In this quarter’s update, we are excited to announce a series of new features aimed at improving your ITSM and ESM processes. Our latest enhancements focus on increasing agent productivity, ensuring data security, and providing clearer insights for better decision-making.
Key updates include the introduction of the Agent Co-Pilot for real-time support, enhanced reporting access controls for sensitive data, and optimised licensing management.
These improvements are designed to help your teams work more efficiently and deliver superior service to your customers. Let’s take a closer look at what’s new this quarter.
New Features
1. Agent Co-Pilot
The Agent Co-Pilot provides real-time assistance to agents, offering suggestions and guiding them through ticket resolution processes. By automating routine tasks, this feature enhances productivity and ensures that agents focus on high-value activities. It also reduces errors, helping newer team members quickly adapt and seasoned agents maintain efficiency. With the Co-Pilot feature, teams can enhance service delivery, improving overall customer satisfaction.
2. Enhanced Reporting Access Controls
This enhancement allows administrators to fine-tune reporting access, ensuring that sensitive data is only accessible to authorised users. With customisable permissions, organisations can safeguard their data and maintain compliance with internal and external regulations. The improved restrictions can effectively restrict agent to query information that is only available to them.
3. Optimised Concurrent Licensing and Enhanced Agent App Sessions
HaloITSM’s update to concurrent licensing and agent app sessions ensures that resources are optimised, reducing unnecessary license consumption. The improved session management allows our customers to force idled agents to sign out alongside an idle timeout option. The update also provides improved usage information, license usage limits and better visibility on concurrent licence usage. You can now better allocate your team’s resources by providing a seamless transition between sessions, leading to better cost savings.
4. Redefined Chart Displays for Improved Dashboard Visibility
Enhanced chart displays provide a clearer, more interactive experience on dashboards. With the ability to configure multiple data sources into one chart, managers and teams can gain insights immediately. This upgrade enhances decision-making by offering quick, easy access to view and compare critical performance metrics in a visually engaging format, boosting efficiency in monitoring service levels.
5. Translatable Action Outcome
This feature introduces the ability to translate action outcomes, ensuring better communication and clarity across multilingual teams and global service desks. It allows users to see action results in their preferred language, fostering inclusivity and reducing miscommunication. This improvement strengthens collaboration across international teams and enhances service delivery.
6. Improved Change Calendar Visibility in the Self-Service Portal
The updated change calendar on the self-service portal allows end-users greater visibility into scheduled changes. End users can now access all tickets (read only) displayed on the change calendar. This transparency helps users plan around potential service disruptions, fostering trust and reducing the number of change-related inquiries. By offering clear visibility, users are empowered to manage their work more efficiently, resulting in better user satisfaction.
7. Upgraded Activity Feed View
This update introduces a new filter to the activity feed view, displaying tickets that an agent has been mentioned in, offering a more intuitive experience. By streamlining the presentation of activity logs, agents can quickly track tickets they are involved in without getting overwhelmed. This enhancement fosters better team collaboration and ensures that all team members can retrieve necessary details from tickets they are working on.
8. Ease of Visibility for Scheduled Tickets on Calendars
The improved calendar visibility for scheduled tickets makes it easier for agents and leaders to plan and allocate resources effectively. This feature enables clear tracking of upcoming tasks, ensuring no scheduled work is overlooked. Better visibility helps with prioritisation and resource allocation, leading to improved service delivery and reduced SLA breaches.
9. New Action Capability: Copy Attachments to Linked Tickets
This enhancement simplifies the process of managing attachments by allowing users to copy them between related and child tickets. It eliminates the need to manually re-upload documents, ensuring consistency and reducing duplication. This feature boosts productivity and ensures that important files are easily accessible across related tickets, leading to smoother resolutions.
10. New ‘Start a New Chat Flow’ Option Within Existing Chats
With the new ability to start a fresh chat flow from an existing one, users can seamlessly switch contexts without exiting the chat. This provides flexibility and ensures continuous support, even if new issues arise. The feature enhances the customer experience by keeping conversations dynamic and adaptable to evolving needs.
11. Streamlined License Importing via Microsoft Entra ID Integration
This feature streamlines license management by allowing organisations to import licenses directly from Microsoft Entra ID. The integration simplifies user management, ensuring accurate license assignments and compliance. This automation reduces manual input, saving time, and ensuring that license allocations remain up to date across the organisation, maintaining an accurate and up-to-date infrastructure.
12. Easily Apply ‘Swaps’ Using the LapSafe Integration
The LapSafe integration allows users to apply ‘swaps’ easily, enhancing asset management for devices like laptops. This feature helps organisations arrange a drop-off and collection with ease, ensuring that users have a clear process of providing asset information to agents, enabling end users to always have the resources they need. The integration reduces downtime for end-users and improves asset utilisation.
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!
