Feature Ideas

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

Ticket notes & draft emails, etc. should autosave to the tickets in case of a browser refresh or crash. If you had started writing notes and then refresh the ticket page then you should have a button or option to reload what you had last typed in there instead of needing to start over. I'm a new Halo user coming over from Syncro and this is the most basic feature that Syncro has and Halo is missing. I've lost a few draft ticket notes already but I'm sure many of you have lost many more. Ideally this would work in forms outside of the service desk as well, in the knowledge base, in the self-service portals, etc. All of those rich text and really any field should be autosaving while you type so if you refresh then you can click a button to get back what you had.

It would be really useful to be able to write an email in Outlook and pick the correct ticket number from a list or search, add time in and then send to Halo through the normal copy in the mail delivery email address as usual. The reason this works much better is: a) People don't ignore direct emails from people in the same way as they ignore automated emails from a PSA system b) The formatting used is much better and doesnt break as with the current output from Halo(and you can paste in other items without the formatting getting screwed too) You could use the same mechanism to book in ticket updates, appointments from tickets and tasks/notes from tickets to work from.

When you are tagged in a ticket, as either an @(person) or @(team/department) you receive a Halo notification. When you click this notification you are taken to the top of the ticket history. Would it be possible to anchor this tag, so that when you click this in your notification tray in Halo, you are taken to the tag within the ticket, rather than the top of the ticket and need to scroll to find out where and why you were tagged. This would speed up searching for the tag and the actions you need to perform.

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.

You can't easily move around the email addresses when emailing from a ticket. It would be great if you could drag someone from CC and drop into the To section without having to search for that user and delete the other one.

If an agent is Away from Keyboard, or their machine is locked, then auto add that time onto their timesheet. There should then be an option to enforce the agent to explain what was done during that time (Cigarette break, toilet, unplanned meeting etc)

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

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

In HaloPSA Timesheets, we should be able to enter the Start time and End times via keystrokes on the keyboard and without having to click scroll through the time scroller for both the hour field and minutes fields to add in our times. We should also be given a field to deduct time when staff need to enter a block time in with other tickets \ tasks completed during this block time in a working day. This archaic front end is a relic of the 1980's, is inefficient + cumbersome, and cost us time.

When entering time at present It must be one contiguous block that is either all billed or all not billed. Depending upon global settings it can be defined by a duration and end time, or by start and end time. But there is no way to account for other overlapping time entries. A time-tracking field that lets you enter an amount of time to deduct from a time entry without changing the start and end times would allow for this and avoid a lot of tedious small time entries. For instance, a servicedesk tech working on one matter (ticket A) gets interrupted by a call (ticket B). They handle the call, make a time entry for that, and return to the first task. In the current system, they will end up billing the duration of the call to both tickets A and B unless they make separate time entries for ticket A before and after the call (ticket B). Importantly, this gets a lot worse when that agent is interrupted more than once. With a deduction field, the tech makes their time entry for ticket B when they take the call. Then when they make their entry for ticket A, they enter the correct start and end times and then take the duration of ticket B and enter it in the deduction field. The number of time entries required to bill (or not bill) all time correctly reduces a lot and ticket notes are simpler and more readable. On top of that, an option to automatically deduct the duration of overlapping time entries would make this super simple. This could be a button or checkbox next to the deduction field that automatically calculates the deduction upon request.

For us, being new to HaloPSA, one of the things that frustrated us the most was the lack of good documentation when it comes to integrating with the system. It would be nice if this could be improved a ton, as we now have to try and reverse engineer how the system is set up to do.

If a field is hidden (by dynamic or static visibility settings) on the "new ticket" screen on the self-service or agent portal, it cannot be referenced by other dynamic visibility settings; if it is a lookup, the lookup is not run. Sometimes I would like to have a field which influences the dynamic visibility of other fields, but which itself is not shown to the user, e.g. as a "configuration" value. Similar to how $CLIENT is accessible from dynamic visibility but is not (directly) shown to the user. Then, using this, we could have dynamic visibility based on arbitrary SQL or HTTP lookups - which we already can do, but we have to show the result of the lookup to the user, because it will not be run if it's hidden, which can be a bit ugly. I understand that this is done for optimisation and privacy (it would still need to send "hidden" fields to the frontend, which means the user could access their values from dev tools if they really wanted to) so it would be nice if this was just another option in the visibility settings - something like "visually hidden" to make it clear that it's not completely hidden.

I would like to change the favicon that is shown on the customer portal – right now it’s the red haloPSA favicon which doesn’t match our color scheme at all. Replacing it with our own custom icon preferred, alternatively the ability to set a HEX color code for the existing icon would be a 2nd option Also when going to our portal the loading circle is blue at first, and then changes to our green, is there any way to fix that? Right now the favicon is red, the initial loading circle is blue, and then finally things change to green, which is a pretty bad mis-match of colors Additionally, it would be great to have the option to repeat a background image vertically, right now we had to make a fairly large image in height to have it work on every possible screen/mobile device, but the caveat is that the background image takes a second or two to load in. If we could just have it repeating on the Y axis that would solve the problem, but I was told that it's not possible, even by custom CSS at this time.

wouldn´t it be great, to have the same login for the https://support.haloservicedesk.com/portal/ and https://ideas.halopsa.com/ and to be able to create an Idea from a ticket, so that dev could not only read the idea, but also the support case which lead to the feature request?