HaloPSA Roadmap

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;

Condition

A number of conditions can be specified, and the workflow will automatically advance based on whether the conditions are met, or not met.

Examples include;

• 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

Input

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.

Examples include;

• Free text
• Selection
• User name
• User email
• User phone number
• Summary
• Details
• Any text, memo or single select custom field

Action

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.

https://s3.haloitsm.com/ftp/halo-chatprofile-sample.json

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.

The chat client can be embedded onto other websites by following the instructions within the "Embed on External Website" section of the chat profile config page. This involves adding some javascript to the body of the site.

<div id="halo-chat"></div>
<script>
  var haloChatConfig = {
    chatServiceUrl: "your chat API url",
    configId: "chat profile id",
    configKey: "your chat profile key",
  }
</script>
<script src="https://yourhalourl.haloitsm.com/chat/index.js"></script>

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.