Dashboards
You may have seen the below example home screen dashboard when you first logged into your trial of HaloITSM: You can have as many configured dashboards as required in your instance of HaloITSM, you can set them up here. Each widget on the dashboard can be based on a report or a ticket list and […]
Ticket Areas
HaloITSM is a highly customisable so understanding how to get the right view for you is key. Firstly, ticket areas refers to the icons you can see down the left hand side. Out of the box these areas are configured to follow the ITIL structure of separating Incidents, Requests, Problems and Change Requests. You'll also […]
Major Incident Console Overview
Here is an overview of a major incident record in HaloITSM with interactive features like timers, progress indicators, and customizable clocks. Utilize the buttons for key actions, including impacted customers, communications, raising a problem, and managing tasks. Below are the key features that contribute to a streamlined major incident management process: Interactive Elements and […]
Streamlining Major Incident Management with HaloITSM
Managing major incidents effectively is crucial to maintaining business continuity and minimizing the impact on operations. With HaloITSM, handling major incidents is not only seamless but also highly efficient. HaloITSM offers an intuitive interface designed to simplify the entire major incident management process—from identification to resolution, reporting, and automatic problem generation. Our platform is equipped […]
AI Report Builder
About the AI Report Builder The report builder uses an AI Assistant utilising the latest GPT-4 model. Trained using a schema of the Halo database, this assistant can query from the following tables and tables associated with them: Tickets Actions Approvals Agents Users Sites Customers Assets Items Invoices Quotations Sales Orders Purchase Orders How to […]
AI Sentiment Analysis & Emotion Detection
Sentiment Analysis & Emotion Detection This takes into consideration every message from the user on the ticket and summarises how they are feeling, as well as estimating a satisfaction level from 1 to 10. If the corresponding AI fields have been added to the ticket type, this information will be displayed in the closure details;
AI Surveys
In this guide we will cover: – Enabling AI Surveys – Using AI Surveys Enabling AI Surveys You can enable AI surveys in the AI configuration in Halo. You can specify what percentage of tickets to survey. Each ticket type has to be configured to use these surveys by enabling the setting "Include in AI […]
AI Virtual Support Agent
In this guide we will cover: – Enabling Virtual Agents – Adding Virtual Agents – Using a Virtual Agent The main use case for this functionality is the Virtual Agent feature, which uses Azure AI Search to search the knowledge base for answers. Virtual Agents can be used without Azure AI Search, but there will […]
Service Level Agreements (SLA) and Priorities
Using your SLAs and priorities to maintain customer relationships is one of the most powerful parts of Halo. When combined with the use of a dashboard and notifications the SLA or Service Level Agreement between you and a client or customer is a contract between yourselves of the timescales you agree to handle and […]
Notifications
Setting up notifications and conditions to monitor tickets. To begin creating notifications, head to Configuration > Notifications. Once viewing the list of notifications, you can click on new in the top right-hand corner. This will take you to the notification creation screen. Key areas to understand are highlighted above. There is a list of […]
