Halo ITSM includes a fully integrated knowledge base with AI-powered article suggestions. Surface the right answer before a ticket is raised, capture resolutions at closure, and cut inbound demand — no extra cost, no separate tool.
Without a knowledge base, every agent starts from scratch every time. With one, each resolution makes the next one faster — and the one after that faster still.
The flywheel effect
A knowledge base compounds over time. The first hundred articles deflect a handful of tickets. The next thousand make your AI suggestions genuinely reliable. The combination of good resolution capture, review discipline, and AI surfacing creates a loop that improves service quality continuously — without adding headcount.
Halo's knowledge base is built into the platform — no third-party tool, no separate licence. Articles are organised into categories, tagged for fast filtering, and rated by the agents and end-users who use them. Every article shows view counts and feedback scores so your team can see what's working and what needs improving.
Category-based structure with full-text search — agents and end-users find answers in seconds, not minutes.
Tags, view counts, and helpfulness ratings on every article — see at a glance which knowledge is being used and which needs a refresh.
Separate visibility controls for agents and end-users — internal runbooks stay internal; public-facing articles go to the self-service portal.
As soon as a ticket is opened, Halo's AI analyses the subject and description and surfaces relevant knowledge base articles directly in the ticket view. Agents see the answer without leaving the ticket — and can send the article to the end-user with one click.
Article previews appear inline — agents read the full description and resolution without opening a separate tab.
End-users on the self-service portal see relevant articles before they submit — deflecting demand before the ticket is ever raised.
No configuration needed — Halo's AI suggestion engine works from day one against your existing knowledge base content.
Halo prompts agents to contribute to the knowledge base at ticket closure — while the resolution is still fresh. A structured article form with separate Description and Resolution fields means every article is consistent, searchable, and immediately useful to the next agent who needs it.
Rich text editor with formatting, images, and code blocks — articles look professional without any extra effort.
Apply templates for consistent structure — new starters can contribute quality articles from their first week.
Review dates keep the knowledge base accurate — articles flag for review automatically so nothing goes stale.
Embed videos directly in articles — paste a URL and the video plays inline. End-users don't need to leave the article to watch it.
Built in and ready from day one — no separate tool, no extra licence.
Agents and end-users search across all articles instantly. Results rank by relevance, tags, and helpfulness scores — the best answer surfaces first.
Thumbs up/down feedback on every article. View counts and ratings surface what's working and flag what needs updating — continuously improving quality without manual audits.
Control which articles are internal and which appear on the self-service portal. Internal runbooks and troubleshooting guides stay private; public articles deflect end-user tickets.
Link articles directly to Problem records. Known errors and workarounds are shared automatically with agents working on related incidents, reducing resolution time and repeat escalations.
Set review dates on every article. Halo flags articles for renewal automatically, ensuring your knowledge base stays accurate as your environment changes — no manual calendar required.
Knowledge base articles appear natively on the self-service portal. End-users see relevant articles as they type their request — deflecting demand before the ticket is ever submitted.
Create new versions of articles, compare changes side by side, and roll back if needed. When an article is linked to a ticket, Halo automatically serves the most recent published version — end-users always see the current answer.
Articles created at ticket closure start as drafts and sit in a review queue before publishing. Knowledge managers approve before anything goes live — keeping quality high without slowing agents down at the point of closure.
Link articles to each other and Halo surfaces suggested follow-on reading at the bottom of every article — guiding agents and end-users through connected topics without needing to search again.
Halo logs every search made on the self-service portal — including searches that returned no articles. Your team can run reports to see exactly what users are looking for but not finding, and proactively create the missing knowledge before those searches turn into tickets.
Every portal search is stored — including the ones that returned nothing. No more guessing what your users need.
Run a report on failed searches to build a prioritised article backlog — the most common unmet searches become the next articles you write.
Shifts knowledge management from reactive (writing articles after tickets) to proactive (filling gaps before demand arrives).
Halo's knowledge base, AI suggestion engine, and self-service portal integration are all included in the single monthly licence — no per-module fees, no AI surcharges.
Surfaces relevant articles on open tickets automatically — no configuration, no training required.
Fully integrated into the ticket workflow, the portal, and problem management — one platform, no integrations to maintain.
Articles surface on the portal before a ticket is raised and on the ticket before an agent starts typing — cutting volume at both entry points.
Knowledge management in Halo — answered directly.
Also in Halo ITSM
Everything you need — included in one licence.
Talk to an Allied ESM specialist and see how Halo turns every resolution into reusable knowledge.
Schedule a call