This month’s customer satisfaction score : 98.65%

“I truly appreciated Dorian’s knowledge, ability to offer support, and his patience with someone who needs extra help.”

Introducing a new ticketing system:Halo PSA

We’re making an investment in the tools that support your business. On Wednesday October 14, i2m Solutions will transition our ticketing platform from ConnectWise to HaloPSA.

What This Means for You

Your process for requesting support will stay the same. After 10/14/26, you can continue submitting tickets exactly as you do today – by emailing support@i2m.solutions. There are no new steps, addresses, or procedures to learn!

The only noticeable difference may be the appearance of the emails you receive from us (take a look at the next section for some examples and new features). Ticket confirmations, updates, and resolution notices generated by Halo may have a different layout or format than the messages you’re used to seeing from i2m. These emails will still contain the information you need to follow your request and communicate with our support team.

What Is Not Changing

This update is designed to help our team manage requests efficiently while keeping your support experience familiar and straightforward. If you have questions about the transition, please get in touch!

Halo ticket emails

Ticket Received

This is the email you receive after you submit a ticket to the Help Desk. No action is necessary, it is simply a confirmation that your ticket has joined our queue.

Ticket Assigned

You will receive this email when a technician is assigned your ticket. This does not mean the work is started, just who you can expect to work with on your ticket.

New Feature

When a technician emails you about your ticket, you now have the ability to book time on their calendar!

In emails from your technician, there’s a link to book an appointment on their calendar. You can schedule ticket work for a time that works best for you.