From ServiceNow to HaloITSM: How inlumi Gained Efficiency, Flexibility, and Cost Savings

How do handoffs between agents or teams work? When a ticket needs to move to a different agent, team or department, Halo transfers the full conversation history and context with it. The receiving agent has everything they need to continue without asking the customer to repeat themselves, making every handoff invisible from the customer's point of view. --- How does Halo help managers oversee team collaboration? Managers get a clear view of ticket ownership, agent activity and SLA status without needing to interrupt their team. Audit trails record every action taken on a ticket, and real-time dashboards surface workload distribution and performance data, giving leadership the oversight they need without micromanaging. --- How do new agents get up to speed quickly? Halo captures institutional knowledge across every resolved ticket, internal note and knowledge base article. New agents benefit from that accumulated experience immediately, with suggested responses, searchable history and clear escalation paths guiding them from day one, without needing to lean on senior colleagues for every answer. --- Can collaboration tools be customised for different team structures? Yes. Halo's collaboration features are fully configurable, from custom ticket views and assignment rules to tailored escalation paths and team-specific queues. Whether your support operation is centralised or spread across multiple departments, the platform adapts to the way your teams are structured rather than forcing you to work around it. --- What are internal notes and how do they work? Internal notes are private messages that can be added to any ticket, visible only to your team. Agents can use them to share context, ask questions or flag important information, keeping the customer conversation clean while collaboration happens behind the scenes. --- How does @mentioning work in Halo? Typing @ followed by a colleague's name within a ticket notifies them directly, pulling them into the conversation instantly. It's a quick way to get a second opinion or loop in a specialist without leaving the ticket or sending a separate message. --- Can multiple agents work on the same ticket at the same time? Yes. Halo supports shared ownership and collaborative working on tickets, so multiple agents can contribute to a resolution simultaneously, with a full audit trail keeping track of every action taken.