Helpdesk

The Halo Helpdesk module ensures that you never miss a customer support issue and that all issues are tracked until resolution.

Everything you need to take, expedite and update a Helpdesk call is at your fingertips:

• Customer information such as customer contact details and customer locations is retrieved from the Halo CRM module and filtered by your Helpdesk operator
• Typically a helpdesk call will be linked to a support contract, maybe with SLAs attached. Your Halo Helpdesk operator automatically has all support contract information
• Support Items are linked to the call e.g. an alarm maintenance company would link alarm units. This allows you to build up a history of problems and analyse where support time is being spent
• Your Halo Helpdesk operator chooses from 5 priority levels to comply with agreed service level response/resolution times and aid Helpdesk analysis
• The call can be updated as many times as required to resolve the issue. Updates can be actions, site visits retrieved directly from the Site Visits module, or emails (those sent via Halo are automatically logged)
• Incomplete calls are highlighted in various places within Halo. Incomplete calls are those lacking information such as contract, item, location etc and will ensure that maximum analytical benefit is achieved
• Halo tracks the time it takes to resolve the issue(s) by project, by customer and by location
• Halo can be linked to your financial package so invoices can be raised with a few clicks of the mouse