As we head into the fourth and final quarter of 2022, we would like to take the opportunity to provide you with an overview of some of the key new features that were recently released during the third quarter of 2022.
As an organisation, we would like to thank all of those who have provided feedback and suggestions for new features. We have and continue to take into account our clients ideas, in addition to our pool of thoughts internally. Overall, we’re making sure everything you need is all in one place.
1. New Features
Chat profiles now have a tab for “Bot flow”. This allows you to configure end-user chats to follow a path where they are asked questions by a bot, before they are connected to live chat. This is configured in a similar way to a workflow.
Each step in the workflow falls into one of the following types:
A number of conditions can be specified, and the workflow will automatically advance based on whether the conditions are met or not.
The user must populate a field to advance the workflow. These normally have one path to the next step (completing the input), but in the case of “Selection”, you can change the path based on the selection. A message will be sent before the input is requested.
This is an action the bot takes. Each of these sends a message to the user, and these can advance the workflow based on different things per action type.
Using the above step types, a conversational flow can be built with the bot, which can transfer to an agent if needed. One-click feedback has also been added to chat profiles which allows the user to rate the bot chat, or live chat whenever the chat is closed by an agent or the bot.
1.2 Automated Tickets for Device Warranty, Contract Dates and Recurring Invoice Dates
You can now set tickets to be generated automatically at a specified time before specific events such as:
- When a device’s warranty is about to start or expire.
- When an agreement is about to start or expire
- When a recurring invoice is set to end
- When a specific line item on a recurring invoice is set to start billing or expire
You can add in restrictions to these automated tickets so they are only created based on specific criteria, for example only creating tickets for certain asset types or contract types. Once created, you can use all of the standard service desk functionality to automate processes like assigning to the most suitable agents automatically, send out notifications and trigger automatic actions.
Requires NHServer v13.45+
1.3 Year-end organisation stats card added
An end-of-year statistics card is now available, allowing you to look back on your year with Halo. As seen from the image above, the statistics include ‘Tickets logged’, ‘Tickets resolved’, ‘Time logged in Halo’, ‘Average incident reponse time’, ‘SLA achievement’ and ‘Awesome feedback percentage’.
This is a public image that can be shared (provided the halo API is public-facing). We encourage you to share your stats card on Linkedin in December 2022, using #HALOstats2022 and tagging us @HaloPSA. We will send you an email in December with instructions on how you can generate your statistics card.
2. New Integrations
3. Upcoming Developments
For more information:
If you would like to learn more about future developments, check out our roadmap here.
Want a more in-depth discussion about specific features, or simply have a question? Feel free to reach out to your customer success manager or Contact us, and we’ll get back to you shortly.