HaloITSM Q2 2025: Practical Enhancements That Make a Difference

In a rapidly evolving ITSM landscape, real improvements come from features that reduce manual work, enhance visibility, and allow teams to work smarter. HaloITSM’s Q2 2025 release delivers on all these fronts, with a suite of updates focused on operational efficiency, better user experience, and stronger governance.

This post explores the standout features in the latest release and how they can meaningfully support your service management practices.

Intelligent Automation & Smarter Ticket Handling

• AI-Powered Ticket Auto-Linking
  Using AI, Halo can now automatically detect and link similar tickets to a parent record - based on a configurable similarity threshold. This drastically reduces the noise during major incidents and high-volume events. Instead of manually consolidating issues, service teams gain immediate visibility into root causes and impacted users.

• Attachment Support in Virtual Agent Chats
  Users can now upload screenshots, logs, and files while chatting with Halo’s virtual agent. This enhancement boosts first-contact resolution and reduces the need for follow-up, creating a smoother transition to human support and shortening MTTR.

Process Control & Risk Visibility

• Configurable Risk Scoring
  Admins can now apply weighted values to single-select custom fields and calculate risk scores directly on the ticket. Whether you’re managing change requests or high-priority incidents, having a quantitative risk indicator helps teams triage faster and act with more clarity.

• Sprints for Config Tracking
  A new structure for rolling out config changes means each change can now be grouped under a sprint. This brings better traceability and makes it easier to manage updates across environments - especially useful for customers operating in development, test, and production spaces.

• CAB Role Mapping via Entra ID
  Change governance is also improved with the ability to map CAB roles directly to Microsoft Entra ID groups. This automates access control and helps prevent unauthorised approvals - essential for audit and compliance.

Enhanced Knowledge, Asset, and Data Management

• Knowledge Base Draft Comparison

  Content creators can now compare knowledge base drafts with the live version - side-by-side and in real time - reducing errors and keeping your self-service content sharp and consistent.

New Asset Features:

• • Related Asset Edit Screens include real-time impact fields for better contextual data.

  • Default Asset Templates ensure consistency and speed up asset creation.

  • New Lifecycle Fields like "Created By" and "Last Updated" give teams clearer audit trails.

These upgrades strengthen your CMDB and support a more data-driven approach to service and incident management.

UI and Usability Improvements That Actually Help

• Customisable Action Groups
  Ticket actions can now be grouped into named, coloured sections - improving speed and clarity for agents during resolution. No more digging through menus to find the right workflow button.

• Dedicated Agent Chat Area
  Chats are now accessible in a full-screen view, organised by status (active, my chats, closed), with role-based permissions. This is a major upgrade for teams dealing with high volumes of chatbot conversations.

• Multi-Tab Functionality & Custom Landing Pages
  Agents can work with multiple internal Halo views in one browser tab, duplicating or switching between them easily. Less tab clutter, more efficient multitasking.

Reporting and Visual Improvements

• Query Builder: Logged-In Agent Filtering
  Reports can now dynamically adjust to show data based on the viewer’s identity. Great for team-level dashboards where visibility needs to reflect user permissions.

• Colour-Priority Indicators on Dashboards
  Ticket priorities can now be colour-coded in dashboard widgets - bringing urgency to the forefront and helping teams focus during major incident response.

• Improved XLS Import Tools
  Admins can now set import size limits and validate files before ingesting data. This protects performance and improves reliability for bulk asset or ticket updates.

Better End-User Context and System Integrations

• Customisable End-User Details
  When creating or viewing tickets, you can now surface specific user attributes like department or middle initials - making it easier to distinguish between users in large orgs.

• New Integration: ISL Online
  A fresh integration with ISL Online broadens remote support capabilities for teams using this tool.

BDQ's Perspective: Why These Updates Matter

At BDQ, we work with organisations across complex IT environments. We’ve seen first-hand how automation, better risk visibility, and structured data handling transform service delivery. In a recent HaloITSM implementation for a major aviation client, improvements like these contributed to a projected $1M+ in cost savings over three years - by streamlining processes, automating ticket handling, and replacing fragmented tools with a unified solution.

Stay tuned for the full customer case study coming soon - where we'll dive deeper into the before-and-after metrics and migration journey.

Your Turn

HaloITSM’s Q2 2025 updates are packed with practical enhancements designed to support real-world teams. For more detailed information, read the original post from HaloITSM.

Which new feature do you think will make the biggest impact for your organisation?

💬 Let us know in the comments below - we’d love to hear your thoughts.

Need help implementing any of these features, or considering a move to HaloITSM? BDQ offers fixed-price implementation, consulting, and training services tailored to your needs. 👉 Contact us to talk about your next step.