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New Ticketing System: Halo

You spoke; we listened! 

Over the last few months, we’ve been hearing from you, our customer, that you would like to see some improved efficiencies with our support system. To that end, we are happy to announce that we are migrating to HaloPSA as our new ticketing and professional services automation platform (PSA).

Thanks to you, our clients, we’ve grown and the ticketing and PSA tools we’ve been using are no longer able to handle our current needs. Changing the software that we use to manage our entire business is a massive project and not one we take lightly. We’ve spent the last six months evaluating different offerings and last month decided on HaloPSA. 

Some of the key improvements you will see with the new system are:

    • Users will have their own portal where they can log in to submit new tickets and see the status of their open and previous tickets as well as details on actions taken by the support techs.
    • The main point of contact (POC) of each client will be able to log into their user portal and see all tickets for their company.
    • The POC will have the option to be cc’d on any communication of all tickets for their company.
    • A better interface for onboarding and offboarding
    • Ability to create asset reports from with the user portal. No need to log into a separate portal for asset review.
    • We will be able to provide knowledge base articles specific to your company that are easily accessible through the client portal.

What won’t change? You will still be able to submit tickets via email or by calling our support line and of course, our commitment to support your business to the best of our ability remains as strong as ever.

For the past month we’ve been getting Halo ready for our use and working through migration strategies to make the move as seamless as possible to our clients.  We will be sending out log in information and instructions to the POC for each company shortly with our goal to be switched over by the end of September.   

For more information, contact Cranston IT today at 412-200-5656 or at support@cranstoninc.com