receive the right information at the right time.
The new module allows you to track all communications, keeping a comprehensive record of interactions in the history tab or individual activity feeds, ensuring transparency and improving communication accountability. The ability to dynamically update Distribution Lists can also be configured to keep communication relevant and effective without manual intervention.
5. Enhanced Item Displays in Self-Service Portal
We’ve improved item displays in the Self-Service Portal for better navigation and ordering. Each item now clearly shows its name, price, quantity, and description. A single click reveals a detailed view with a high-quality image and comprehensive description. Our enhanced summary tab also offers a streamlined overview of the order, making it easy to confirm choices and complete transactions confidently.
6. Print Knowledge Base Articles from the Self-Service Portal
End Users can now easily print articles directly from the self-service portal, enhancing accessibility to crucial information anytime, anywhere. With just a click, users can generate hard copies, ensuring that essential information is available offline or away from their computers. This feature allows for the creation of local copies of frequently used articles, empowering Users to self-service and enabling teams to focus on more valuable tasks.
7. Notepad Field on Tickets
Agents can now add private, personalised notes to tickets using the Notepad Field. Each note is visible only to the creator, allowing Agents to document essential insights, reminders, or unique observations. This feature ensures that critical information is kept confidential and tailored to the individual, providing easy access to relevant details for more efficient ticket management.
8. Added the Ability to Merge Customers
The newly released capability to allow customer merging is designed to streamline data management, especially when migrating two customers’ data into one. With just a few clicks, you can now effortlessly combine customer records. HaloITSM will automate data transfer between the customers, ensuring accuracy and reducing manual errors. This automation not only saves valuable time, but also keeps your database clean and organised, allowing your team to focus on addressing customer needs and driving impactful results.
9. New Agenda View Added to Self-Service Portal
The new Agenda View offers a streamlined, chronological layout for viewing all your scheduled tickets and changes. This organised format enhances task prioritisation and management, making it easier to track upcoming deadlines and critical updates. The improved design provides a more intuitive and User-friendly experience, simplifying workload management.
10. Subscribe to Presence Notifications from Microsoft Teams
This new feature seamlessly syncs your Microsoft Teams status with HaloITSM, allowing you to stay effortlessly connected with your co-workers’ availability. Whether your team is in a meeting, away, or online, you’ll receive real-time updates right within HaloITSM. This enhances transparency, and reduces communication delays in your collaborative environment, making it more synchronised than ever before.
11. Introduced Azure DevOps Pipelines to the DevOps Integration
With this integration, you can now effortlessly import all pipelines associated with your projects directly into HaloITSM. Our latest update empowers you to run pipelines directly from your tickets. This means you can trigger and monitor pipeline executions without leaving the ticket interface, ensuring faster resolution times and a more cohesive management experience.
12. Access Control Enhancements
HaloITSM’s latest Access Control enhancements empower federated administration with precision and flexibility. Administrators can now manage FAQ lists, assets, email templates, and chat profiles with improved granularity. This separation of access control allows for more specialised management of each area—FAQ lists can be set to only curated and updated by subject matter experts, assets can be managed by only relevant teams to ensure accurate tracking, email templates can be customised by marketing or communications teams to maintain brand consistency, and chat profiles can be tailored to meet customer service needs.
These updates streamline administrative tasks, making it easier to configure and maintain settings across diverse environments. The advancements provide a more tailored and efficient control experience, enhancing overall system management and allowing the platform to be utilised at an enterprise level.
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!
