Transcript
Emcee: Hello, everybody. So self-service designed for users. I don't think it needs any more introduction page over to. Paige Woolnough: So yeah. Hi everyone. Thanks for joining. My name is Paige Woolnough. I'm the sales manager for HaloITSM. Today we'll be talking you through mainly the self-service portal of Halo and seeing this both on the user side of things and the back end, kind of where this is actually set up and the configuration behind this. Also having a look at some of the integrations, particularly teams going through how users can utilize this as well. Before we actually get stuck into it and jump over onto the portal, I'm just going to give you a brief, brief background into Halo just for anyone that isn't aware. So Halo was actually founded in 1994, so that's almost 30 years now of experience in the industry, customer experience. And that is predominantly how we like to build our platform from customer feedback as well as kind of best practice. And what also I'd like to mention today as well. We recently announced that we're committing to a ten year period of no mergers, acquisitions, private equity deals. So seems fitting to kind of bring that up as you're talking about kind of growing with a business supporting them through through their journey. You want to be sure that whatever tool you're using, they're in it for the long haul, kind of developing alongside the changes in the industry, developing alongside the customers requirements. And that's something that, yeah, we've recently announced and committing to and all of the contracts going forward, that's going to be included. Okay, perfect. So what I'm going to start on today is what you can see here. This is the configuration screen for Halo. It's very important to mention that all of these modules that you see in Halo are included in your agent costs and there's no modular structure or anything like that. And even what you see as optional features, they're all included. What you have to do to use one of these is simply just hover over it and you can see I can now turn this on. That's gone from green to blue. I'm now using that. You can see I've then got a time sheet appear along the side here to show that that is now being switched on. So it really is a platform that allows you to scale and grow with us. What also I'd like to show you within here is if we quickly jump into the organizational chart within Halo, you can see this is just the trial environment that I've started today, just to show you the platform and set up with these three departments, the teams underneath them. But it's very easy. It's a platform that allows you to build out as many departments and teams as you need to. This can either be manually set up or you can have this automatically inputted and built out from an Azure integration, for example. So you don't have to go through and add these all in manually and be quite time consuming. You can have them based on your on your department mappings and your role mappings within within something like Azure. But where we're going to focus the majority of today is actually in Halo's portal. So you can see here I've chucked some branding on just for today, some branding just so you can have a bit of a feel about what it would look like straight away. What I want to draw your attention to is just how customizable Halo is. So if you see things like the branding that I've used for the background, if you're wanting to make them changes, give a new look and feel to the self-service platform. All you need to do is go into the configuration of the platform here. This is where you're deciding the main colors that you're using, the logo that you have up on the top there, as well as your background image. Say, I wanted to adjust this background image from the one that we've got here to a different one. I simply paste that in there and refresh this portal. You'll see that. This quickly updated and being pushed across just to show you how quick and intuitive them changes are and how you can drastically kind of change the look and feel if you were to do so. Also kind of on this screen along the same vein as the customizations and actually kind of making this work for your users. Say you've got the option here to report an issue that, as we all know, would kind of raise an incident, be pushed through to the agent side. But that might not be the wording that your customers would most respond to if you're wanting to adjust this, for example, instead of report an issue, let's make it very user friendly. Let's just actually say. Something's broken. There you go. I've got that within here. Straight away. I can save that option. If I refresh again, you'll see that's updated straight away on there. So actually kind of making them changes, making it more intuitive for your user is very kind of quick and easy with Halo. So now I'm going to talk you through some of the options that you've actually got within the portal. So as you can see at the top here, we've got a banner showing us that some of our services are down or have maintenance on them. You could you can quickly click into any of these so I can see the office emails are down. If I click into that, I'll be directed to actually more details to do with that fault. You can display as much information in here as you want to. If there's been multiple updates, they'll all appear on here in chronological order. People then have the option to log an incident if you want them to be able to against that service. And that will be automatically linked to that fault ticket that you have open already for them. Or they could simply just select to keep me updated. That means that they'll then receive any emails about the updates to that status. They're not having to go through and log a separate ticket against it, but they're just notifying you that they want to be included in their updates. Now that's set up at the moment for emails, but that can be notifications through many other channels such as Team Slack, text messages, anything else that you're integrating with on here? If I come back on to the portal now, what I want to dive into next is this chatbot that you're seeing at the bottom here. So this is entirely built in the application as well. Kind of the full workflow, what options you're making available to your users are configured or in a drag and drop workflow Builder? I'll touch into that in a second. But as you can see, it's I've single signed on into this through my Azure recognizing the user and then presenting me with the different options that you're deciding that are available to them. And that can be specific options based on their user role, their department. You can have multiple versions of this chatbot available to multiple types of users. But let's say, for example, I would like to report an issue. It's then going to it's set up at the moment to then log a ticket for me and kind of fill out them ticket fields in a very conversational way within here. So you can see how that's responding. What I'm going to do now is actually head over to the configuration page for you and let's have a look at actually where that builder is set up, because I think it's really useful to get an idea of the actual visualizations for the configuration and actually get a feel for where you would be going to set this up. So this is me in that chat bot flow. If I go across to there, you can see it is very drag and drop for this workflow builder. We have a few in here for you out of the box already to make use of that. You can just go in and adapt as you need to. Hopefully you can see you just be able to go edit in here, select your option. So at first we're looking to see whether the user has logged in so we can present different options to them, whether they are already authenticated or not. If they're not, we're going to want to get their contact details, but if they are, we're not going to need to bother them with that. So this is where you'd go to decide either the conditions that you're wanting to check the actions or the inputs that you're wanting to be pulled across. If I go back on to the details here, you can even see that you can embed these chat bots on external websites as well. We put that available for you so it doesn't have to be restricted to just being used on the Halo portal. This chat bot can also be used on teams and I'll dive into that a bit more later on with the full kind of teams integration within there. If I head back to the portal for now then. Let me go ahead and close this down and talk through actually going ahead and logging, in instance, saying that something is broken. If I pop on to this, I'm then presented with my incident form within here, allowing me to input any details. Of course, this is all fully customizable. Let's say that I've got an issue with the printer. My printer is broken. Straight away you can see an article was being popped up for me and based on the keywords that I'm using in this ticket. So it allows you to quickly pop open that article within the same page. Very important. You're not having to direct them across to another tab. You're kind of streamlining that user experience for them, allowing you to go ahead and scroll through and view the details of this article. These articles can include videos, links, images, anything that you need to within here. It could be something that is useful to them. They can vote on this and add comments if needed, or it could be that they're wanting to still raise that ticket. You can actually report on and see exactly whenever anyone has opened up and viewed an article which can allow you to really see which articles are most effective, and you can see exactly from viewing which articles when they're still going ahead and raising tickets and what articles are actually kind of stopping them in their tracks and actually helping them enough to not have to go ahead and raise that incident and push that through to your team's. I'm going to go ahead and continue raising this ticket. I'll put some very useful details in here. Let's just say it's broken. It's worth noting that with the fields in here, you can allow users to input screenshots. Embed their own images or links. So very making it as easy as possible for users to push that across to you and include all the relevant information. You're not having to kind of store an image, grab a screenshot, add that in as an attachment. You can paste that all directly into that field there. I'm going to go ahead and. Set the category with on here and let's go ahead and link it to an asset. So because of my user role within here, I can only view my own assets. But if, say, you were a site manager or a department manager, someone that needed an elevated permissions, you'd be able to show them all of their locations, assets, their sites, assets, all of their locations, all of the assets within the organization. It's entirely up to you what you're giving people access to within here when raising that ticket. So I'm just going to go ahead and submit that ticket within here. And that's very kind of simple. Look at kind of raising an incident in its most basic form within the portal. Where actually I'm going to go to next is if I start actually sharing my separate screen within here. We're just going to have a look at the teams integration before we then go back onto the portal to look at knowledge base. So within here you should be able to see my teams. Now hopefully that's updated for you. Let's say that. Yep. That's pulling you across. So the first thing to note with the team's integration is that you can actually embed your self-service portal directly on teams. So this gives you an example of just that. So seeing that you can access all of their options available to you actually within teams itself, you don't have to direct to the browser to to a different website. So you can really promote the uptake of that self-service portal straight away and make it native to an application that they're already using. Another aspect of the team's integration is the team's bot. So what you're seeing here, this is our user bot for teams. So it's at the moment I've set this up to use the same bot flow as the chat bot that you saw on the portal. So you can see the options may look familiar within here. So for example, let's go ahead and just run through some of these options so you can see that pulled through. Let's say I've got a question to ask the bot within here. It's going to head and ask me some more details within here. Let's say I am that person with the printer issue. If you start typing your issues and push that across, any questions that you've got, this is programed to actually find any knowledge base articles that are relevant to your questions and present them to you. You can then click view article and that would open that up fully for you. You can go ahead and rate on that and say whether it was useful or not. What I'm going to say is that actually wasn't useful for my case and then see what the options are next for me within here. If I go through, I can. Change my wording slightly. Some more articles will be presented to you within there and then you'll be actually able to go across and vote on that. You can also then carry on your chat bot experience. For example, you might have seen that there's an option on there to ask a question to chat GPT. Um, on the user side of things, what this will allow is that you can actually ask a question direct to chat GPT and get a response from them to the chat. Gpt Integration always also works on the agent side of the application, so you can use it to spell check grammar, check your agents responses, even automate responses based on the questions that you're getting from users and really kind of build that out as much as you want to. Um. So let's just say let's look at the benefits and then you'll see that just be pushed through to you straight from ChatGPT. So this is the user side of the chatbot within teams. So all of your users could have access to something like this to interact with. Of course, they'd be able to raise tickets off the back of this in Halo if you would like. You can also see that there is an option to speak to someone and you can present them with a live chat option. So anyone that you determine on the agent side of things to be available to answer live chat questions can be that then conversations can be routed to while we're in teams as well. It's worth noting that there is also a agent bot for teams to allow your agents to actually your technicians in the system to be able to find tickets within teams, update tickets, add notes, send across these report cards to other people so that they can view their tickets within teams from messages that you receive as well. If I hover over a message that I've got up here, you can see if I click on the three dots, I can then actually create a ticket in Halo straight from this message and really allow that to be seamlessly followed. You're not having to deal with teams for certain issues and go ahead and kind of paste everything over. You're still if you're creating that ticket within Halo and then working on it from there, you're not going to lose any of that data from what you've been doing. Then first time fixes. Everything that you're getting is all in one place ready to be reported on within Halo. Well, I'm going to do now quickly is just switch back to my other screen so you can see this. That should come through for you now. So now that we're back on the portal, an important area to go to is just this main search bar that you're presenting to your users. So it's very useful to just have that one search searchable place for all of the entities that you're storing on the portal. So for example, I'll use that same example again, if I was the person with that printer issue, as soon as I start typing within there, I'm presented with not only the knowledge base articles that match my search, but also any services that match the keywords that I've been using and any tickets as well. And that will be the tickets that I have access to. So it could be my own tickets or as I spoke earlier, if I was someone with elevated roles, it could be my whole site's tickets, my department's tickets, all of the tickets that the organization, wherever their roles, permit them to be able to see. If I come back over here as well, it's worth clicking through actually to our help articles and seeing how they're viewed. If you're accessing them from here, of course, you've got a search area within here where you'll be able to search for any articles. It's worth noting as well that when someone is actually viewing an article that's all fully stored in the database and you can actually present that to your agents when they're dealing with a ticket that's come in from this user to say, actually. Like was doing earlier when raised an incident for the printer issue. If that's got actually gone through to an agent, they'll be able to see that. I first viewed that printer article. So then they're not going to just paste a link to that article through to the user because that's something that they've already viewed. You can really enhance your users experience. You're not going to annoy them by showing them articles and things that they have already viewed themselves. You can really have a very kind of bespoke, customized experience for them. What's also worth mentioning is that just like the views are fully searched, reported on the searches that they're inputting are fully reported on as well. So if you can see that there's a trend in certain searches or people have been searching for, for example, with no articles are coming up that can be easily flagged to you and then you can actually incorporate that within your articles or within the tags that you're using for the articles to show within the searches. If I come back on to the main screen for now, though, what I'm going to do is just click on to this next option here, which is the My tickets view. So as you would expect, this is where a user would go to view all of the tickets that they had open with you currently. And if they had access to view further tickets, this is where they would show through to them. If I click on into one of these tickets for an example, you'll be able to see that you can easily come on here. If you allow users to have access to, they can see exactly in the workflow where this ticket is. So you can see this is being triaged currently it's in progress. We find if you give users the ability to see this workflow diagram and see their ticket progressing, they're a lot less likely to chase you if they can see it actually being moved along and escalated as necessary. I've got the option on here to add a note. So that would just pushed through a user update to the to the agent side and to that ticket I can select here if I want to actually resolve that ticket. I've also got the option on here to escalate. Now, I'd never normally actually implement the ability for users to be able to escalate their own tickets. But for example, what this is doing at the moment is going to send a notification through to the team leader of the ticket of the team that this ticket is with and notify them that that user has requested an escalation within here. So it's just an example to show you that you can give bespoke actions to your users. It doesn't have to be just a simple add a note option within there. You can give them more custom fields to fill out If you want full forms on here as actions, you can 100% just push that across to them. If I come back on here for now, then something else that I want to go through is you might see at the top here, I've got an option to view a service desk dashboard. Now, this is just an example to show you that you can allow users on the portal if they have the permissions to and if you want to give them access to to view things like reports and dashboards within here. So if I go to open that up, you'll be able to see very kind of basic dashboard just open and presented to me. Of course, this can contain whatever data you're wanting to push across and display on this portal, but it's really useful to be able to. You don't have to worry about having licenses for people that do just need to view things like dashboards and reports. You can make them available to them on the portal. What next is really useful to go through while we're looking at this portal is the service catalog. If I go through to request something you can see first I'm presented with the following options within here. Now these are all are it related service options that we've got on the portal to enable this to be a full service catalog for a full use case. So all of your departments request and catalog items can appear on here is just a couple of clicks to make that change and make that available across the whole wide business for you. So if I go on here, request something, say instead of going to it, let's present them with all of the services that we've got. Just as an example for this case, I'll just refresh my screen within there and then you'll be able to see when we next click in to request something I'm presented with, is it for IT facilities? The options that you see we had out of the box set up earlier. Right now I am going to go through and select it. You see, we've got further categories within here. You've also got resource booking within here. So say someone was wanting to go through and book out a laptop, they're presented with that, then complete options on them for them they can say, okay, I want an hourly booking that updates to show them when it is free and they can select a time slot within here. What I want to focus on and quickly go through where we've got a little bit of time is actually submitting a new starter request. Via the portal. So you can see it's got my details already as the requester. I can go ahead and add in the details of the new starter. If you're wanting to update this form, it's very quick and simple as well. If I go on to the configuration, have a look at our new starter ticket within here. Let's say, for example, I'm wanting to add a field on here to capture the middle name that isn't already on here. So this is a new field that I don't already have stored within here. Straight away. You can see very kind of quick and simple to add in this new field, plain text field that's good enough for this purpose. Let's actually slot that within this field group where it makes most sense for it to go. So. Middle name. Drag this where it needs and save that. So a few clicks, a few edits of the form within there. And if I now refresh this, you'll be able to see that field pulled across and inserted into that form to be used straight away. There you go. That's our middle name form. I'll go ahead and enter some of the details just so we can push this across to the agent side. Let's add in our date as well. It's really important with your forms on the form portal to make them as consolidated as possible. If you're presenting someone with a long form straight away, they're going to be less inclined to actually go ahead and fill that out and give you that crucial information. So you can see only actually when I check that they require hardware, am I presented with them, hardware fields to fill out on here? Go ahead and just push this across so we can see that pulled through. I'll submit this new new starter request that's now gone through to the agent side to be dealt with. The first stage of our out of the box new starter process is actually an approval process. Now I am actually down as the approver for this, but it's just quite a nice way to set this up so I can show you that actually approvals can be dealt with via the portal as well, like reviewing dashboards and reports. You don't need the licenses and Halo to be an approver in an approval process that can go to agents, but it can also go to users or to any email address. Now I can see I've got the option within this to actually accept this and fill in the details as I as I want to. So you can present them with further fields upon that approval or rejection as well if you do need that further information. But I'll just say approved for this case. And save that and actually push that across to the agent side. Now, it's worth noting with something like a new starter request, we've only got another kind of five minutes or so left, so I won't go into it in too much detail. This set up kind of on this side, but how it's set up out the box is using a ticket template. Now ticket templates are really useful. You can use them to preset any of the values on a ticket. So as soon as you're submitting a ticket, there's a quick incident. If it's a change request or project anything, you can preset all of them values straight away. You can set to do lists against them as well. So a nice visual checkbox for your agents to work through. And then more importantly, then child tickets. So all of them tasks that need to go out to maybe different departments, different agents follow their own approval processes, their own workflows, you can set within the template and they can be set based on creation rules. So based on approvals going through other tasks, closing down statuses, changing certain fields, having certain values, you can really build out your templates to ensure that all scenarios are covered and your tasks are only being created when in the process they're necessary and if they're necessary for that bespoke scenario. Something to know as well with creating them in Active Directory, there is an integration with Active Directory within Halo and this allows you to create as your actions. So as part of your workflow you can have an automated action to create them in Active Directory. So that wouldn't even need to be a manual task for someone that can actually pull across the fields that you've filled in and push that straight to add and create that user that can also be used to create the assign their groups to them in as well, which can be very useful within here. You see, that's one of the integrations on here. Something to note is that all of these integrations you get have access to with Halo out of the box, all you need to do is simply go ahead and turn things on and off and off as you see fit, as you're wanting to use them. There's a lot on there. And you also have the ability to create your own custom integrations as well. So it's a fully open API, fully documented, allowing you to build as many bespoke custom integrations as you need to within there. Emcee: Page. I'll tell you what, that's the first time I've seen Halo, and I'm impressed. Paige Woolnough: That's good. Perfect. Did a good job then. Emcee: I love it. It's really good. I love all this stuff that you've got on the screen at the moment. You know, things are just switch on and off. All right. Yeah. Paige Woolnough: Simple as possible. We just turn it on and off. Emcee: Yeah, it's super easy. It's like. Yeah, I want one of those, please. All right. There's some configuration to do behind the scenes. Look at that. A question about approvals. Can I delegate approvals? Paige Woolnough: Yep. Yeah. As an agent and a user, you can delegate approvals and have that set up automatically to go to them. No problem at all. Emcee: Next question. Dashboards as a business leader. Am I able to analyze data? You know, kind of like what if chop and change, do some or do I just get the dashboards that are presented to me by it? Paige Woolnough: So as a user on the portal, you'd have them presented to them. You can add filters within these and like change the dates and any filters that you want to to chop and change that. But then you can give anyone as well access to create and edit their own dashboards within the agent application as well. So it just depends on the permissions that you're wanting to set them. Emcee: Thank you. Page That's been amazing. Very, very good. Paige Woolnough: Perfect. Thank you, guys.
