We’ve moved to Halo!
We’ve moved to Halo .
At Jacobus Managed IT Services, we’ve invested in a new and improved ticketing system so we can look after you better. Here’s what’s changing, why we did it, and what it means for you.
Better service starts with better tools
Every support request you send us is a ticket. We’ve moved our ticketing from Accelo to Halo, a platform built specifically for IT service providers. It gives our team better ways to track, prioritise and resolve your requests, and it gives you a clearer view of what’s happening along the way.
Better customer service
Clear, consistent updates at every key stage of a ticket, so you’re never left wondering whether we received your request or what happens next.
Faster responses
Halo helps our team see, prioritise and follow up on work more effectively. We expect this to help us respond to and resolve your requests more quickly.
More visibility
A customer portal gives you a view into your company’s IT service: open tickets, their progress and your ticket history, all in one place.
Three improvements you’ll notice
Ticket acknowledgement emails
When you raise a request, you’ll get an email confirming we’ve received it and created a ticket. From there, you’ll hear from us at each important step until it’s resolved.
A customer portal for your tickets
Keep track of your current tickets and look back through your ticket history at any time. You’ll sign in with single sign-on (SSO) using your existing Microsoft 365 account and password, so there’s no new password to remember.
Reply to update your ticket
Every ticket email is part of a thread. Simply reply to it to ask for an update or add more information, and your reply goes straight onto your ticket.
Keeping you in the loop, by email
Here’s how we’ll keep in touch about your tickets, and how you can keep in touch with us. Not every ticket will need every step.
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Received and created
As soon as you raise a request, you’ll get an email confirming it has arrived and a ticket has been created.
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We need something from you
If we need more information or an action from you to keep things moving, we’ll email you and ask.
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Reply any time
Want an update, or have something to add? Reply to any email in the ticket thread and it’s added straight to your ticket.
Track your tickets online
See your open tickets, check their progress and look back through your ticket history, any time.
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Open the portal using the button below. You might like to bookmark it.
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Click “Sign in with Microsoft”. If you use Microsoft 365, this is the button for you.
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Sign in with your usual Microsoft 365 email and password. There’s no separate portal password to create or remember.
All ticket emails come from one place
Every ticket notification and piece of correspondence will come from this address. We recommend adding it to your contacts or safe senders list so our updates always reach your inbox.
What else Halo brings to your service
Much of Halo’s value sits behind the scenes, helping our team work more effectively on your behalf.
Everything in one place
Every request, update and resolution is recorded against your organisation, so nothing gets lost between emails.
A reference for every request
Each ticket has its own number, making it easy for you and us to refer to a specific issue.
Full context for our team
Whoever picks up your ticket can see its full history, so you don’t have to explain things twice.
Response times we can track
Halo tracks how long tickets have been waiting, helping us keep requests moving and avoid anything slipping through.
History you can look back on
Your ticket history in the portal is a record of past issues and how they were resolved.
Better insight, better service
Clearer data on our work helps us spot recurring issues and improve how we support you.
Good to know
Do I need to do anything right now?
Not much. Add help@jacobus.com.au to your safe senders list so our emails reach you, and bookmark the customer portal.
How do I get into the customer portal?
Go to halo.jacobus.com.au/portal and click “Sign in with Microsoft”, then use your usual Microsoft 365 email and password.
What happens to my existing tickets?
Your request is still in good hands. If you have a question about a specific open request, just get in touch at help@jacobus.com.au.
Will I still deal with the same team?
Yes. The same Jacobus team is looking after you. We’ve upgraded the tools we use to do it.
An investment in looking after you better
Moving to Halo is a significant investment for Jacobus, and we’ve made it with you in mind. We expect it to deliver a faster, clearer and more consistent support experience, and we’d love to hear what you think as you start using it.
The team at Jacobus Managed IT Services