Feature Ideas

Ability to control what is visible on the front pages of these areas - similar to column views on tickets. currently you can not chose what information is presented here - so mobile number email address etc etc...

I would like the option to add a user to multiple sites. we are a school society with 24 schools and have users which work on multiple schools.

Please make it possible to configure what fields should be shown in the customer user details page. For example, we do not need a Home Mobile Number or a Fax Number for our customers. It would be very useful it that fields could be hidden.

We can set Advanced Settings > Default Editor Font but not the size. We need the default size to be set so everything in Halo is always set to the same font and size (email templates, pdfs, notes,etc.) Support was unable to find a solution for this.

We like the "Mark action as Important" for pinning critical actions in a ticket. I believe Halo users need access to edit all other users' actions to be able to do this. Is it possible to separate out the access required to mark as important so that we don't have to give all users permissions full edit access on all actions? Bonus points for having a separate entry in the screenshot to mark as Important.

When a ticket is in scheduled status, do not change status of ticket to updated when client responds with a "thank you," "ok," or similar response in acknowledgement to their scheduled appointment (in the same way which closed tickets remain closed after receiving these kinds of responses).

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

We would like to send notifications from Halo to Teams chat for agents (e.g. mentions etc.) but based on the Guides and our tests Webhooks only allow sending notifications to channels, not chat TeamsBot does not have the option to receive notifications

Want to send invoices that are unsent after reviewing them? Well, get prepared to tick 250 really tiny boxes and hope none of them fail to send otherwise you'll have to do it again. You should be able to filter invoices by their creation date. Likewise, you should be able to filter the sent column and enter NULL or "" or 2 to show all tickets with more than 2 hours on them. On the client screen, I should be able to filter the next call date by entering

(this was previous logged under 0562699 as a bug) Halo often fails to recognise out of office replies, even when the correct features are enabled in halo. this leads to tickets being taken off of user hold and back to 'in progress' we need a way to add some additional phrases such as: I am away from the officeI'm away from the officeI am on annual leaveI'm on annual leaveI'm currently on annual leaverespond on my return that can also be utilised by the existing out of office detection functionality. In our situation, we'd only want those referenced if the ticket is on user hold and a response comes in. adding this as ticket rules is messy

Currently, the SLA Hold Auto-Release window suggests the next day as the suggested release date. When using a 'Schedule' / 'Create Appointment' action button on a ticket, we would like to see the SLA Hold Auto-Release automatically have the 'START' date/time of the schedule. This will limit the amount of times we have to click and use dropdown / scroll lists, and ensured no real human error when it comes to your scheduled items coming back in your Open Tickets view.

In our previous ticket system, it was very straightforward to enter the date, a start time and end time for a time entry if we are updating entries from being on site for example. It looks like currently in Halo, I can enter a time of completion but I then will have to work backwards to work out how long I took for that particular entry. If we can have the ability to manually enter the start and finish time it would make things a lot easier rather than trying to work backwards from the finish time only.

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

Currently you can only have one Closed Ticket Status. This doesn't really suit how we work as we sometimes Cancel tickets which are raised in error, where as any tickets which are brought to a successful conclusion are 'Resolved'. At the moment when we Cancel tickets, they still show in the User Portal under Open Tickets as the Status itself is classed as an Open status, not closed. We're using the only Closed status we have available as Resolved.

We currently have the chat facility accessible via the Self Service portal however most of our clients do not use this as they find it easier to contact us via email. It would be a game changer if Halo could have a desktop feature where a 'Tray Icon' can be placed on the users Task bar and when expanded, quick access to a few frequent options could be accessible. For example: 'Log a ticket', 'View my tickets', Chat to an Agent', Knowledge Articles' etc. With end user experience in mind, it would be great for users to engage directly with our team rather than the tradtional email process. This would boost turnaround times as well as customer satisfaction. Attached is an example of another MSP software platform where there desktop tray icon is available.