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Ticketing

Powerful ticketing made simple, with all the automation and collaboration features your organisation needs to achieve up to 100% customer satisfaction.

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Powerful, modern ticketing software

At it’s core, HaloCRM is above all an extremely powerful ticketing tool, with over 30 years of industry expertise and best practises imbibed into it’s out-of-the-box functionality. HaloCRM will ingest customer enquiries from your existing channels, such as emails, SMS texts, tweets, Facebook messages, chats and more, automatically creating them as tickets, prioritising and allocating them to the right agent for the job.

Deliver service at scale without losing the personal touch

Delivering customer support at scale is no easy feat, but it doesn’t need to be overcomplicated with unnecessary administrative tasks for your customer service agents. Features such as canned text and knowledge articles allow agents to take advantage of existing fixes and set responses, to quickly and easily give standard replies.

This doesn’t mean you need to lose the personal touch however. Replies leaving the system can have agent specific signatures and on-brand customisation, so every ticket resolution feels entirely personal and like a real conversation to your all-important customers.

Core Ticketing Features

Free up your agent’s time with a fully customisable, white-labelled customer portal. Customers can access their existing inquiries, raise tickets, use live chat or interact with a bot, and even find solutions from your own easy-to-navigate knowledge base.

Omnichannel

Never miss an enquiry again, as HaloCRM allows you to receive customer enquiries from any channel, email, voice, social media and more.

Activity Log

Any and all updates to a ticket, internal or external, are appended to the automated activity log. Full audit history with no effort at all.

Playbooks

Canned text and knowledge articles allow agents to leverage existing fixes and set responses, to quickly and easily give standard replies.

SLAs

Create your own target response and resolution times, with traffic light colour-coding for tickets that are close to a breach.

Context

Bring context into every conversation, with custom data about contacts automatically appended to tickets in simple widgets and fields.

Channel Switching

Let customers decide where the conversation happens with seamless channel switching for agents on every conversation.

Automation

Make boring admin tasks a thing of the past with the HaloCRM automation engine. Automated emails, allocation, notifications and more.

Workflows

Standardise process using the drag-and-drop workflow builder. Make easy-to-follow processes and even automate child ticket creation.

Customisation

Incredibly configurable, with no coding knowledge needed, have your HaloCRM just how you want it. Well-documented APIs are also available.

Faster resolutions, happier customers

HaloCRM’s out-of-the-box processes make it simple to manage customer enquiries and meet SLAs. It has never been easier to automate your workflows or to centralise your communications. With collaboration features like internal conversations, and integrations with productivity tools like Microsoft Teams, ensure all the right people are pulled into the conversation at the right time to maximise speedy resolution.

You're in good company

100,000+ people, from 75+ countries, trust HaloCRM to deliver their IT Service Desk:

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