In the third quarter of 2023, HaloPSA introduced an abundance of cutting-edge features, updates, and integrations designed to elevate your user experience. Join us as we unveil our top picks from Q3, showcasing advancements in AI capabilities, billing, and the continually evolving chat bot.
At HaloPSA, we recognise the invaluable input from our devoted customers. Our heartfelt thanks go out to everyone who has played a part – be it through client insights, internal brainstorming, or suggestions from our valued Partners. We remain steadfast in our belief that outstanding ideas can emerge from any source.
1. Open AI and Azure Open AI Ticket Suggestions
This adds a copy of the maintained integration runbook for either OpenAI or Azure OpenAI which can be edited or left as is. The new ticket type setting will allow new ticket events restricted on ticket type to be directly added to either runbook.
Embeddings allow for similar Tickets, based on context, to be returned. From this, the Priority, Category, Assigned Agent and any other Ticket field can be returned – allowing for AI-driven triaging.
The ‘Create embeddings for current tickets’ button will add embeddings for existing tickets based on date it was created and ticket type. Alongside this, a new $-variable was added, $-BESTEMBEDDINGMATCHES to display a table of all similar tickets that have had embeddings created for them.
With either of these new settings enabled, you can extract and apply core details from contextually similar Tickets.
2. Enhancements to Chat Bot
Agent Chat – when an Agent opens a ticket from a chat, the summary will now default to the chat name and the details will default to the chat transcript.
Chat inputs – When configuring an input step for a chat flow, you can now select from all types of custom fields except for custom tables, the values entered for these fields will copy to any tickets logged during the chat.
Chat Actions – 3 new chat actions have been added: Open tickets, walk through logging a ticket & log a service.
3. Additions to Milestones & Forecasting for Project Management
Milestones can be configured for templates, provided that the ticket type for the template uses milestones. These will automatically be set as the milestones on any ticket the template is applied to, overriding any previously set ones.
The “Parent Milestones” field can be added to ticket types. This field will show a list of the milestones of the parent ticket. If milestones are selected, the ticket will be added to that milestone when logged.
Agents assigned to child project tasks will now show on the forecasting tab of the parent project. The forecast tab of a ticket/project will now show agents on child tasks/tickets as well.
4. Quotation/Invoice Lines as “Bundled”
An option for setting Quotation and Invoice lines as “Bundled” has been added that allows adding of products that are not customer-facing but can still be used for operational functions such as asset serialisation and profit analysis.
If integrating with an accounting tool, then these lines will also still be passed across.
Marking an item as a bundled item will also automatically hide the pricing options and set the price to zero.
5. Additional Agents Options
A new drop-down setting has been added that will show when the below checkbox is ticked. It controls which agents show in Additional Agents field. The options are “Teams Tickets”, “Departments Tickets” and “All”:
6. Online Repository for Runbooks/Custom Integrations
The Online Repository for Custom Integration and Integration Runbooks can be accessed from the Globe icon on the respective configuration screens.
The Custom Integration repository will allow the installation of Custom Integration and Method records.
The Integration Runbook repository will allow Runbook flows to be added, along with the Custom Integration and Method records required by the Runbook. This opens the floor to community-driven Integration Runbooks, allowing for the HaloPSA community to share their most creative solutions.
7. In-app Attachments Previewer in Modal Screen
With the advanced setting “Allow Microsoft Office files to be viewed in the browser” enabled, when clicking on an attached Word, PowerPoint, or Excel file, the file will be displayed in a modal preview.
These attachments can still be downloaded by right-clicking on them. The way attachments are downloaded has also been optimised.
8. Time-Billed Project Improvements
You can now link budgets to charge rates and calculate time used by charge rate. Once enabled, charge rates can be selected against each budget and actions with that charge rate will be added to the budgets rather than using the ticket level budget type.
9. Pipeline Stages added to CRM/Opportunities
Pipeline stages can be linked to Workflow Steps so that progressing either the Workflow or the Pipeline will progress the other.
The introduction of Pipeline Stages allows for Opportunities to be easily placed to any stage of the workflow, and makes managing your Sales Pipeline more streamlined.
10. Custom reports in Quotation PDF generation
You can now use custom reports in Quotation PDF generation – either scroll through a list of all reports or search for the reports you’re looking for!
11. Introduction of Quotation Totals
Quotation Totals have been added so that a Monthly and Annual equivalent as well as a “Year one total” will now show.
12. ConnectWise RMM Integration
After enabling this integration, you will be able to import sites from Connectwise RMM or map them directly to sites in Halo. You can then import your assets either manually or via the integrator!
Want to Find Out More?
For further information and to see all new features, click the question mark in the top right of your screen, then select ‘Show Release Details’:
To find out more information about future developments, look at our roadmap here!
If you’d like to speak to one of our team about specific features, or have any more specific questions, please contact your Customer Success Manager or feel free to contact us and we will get in touch as soon as we can!
