Last week we told you that Halo was coming and shared some look and feel improvements over our current Cherwell solution. Today, we are showing off one of Halo’s most exciting upgrades—one we think will make you all very happy: improved ticket searching. 

Gone are the days of needing a hundred Cherwell queries to find a single ticket. Halo takes a modern and intuitive approach to searching, making it easier, faster, and more accurate. 

Optimize your search by narrowing your search by objects—we chose Tickets in the example below—and adding filters and sort options. You get instant and accurate results that make finding tickets more straightforward than ever. 

With Halo’s robust search options, you can even search for tickets assigned to a specific individual or entire team, which means having to remember incident numbers is a thing of the past. You can even set filters toÌýsearch for closed tickets with only two clicks!Ìý

Easily searching for closed tickets has been on our Cherwell wish list for years, and with Halo, that wish has finally come true. 

But why even search for a ticket when you don’t have to? To help reduce searching, Halo has also added a follow option. You can follow an incident and receive notifications about it while retaining read access. This is especially helpful when you need to reassign a VIP ticket to another agent but have a commitment to the client to keep them updated. Following tickets means we can keep up without getting bogged down and is just one of the many features included with the Halo ticketing solution that makes our workday easier.  

Halo is a significant upgrade to Cherwell and makes ticketing easier, faster and all-around better. But don't just take our word for it; check out our before and after photos:

Halo's modern user-centred design means it's more intuitive to use and takes fewer clicks to accomplish your goals. It's also more responsive, which means your days of watching Cherwell's gears spin are over! Look how easy it is to submit a ticket:

But it's not only about beauty; Halo also has brains. Alongside the back-end upgrade, we've simplified how we classify and organize tickets. That means logging tickets is easier on the front end, but more importantly, performing valuable data analytics is now possible.

With quality metrics, we can pinpoint our community's pain points and address core problems systematically rather than ad hoc.

91ÑÇÉ« has never faced such a period of massive change, especially from a digital transformation perspective. We must rise to this challenge to ensure service stability and quality. Change management has never been more critical to our success. Halo comes with a fully integrated change management module to facilitate our process as it evolves to be even more efficient and effective.

We are always working towards automation. We want to reduce the time we spend on non-value-add activities and focus on building for the future. Our Operation Excellence team has been working hard to revolutionize our processes and compile them into a service catalogue. The Halo platform will host the front end of our service catalogue.

Halo isn't just a Cherwell upgrade; it's a core part of our 91ÑÇÉ« IT. Something that will help us grow and evolve. It's a new foundation on which so much of our hard work will stand.