How the Azure DevOps integration is beneficial for you

• Real-time access to customer issues & priorities
• Communication and collaboration between teams
• Cross-team updates when issues have changed priorities or been resolved
• Make decisions faster with increased visbility
• Speed up customer response time
• Ensure complete traceability
• Gain full insight and context of customer requirements

Use Case

Problem:

The support team receives a ticket in Halo to say there is a software issue. The team member then has to contact the development team by email to let them know of the issue. There is then a series of follow up emails between the two teams and the situation becomes confusing as there are no processes or viability in place.

Solution:

The support team receives a ticket in Halo to say there is a software issue. With the integration, the two teams will be able to see the progress on the ticket without having to email manually. They will be able to see if the ticket has changed priority, if the ticket is within the SLA and once the ticket has been resolved. This automation mitigates the risk of communication errors leading to poor customer service.