About Lucid Systems
Lucid Systems is a managed service provider based in Ipswich, Suffolk. Supporting clients across East Anglia, the team delivers everything from reactive support to infrastructure projects and long-term IT strategy.
While Halo operates on a global scale, Lucid valued the opportunity to partner with a fellow Suffolk-based organisation. The collaboration represented more than just a software rollout, it was a chance to support local innovation, strengthen ties within the regional tech community, and work alongside a vendor that understands the unique challenges faced by businesses in their area.
The Challenge
Lucid had used Zendesk since the company was founded, but as the service desk expanded, the platform couldn’t keep pace. With limited visibility, no SLA tracking, and little automation, the team struggled to manage a growing workload effectively. Engineers were relying on manual processes, and key tasks were falling through the cracks.
In addition to the help desk challenges, Lucid’s wider operations were becoming increasingly fragmented, with different teams using separate systems to handle related workflows.
"We were missing things and features that we needed in order to manage a busy help desk."
- Chris Parrot-Wells, Systems Engineer
The team needed more than just a ticketing system, they needed a unified platform to streamline operations, support their growth, and reduce overhead across the board.
The Solution
Lucid selected Halo to replace multiple disconnected tools with a single, scalable platform. With SLA timers and colour-coded ticket rules, engineers can now triage more effectively and focus on the highest-priority issues without manual intervention.
Halo’s automation engine now handles routine tasks that previously relied on manual input. Google review requests can be triggered directly from a ticket, a process that used to be handled manually. Lucid has also taken full advantage of Halo’s integration capabilities.
"I’ve gone through the whole integration list thinking: we use that, we use that, we use that — let’s get that integrated. It’s so much easier with everything accessible from one platform.”
- Chris Parrot-Wells, Systems Engineer
A key integration with Atera has saved engineers significant time. System alerts now generate tickets automatically, and close them too, if the issue resolves itself. This gives Lucid full visibility without requiring any manual effort.
Halo’s AI features are already supporting junior engineers, enabling them to run diagnostics and resolve tickets more independently.
"The apprentice might pick up a ticket and be able to run through diagnostics instead of escalating. He can do that with the AI help.”
- Jamie Pope, Service Director
A subtle but effective time-saver has been AI thank-you detection. If a client replies to say thank you, the ticket remains closed, avoiding unnecessary re-openings across the team.
The Results
With Halo in place, Lucid has unified its service desk, removed manual overhead, and laid the foundation for scalable, future-ready operations. Engineers now benefit from clearer priorities, intelligent automation, and real-time visibility into support activity, all within a single platform.
Key Outcomes:
- SLA-driven queues help engineers triage and resolve tickets faster
- Review requests, alerts, and thank-you responses are fully automated
- AI assists junior staff with diagnostics, reducing unnecessary escalations
- Self-healing alerts generate and close tickets without manual input
- Clients can log in to view tickets, assets, and documents via the portal
- Lucid is now positioned to roll out quoting, agreements, and billing in one system
"A new engineer coming on board will have one portal to look at rather than four or five. They can understand how Lucid works quicker and ultimately provide the service that we want to provide a lot quicker.”
- Jamie Pope, Service Director
Lucid continues to expand its use of Halo, with more teams and processes moving onto the platform, all while keeping the benefits of a trusted, local partnership that supports their growth.
