Halo ITSM
Halo ITSM is a comprehensive IT service management platform that unifies service desk operations, asset management, and change management in a single solution. Connecting Halo ITSM to Harmony enables AI-powered ticket resolution and automated workflows that accelerate IT support delivery.
Capabilities
- Ticket Management: Create and update Halo ITSM tickets from Harmony AI agent workflows
- Asset Management: Sync asset records and CI data between Halo ITSM and Harmony
- Service Catalog: Expose Harmony AI agents as services within the Halo ITSM service catalog
What Harmony does with Halo ITSM
Harmony is the chat front line for employee requests, and Halo ITSM stays the system of record. Employees ask in Slack or Teams, Harmony creates the ticket in Halo, and status, comments, and assignees sync both ways. Agents keep working in Halo without switching consoles.
Data synced
- Tickets, incidents, and service requests
- Ticket status and priority
- Comments and internal notes
- Assignees, categories, and knowledge articles
Actions available
- Create tickets and requests in Halo ITSM from Harmony
- Sync comments and status changes in both directions
- Update assignees and priority from chat
Real-world use cases
Request from chat: An employee opens a request in Slack, Harmony creates the Halo ticket, and updates return to the same thread.
Answered from knowledge: Harmony surfaces a matching Halo knowledge article and resolves a common question with no ticket.
Agent stays put: An agent updates status and adds a note in Harmony, and both changes sync straight to Halo ITSM.
Related integrations
FAQ
Connect Halo ITSM so employees raise and track tickets in Slack or Teams while Halo stays the system of record. Harmony is the chat front line for employee requests, and Halo ITSM stays the system of record.