Feature Ideas

Have the ability to create Dashboard Only Agent for Interactive Displays Similar to API Agent.

Outgoing emails don't have required headers to allow email clients to group them by conversation, please implement this in Halo!

Hudu has this feature so it must be possible to achieve. If Client's website is mentioned under client, it should reach out to the website, get the logo and add it to the client in Halo.

A full functioning mobile app that doesn't require you to go to the browser version on your phone for 90% of your needs.

Have the ability to send overdue invoice reminders to customers based on a specified timeframe.

Would like the ability to map asset types in Ninja to asset types in Halo. For example, in Halo all our current assets and items are filtered where asset type is called workstation or server. However, Ninja brings servers across as Windows_Server. This means we have to go and update all our reports as well as all our items where the quanity is mapped to device name is server.

I know Halo say they have various backups and DR plans in place, but it's not good practice to solely rely on any one company to protect your vital data. Please implement a bulk export or database dump feature that can be scheduled to give us access to our data, should a disaster occur.

When an administrator impersonates an agent/user it should not affect things such as: 'last seen online', 'read by', 'seen by', 'opened by', 'status', etc.

We heavily use to-do's as a way of creating checklists on common steps. However, a lot of our clients require unique custom checklists. We use IT Glue currently for this and it allows not only a to-do, but it allows that to-do to be expanded detailed steps (written in HTML). What I would like to see is the following To-dos have their own tab in tickets and not just a sidebar. To-do's can be expanded to show links or steps (See screenshot of Glue) To-dos once completed hide from the list To-do's that can be associated with a client site and be templated To-Do templates can be grouped

we use the Unifi Hardware stack for most of our networking as the controller for this is free and doesnt require a subscription. this controller uses standard Rest api to collect information. (www.ui.com) I have currently created a powershell based integration that collects all sites and hardware from the unifi controller and updates them via api in Halo. However, due to api throtteling this process is quite prone to error. It would be realy nice to have this as a proper integration. This api is Documented here: https://ubntwiki.com/products/software/unifi-controller/api

The HTML editor chosen for use across HaloPSA lacks and has a terrible time copying data from Word Docs. I would love to see an improved or replace HTML editor across HaloPSA, especially in Knowledge Base Articles.

Add the ability to organize actions into groups in tickets. This could be accomplished with either drop-down menus with multiple actions or with brackets with actions tied to that group. Make it where we can name the group anything. An example would be having 4 Escalation actions; Escalate to Tier 2, Escalate to Tier 3, Escalate to Sales, Escalate to Manager. Most of those are not needed that often. It would be nice if there was a way to put them all together in one 'Action Group' that we could expand if one of those actions is needed.

Our previous PSA has the option to print a label for a ticket, or an inventory item. The label would print out of a Dymo type label printer. We would print a label(s) from a ticket to attach to customer equipment or orders. First example, if a client dropped off a laptop and AC adapter, we could print a label to stick on the laptop & charger for easy tracking. Second example, if we order items for a project, when the order is received, labels can be attached to all of the items associated to that project. Our previous PSA also had a basic Point-of-Sale in it, and we could print a different type of label to attach to inventory. Which we could scan with a barcode scanner when adding items to an invoice/purchase screen.

We used to use Zendesk Support as our Service Desk platform. This system had a particularly good "Events" view that had a lot of information, and it was very easy to find out what had happened. For an example it showd all the fields in the Event view that were filled up in the first action (like, who was assigned to it, who was requester, what channel they used, what form they used) Image below. I hale I even have trouble to figure out how did the Project manager closed the request when request was assigned to "Unassigned" or agent was changed by the system and Audit Log did not catch it Image below Also when someone changes the to-do list, then this action is also not listed under Audit log.

It would be nice if impersonate users was an option in agent roles. Our Partner Success Manager has been working with users at our customers to roll out the user portal and it would be beneficial for him to be able to see what the user sees. This would also help when billing or other questions come up.