Find out about all the exciting, up and coming developments in HaloPSA
Kaseya VSA Integration
Import Customer/Site and Device data from Kaseya VSA and handle alerts generated from Kaseya VSA. Also show buttons on devices imported so that remote control can be launched.
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
Pull License/Subscription useage data for automation of billing
Tech Data Integration
Sync Billing Data - Live product lookups - Update Services/Subscriptions from Halo
Project Management - Child Tasks on the Portal
Project management enhancement for sharing project tasks/status on the self service portal in Kanban and table view.
Pull products and product information from Etilize with live lookup
Integration with ServiceNow
Integration with Oracle
Software Licensing Enhancements
Enhancements to the software licensing module to provide alignment options with AD groups.
Integration with Workday
Integration with Monday.com
Jira Next Gen Integration
Enhancements to the Jira integration for next-gen projects
Transfer of Configuration Between Development and Production Environments
Enhancements to improve the ease of transferring configuration between development and production environments.
Management of SaaS accounts and usage
Stock Control Enhancements
Stock control enhancements to improve ease of use and integration with the service catalogue.
AI-powered Alert Management
Enhancements to the alert management module to provide AI-powered alert consolidation.
Inbound integration with Slack
Integration with NetSuite
Introducing follower notifications on specific tickets or tickets assigned to a specific agent.
Google Maps & Agent Lookup
Adding functionality to track all active agents on Google Maps.
Integration with Tenable.io
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
Introducing functionality to increase collective collaboration between agents via chat boxes and tags/mentions to add into the ticket pages.
Shifts have been added
You can now enable shifts in time management. You can then individually enable them on each individual agent to overrule workdays for appointment logging, load balance and round robin.
Added customer SQL import option
The SQL import integration can now be used to import customers.
The customers are matched using their customer reference and the customer's top-level can be matched on the top level's name.
You can map various customer fields, including any custom fields.
You can also map a new site name and address for when the import creates a new customer and site.
You can also restrict the import to not update the customers' top level and to not create any new customers.
Fixed an issue with the Chat about this ticket button
Chat-bot and improvements to chat
Chat profiles now have a tab for "Bot flow". This allows you to configure end-user chat 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 met.
User is logged in
In working hours
Agents are available
Chat is linked to a ticket
Any text, memo or single select custom field value
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.
User phone number
Any text, memo or single select custom field
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.
Action types include;
Send a Message - the bot sends a message to the user
KB lookup - the bot does a knowledge base search according to the kb search setting, based on either the user's last input or by doing a problem match using all custom fields they have input
Create a ticket - the bot logs a ticket with a preset type or template. The transcript gets added when the chat ends.
Start live chat - the bot transfers the chat to an agent. Teams to transfer to can be selected here
End chat - the bot ends the chat
Using the above step types, a conversational flow can be built with the bot, which can transfer to an agent if needed.
An example flow can be imported from the sample below, using the "Import from JSON" button on the chat profile config screen.
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.
Various other improvements have been made to chat, such as;
Overriding the chat flow per client
Chat persistence across refreshes for anonymous users
Visibility of who is typing in a chat (only for the websocket connection method)
Chat is now available to all customers
Lots of minor chat improvements have been made
Further improvements coming soon.
Added New Relic integration
Integration with New Relic is now available.
This allows syncing of incidents from New Relic to Halo to create tickets. You can configure the ticket type and user of the tickets.
The import of the incidents is done via the integrator. Any incidents in New Relic will be imported into Halo. when an incident is closed in New Relic the next integrator scan will close the associated ticket in Halo. tickets linked to incidents that are closed in Halo will automatically close the incident in New Relic.
Azure B2C is now available as a method of single sign-on
An application and user flow can now be configured in Azure B2C and used for single sign-on.
The Azure Active Directory integration setup screen for single sign on has been modified to accommodate this. Instead of creating a dedicated Azure connection for single sign-on, the single sign-on configuration now has it's own dedicated setup area.
Pax8 integration now available
Customers can be mapped and imported from Pax8. Subscriptions can be imported for any mapped customer either manually or via the Halo Integrator.
Ingram Micro integration now available
Customers can be mapped and imported from Ingram Micro. Subscriptions can be imported for any mapped customer either manually or via the Halo Integrator.
Live chat can now be used anonymously on the portal and embedded on other sites
Within the Chat Profile config, set "Access" to "Anyone". This will allow the chat profile to be used without being logged into Halo as a user.
If used on the self-service portal, chat will now show without being logged in.
Various other improvements have been made, including overriding the icon, colour, and adding a popup message on the chat bubble. These are all configurable on the chat config page.
Further improvements to chat will be coming soon.
Added Liongard integration
This integration allows you to import devices and environments from Liongard.
Liongard environments can be mapped to existing customers or they will match on the customer name. Customers can also be created in Liongard manually or automatically upon creation. Synced customers will have a button to open the linked environment in Liongard.
Assets can be imported with their asset type determined by the inspector alias of the inspector that discovered them in Liongard. Basic fields can be mapped to either asset or custom fields. Synced assets will have a button to open the linked system in Liongard.
Both customers and assets can be imported automatically using the integrator and you can also configure it to deactivate assets not found during the import.