Halo Service Desk Roadmap

Projects Module Enhancements

WhatsApp Business Integration

Integration with Whatsapp Business.

PRTG Improvements

IT Glue Integration - non flexible assets

Improvements to the IT Glue integration to bring across Non-Flexible Assets.

CSP and Office 365 automation

Approval processes to automatically create users/assign licenses and update license amounts in Office365 via Azure/CSP/Pax8 and other vendors APIs

Tech Data Integration (synnex)

Sync Billing Data - Live product lookups - Update Services/Subscriptions from Halo

Synnex Cloud Distributor Integration

Distributor integration to import/map customers and subscriptions.

Whatsapp Business Integration

Integration with Whatsapp for end-user communication.

Filters and List Views for Customer/Contact Areas

Filter and list options added to the customer and contacts areas to facilitate bulk updates and contact lists for export.

Ticket Tag Automation

New functions to allow automation based on ticket tags and relation to contact/customers database.

Improvements to Ticket Context Features

Improvements to contextual data displayed in tickets.

Instagram Channel

Creation of a new Instagram channel, allowing tickets to be raised in HaloCRM from Instagram DMs.

WorkDay Integration

Integration with Workday.

ConnectWise RMM/Command Integration

Acknowledgement Email Article Suggestions

Matching customer help articles will be automatically appended to ticket acknowledgement emails.

AI-powered Alert Management

Enhancements to the alert management module to provide AI-powered alert consolidation.

Virtual Agent Improvements

Improvements to context capabilities, speed and customer response options.

Slack Integration Enhancements

Slack Bot to allow viewing existing tickets, starting conversations on a ticket, adding actions or updates and closing tickets directly from Slack.

PowerBI Integration

Introducing a method to push Halo data to Power BI without needing an ad-hoc SQL connection

Incoming Email Service

Creation of a new background service that will handle processing of emails based on webhooks from Graph/Google instead of regular checks of the mailbox

Microsoft Azure billing Integration

Telecoms and usage Billing/Invoice profiles

Create billing/invoice profiles linked to CSV exports from Telecoms and other usage based billing systems to import directly into recurring invoices for one monthly bill all in one place

Improvements to native report builder

More entities to be added to the Query Builder such as Invoice and Project specific datasets

Ticket Assignment Caps

Introduction of more controls around ticket assignment, including limits on assigned tickets per agent based on channels, ticket difficulty and more.

GoCardless / Go Cardless Integration

Google Maps & Agent Lookup

Adding functionality to track all active agents on Google Maps.

Matchbot Improvements

Improvements to the HaloCRM Matchbot, including a new resolution finder and improved duplication management.

Auto Responder

Ability to automatically send responses to customers based on a broader variety of triggers.

Distribution Lists

Ability to create distribution lists for bulk communications based on filters.

NMI Payment Gateway

Machine Learning Ticket Assignment

Introduce the use of Machine Learning to automate assignment to ticket based on previous assignments.

Google Reviews Integration

New reviews will create tickets in HaloCRM.

Power Automate Connector

Building a connector for Halo's API in Power Automate.

Documentation Management

New area for managing templated documents through Halo. Integrations with Sharepoint and Confluence.