Halo ITSM includes fully ITIL-aligned incident management with automated classification, SLA tracking, escalation rules, and workflow-driven resolution — all in a single platform, included in every licence at no extra cost.
Halo's incident queue gives your service desk a real-time view of every open incident — category, priority, SLA status, assigned agent, and current workflow stage all visible at a glance. Breaching SLAs are flagged automatically so nothing slips through without your team knowing about it.
Filter and sort by priority, category, team, SLA status, or assigned agent — built for busy service desks that need to triage fast.
Colour-coded SLA indicators show at-risk and breaching tickets instantly — no hunting through lists to find what needs attention now.
Saved views and personal queues mean every agent sees exactly what they need without configuration overhead on every login.
Halo's incident ticket view puts every relevant piece of information on one screen — the full action log, SLA countdown, linked assets, related problems, AI knowledge suggestions, and communication thread. Agents resolve faster because they never have to leave the ticket to find what they need.
Live SLA countdown visible on every ticket — agents always know how much time they have and can escalate before a breach occurs.
AI surfaces relevant knowledge base articles inline as soon as the ticket is opened — agents see the answer without leaving the screen.
Link incidents to problem records, assets, and changes — giving you the full picture of impact and root cause without manual correlation.
Halo's new incident form is fully configurable — define exactly which fields agents and end-users must complete, set default priorities and categories, and let Halo's AI pre-populate classification based on the ticket subject. Every incident arrives with the information needed to resolve it efficiently.
Configurable mandatory fields ensure agents capture impact, urgency, and affected user on every ticket — no shortcuts that degrade your reporting.
AI-assisted categorisation suggests the right team and priority as the agent types — reducing manual classification effort on high-volume desks.
End-users raising incidents via the portal use a simplified form with guided fields — structured intake without the complexity of the agent view.
Built in and ready from day one — no separate module, no extra licence.
Define response and resolution SLAs by priority, category, or customer. Halo tracks every SLA in real time, alerts agents before breach, and escalates automatically when thresholds are crossed.
Route incidents to the right team automatically based on category, keyword, priority, or affected service. Halo's SAF routing rules handle first-level triage without any manual assignment.
Halo's AI reads ticket subjects and descriptions to suggest the right category, team, and priority — pre-populating fields at creation and reducing manual classification on every ticket.
Define multi-tier escalation paths that trigger automatically on inactivity, SLA risk, or priority. Managers are notified before issues become complaints — without any manual monitoring required.
Link incidents to problem records and affected CIs directly from the ticket. Known error workarounds surface automatically; impact analysis shows every CI and service affected by an incident.
Automated email and portal updates keep end-users informed at every stage. Closure notifications, satisfaction surveys, and re-open windows are all built in — no manual chasing required.
SLA management, automated routing, AI classification, escalation rules, and full end-user communication are all included in Halo's single monthly licence — no per-module fees, no AI surcharges, no hidden costs.
Real-time SLA countdowns, breach alerts, and automatic escalations — no manual monitoring, no missed commitments.
Automatic classification, knowledge suggestions, and ticket summarisation — all included, no AI module to purchase.
Incidents link natively to problems, changes, assets, and the knowledge base — one platform, no integrations to build or maintain.
Incident management in Halo — answered directly.
Talk to an Allied ESM specialist and see how Halo handles incidents from first contact to resolved — fast.
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