Halo Service Desk Review

ITIL-Compliant Processes 

Halo Service Desk helps you manage and deliver IT services in compliance with ITIL standards. You can handle all your ITIL processes in one intuitive and efficient workspace. For example, users can specify multiple types of requests as incident, problem, or change requests. They can also link multiple IT-related incidents with a particular problem or change request and update them all within the request in just a single click.

Halo Service Desk, moreover, permits them to monitor all actions performed on a request, check actions against their associated IT assets, and capture the root causes of incidents or problems or the descriptions, justifications, and risks of changes. Your teams can seamlessly implement the best practices and procedures in IT service management. This way, you can prevent, reduce, or fix  the disruptions to business operations caused by issues or changes in IT infrastructures and systems. 

Team Collaboration & Alignment

The IT helpdesk software brings the tools and features needed by your teams to work more efficiently and effectively and remain connected and aligned.  Through its knowledge base technology, users can create KB article entries from information found in tickets, like details, summaries, and resolutions. They’ll be able to share KB articles and contents with colleagues and clients via a self-service online portal. This streamlines how they process service requests and solve problems. 

Halo Service Desk integrates with your Microsoft, communications, remote support,  CRM, and accounting applications. This allows automatic data exchange and synchronization between Halo Service Desk and the systems you’re using. Thus, your teams can track projects, tasks, appointments, events, assets, customers, and billings quickly and conveniently. Users can even remotely connect to employees or clients’ devices, run support sessions, and invite other team members to join the sessions straight in the IT helpdesk software. 

Omnichannel Customer Interaction

Halo Service Desk gives IT teams the ability to utilize different communication channels to improve customer engagement and service delivery. It has a built-in feature that permits them to process tickets via email. The software will automatically trigger actions or responses when the words used by customers in email tickets match with predefined keywords. 

Furthermore, IT teams can utilize and extend the phone system functionalities of their existing communications tools. They’ll be able to engage with customers through phone calls and access all important information they need from the same interface, including customers’ photos, accounts, open tickets, and similar location or site-based issues. Halo Service Desk also lets them enter notes while on a call and create or update tickets based on the outcomes of the calls.