At Bridgeall, we’re always looking for ways to improve the service and support we provide to our customers. That’s why we’re excited to announce that we’re moving our service management to Halo Service Desk. 

This new platform will become the central hub for managing all support requests, giving our customers a smoother and more transparent experience when working with our team. We explain more about the move in this article. 

Why the change?

As our customer base has grown, so has the need for a modern, flexible service desk tool. Our previous system has served us well, but we want to ensure we can: 

  • Respond faster – Halo enables us to manage, prioritise and resolve tickets more efficiently. 
  • Improve visibility – You’ll be able to see the status of your requests at any time, giving you peace of mind and clarity. 
  • Provide consistency – With automated workflows and a streamlined interface, we can deliver a more consistent support experience. 
  • Scale with you – As your needs evolve, Halo provides the flexibility and features to adapt and grow alongside you. 
  • AI – Harnessing built-in AI features, Halo helps to speed up ticket handling by suggesting solutions, categorising requests automatically, and reducing repetitive tasks. This means faster resolutions and more time for us to focus on solving the complex issues that matter most to you.

What this means for our customers

This will mean an improvement to the service our support customers will experience especially through the new portal. Using the new portal customers will be able to: 

  • Raise new support tickets quickly and easily. 
  • Track the progress of your requests in real-time. 
  • Communicate directly with our support team in one central place. 
  • Access a history of your previous tickets. 

For management there will be a new dashboard and view allowing you to track your organisations tickets and issues, helping us work in partnership to analyse and deal with the root cause of IT issues. This ensures a more transparent, reliable, and streamlined experience whenever you need support from us. 

The move to Halo is all about making our service more efficient, transparent, and customer friendly. We’re confident this will improve the way we support our clients, and we’re excited for our them to start using the new system. 

A note from our Head of Managed IT and Support, Ken Willcox about the move – ‘With Halo, we’re not just improving our service desk – we’re building a platform that will transform our entire service delivery as we scale. It’s the foundation for how we’ll continue to evolve our managed services and support our customers’ growth.‘