Feature Ideas

Why is the auto generated ticket type limited to 20 assets per day? We have customers that can have 100+ assets at one job site and this creates a backlog of preventative maintenance tickets that won't catch up on overnight auto generation. Why can't this number be raised to something more realistic? In the event it is backed up, why does it require admin rights to run the auto generation? This needs to be made available to the technician level so anyone can keep the list running so there's no ticket backup.

When editing an appointment that exists, the agent cannot be changed. Currently, you have to delete the appointment and create a new one for the new technician. This is inconvenient and sends out cancellations and new appointments.

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

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.

The automated tickets feature creates discrete tickets for each asset that has an expiring warranty. For some clients who have purchased a large tranche of equipment during a major refresh, the warranty expiration dates can align in such a way that dozens of tickets may get generated at the same time, for the same client. It would be preferable for all these assets to get linked to a single ticket for the client rather than spawning separate tickets. The workflow involves creating an automated opportunity ticket for quoting, but Halo agents would not quote the renewal for each and every laptop, wireless access point, etc. separately when there are dozens of them. It would all go on one quote since they expire at the same time, so automated tickets need to be more intelligent.

In the settings screen it is currently only possible to search settings for a /section/ (i.e. 'integrator'). Given the vast complexity of the HALO product and the fact that a great number of settings that might be considered related are not actually grouped together, the organic way in which settings are added, and the typically very lacking documentation, please make it possible to search the actual setting 'labels' and descriptions. i.e. I should be able to search for "new user" and at least be able to click through to the exact location of, if not see the current state of, all the setting options with the string "new user" in their title or in-line help text

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.

Here's all the things that need to be included in the next iteration of Time Sheets in Halo: Time sheet periods - The ability to establish timesheet periods to tie billing, payroll, workflows, approvals to. I expect my team to update their timesheet daily with a minimum of all hours work entered onto them. I expect the team to submit them to me every week so I can review and approve them to move over to billing to be invoiced.Time Summary View - The ability to slice & dice data on a time sheet to speed up time sheet reviews for approvals. Need to see Time by Ticket, Time by Day, Time by Charge Type, Time by Agreement Type, time by billable status, time by appointment etc. There's no point in having an approvals process without being able to see what we're approving without opening each ticket one by one... I need to make sure that every time entry is compliant. Travel time is set to travel time, communications is set to no charge, notes are clean & professional, AM/PM mistakes are caught, super long time entries are caught etc.. A single tech could have 50+ time entries per day that I have to open each one - one by one - to review. multiply that by the number of techs I supervise... there goes my day.Flagging items for rejections with a reason/explanation. As a timesheet approver, I need to redirect corrections back to the agent with context so they can correct it next time.Time Sheet notifications - Notifications should have multiple variables to notify on. Right now, timesheet notifications are based on whether they meet or exceed hours logged, but I want it to be notified on hours worked. No option for that.Lock timesheets once submitted WITHOUT affecting future actions on a ticket.Ability to enter blocks of time to non-billable/non-production activities. For example: meetings, team events, internal stuff, administrative "things"... Sure I could tell the team to create a ticket for those things, but that's time consuming and too much overhead to make it work. And I refuse to enable quick time because Quick time doesn't allow me to restrict how it's used. (I have issues with folks entering quick time against clients and that's a no no...) time against clients are only for tickets & projects. So, quick time is not allowed here. I hate to say it, but this is one area ConnectWise had right. @Halo - we are MSP's - time is money, and without a method for governing and auditing that time - Halo is nothing more than an ITSM.

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.

Send email reminders to clients to accept or reject quotes before they expire and close.

We would like to be able to add additional information to Agents Qualifications. Such as Skill level or administrator of the tool.

When “Allow the choice of ticket on the quick time screen to log against” is enabled, the “Log as Work Time” option disappears from the timer. We need both options available together so agents can: Log internal work time, such as meetings, training and administration. Log time against an existing customer or project ticket directly in there timesheets.

When using the System Use “Link to an Existing Ticket” on an Action (for example, a “Link to Existing Problem” action), the ticket search pop-up lists tickets of every type. The modal provides no filtering options for the user, and cannot realistically be used to 'Link to an Existing Problem' without the Agent knowing the problem already exists, it's ID number or Ticket Title. For this to actually be useful, the list needs to be filtered to show Open Problem tickets only. Please add filter options to 'Link to an Existing Ticket' so an admin can: Filter by Ticket Type, for example Problem only.Filter by Status, with the choice of Open only or Open and Closed.Choose how the filter behaves: either pre-filter (a default the agent can change) or lock-filter (the agent cannot change it). This prevents agents from linking a ticket to the wrong ticket type, such as an Incident or Request instead of a Problem. It makes the search faster and easier to use, especially in instances with large ticket volumes. It makes custom actions like “Link to Existing Problem” behave as their names imply.

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.

The documentation for HaloPSA is nearly unanimously the biggest gripe everyone has with the product, and better documentation has been promised for ages. Let the community help take some of the burden off the Halo team. I'm thinking something that uses tech like Git to version-control, PR, and allow for an easy review process. Markdown support would help us make it readable. And something with the ability to link other pages or issues. CakePHP has some of the best documentation of any project we've ever used. I think it's autogenerated by SphinxDocs reading the Github Repo This would be a HUGE help to the platform as so many of us see things in Halo and have no idea what they do. Letting customers and fans drive documentation and having it be in a controlled environment will ensure that documentation is customer-driven, accurate, and relevant.