Halo Service Desk Roadmap
Find out about all the exciting, up and coming developments in Halo Service Desk
Projects Module Enhancements
WhatsApp Business Integration
Integration with Whatsapp Business.
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.
Creation of a new Instagram channel, allowing tickets to be raised in HaloCRM from Instagram DMs.
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.
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.
Improvements to the HaloCRM Matchbot, including a new resolution finder and improved duplication management.
Ability to automatically send responses to customers based on a broader variety of triggers.
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.
New area for managing templated documents through Halo. Integrations with Sharepoint and Confluence.