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Europa's IT help desk was losing much of its day to admin. By bringing AI into Halo, the team now gets instant ticket summaries, AI-suggested resolutions, and knowledge base articles created at the click of a button, freeing them up for the users who genuinely need them.
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Europa Worldwide Group is an ambitious independent logistics operator with three divisions: Europa Road, Europa Air & Sea, and Europa Warehouse. The group employs over 1,300 people across 17 sites in the UK and Europe, with 48 partner hubs and international offices in South Africa, Hong Kong, the UAE, China and India.
A help desk supporting 1,300 users around the world runs on shifts. Tickets rarely begin and end with one person. An issue raised on an early shift might be picked up later by someone else entirely or handed between teams. Every time that happens, whoever inherits the ticket has to piece together what came before: the original issue, what was investigated, what was tried.
That reconstruction took time. On a complex ticket, it could take up to 20 minutes simply to get acquainted with what had already happened before any real work could begin.
Capturing knowledge was just as costly. Writing a knowledge base article the manual way, with steps, screenshots and edge cases, could take anywhere from a few minutes to up to an hour, sometimes longer. In an ideal world the team would write one after every issue. In reality, on a busy day with 1,300 users to support and no spare capacity, that rarely happened.
Then there was the volume of requests that did not really need IT at all. On a monthly basis, the team was seeing 25 to 30% of tickets raised for things users could reasonably self-serve: diverting their own emails, setting an out-of-office, routine questions with an answer a search away. Every one of those pulled the team away from the users who genuinely needed them.
"When you've got 1,300 users to support, you fix one issue and you're straight onto the next. There's rarely time to stop and write everything up."
Having implemented Halo over four years ago, Europa knew the platform well. And with AI already woven into daily working life through Copilot, extending it into the service desk felt like a natural next step. The team rolled out a set of AI features across the help desk, each one aimed at taking repetitive work off people so they can spend time where it’s needed.
Ticket summarisation. Rather than reading back through an entire ticket history when picking up a ticket from another shift, agents now get the picture up front. Halo's AI Insights presents the ticket as a bullet-point summary of just the information that matters, cutting out the reams of detail that slow a handover down, so the team gets to the issue quicker.
Ticket matching. When a new issue comes in, Halo surfaces related tickets of the same nature, drawn from that day or from the past. It lets the team see at a glance whether an issue is isolated or more widespread and jump straight into related tickets without going looking for them. It points back to how similar issues were handled before, showing what was tried previously so the team can pick up where the last attempt left off rather than starting over.
Suggested resolutions. AI Insights goes a step further than summarising. Where it recognises an issue the team has seen before, it suggests what resolved it last time, and where it hasn't, it can draw on wider sources to propose likely fixes. It gives the team a starting point to work from rather than a blank page, speeding up diagnosis.
Knowledge base creation. What used to be a manual write-up of up to an hour is now generated from a closed ticket at the click of a button, then reviewed and approved before it goes live. It means the articles actually get written, rather than being the job that always slipped when the day got busy, and the knowledge from one ticket is there for whoever hits the same issue next.
Self-service and the virtual agent. Users across the business have a self-service portal and a virtual agent to speak to. For the quarter to a third of tickets that don't really need IT at all, the agent points users to the right knowledge base article and lets them resolve it themselves. It draws on both the knowledge base the team has published and, where appropriate, the wider web, and it was deliberately set up with limits: it won't push a user towards something they shouldn't be doing or wouldn't be able to do, and where an issue genuinely needs IT, it raises a ticket and hands it over. The result is a front line that filters out the noise and frees the team to deal with the people who genuinely need them.
Halo inside Copilot and Teams. Europa has connected Halo to Copilot via an MCP connection, creating a Halo agent that lives inside Copilot and Teams, the tools people already have open all day. From there the IT team can ask reporting questions, such as how many tickets have come in this month, and even raise tickets directly. Ask it to create a ticket and, within seconds, it appears in the queue in Halo.
" A lot of what comes in isn't really an IT issue at all. We still want to get people the answer they need, but often the best thing we can do is point them to where they can find it themselves, and free ourselves up for the things that really do need us."
Europa is still rolling out new AI features, and the journey is ongoing, but the direction, and the time it stands to give back, are already clear.
The next step points outward. Europa is working towards making the Halo agent available not just to IT but to users across the business, inside Copilot and Teams, self-serving where possible, and raising a ticket automatically when it can't be resolved. It is a natural extension of the same idea that has shaped the whole rollout: putting the right answer within easy reach, wherever people already are, so that the team's time goes where it counts.
"I think having that feature is probably one of the most exciting ones that we're looking for, for the future for Halo and Europa."
