Feature Ideas

Instead of having to create multiple teams for escalations and permissions. It would be good to have a team, and people are assigned a level within that team. This level would determine permissions, ticket assigning and escalations. So, if a ticket comes in, you can specify assign to the blue team round robin to level 1's,2's or all. When escalating you can then escalate to next level, or a different team. Would mean far less teams are created.

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

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).

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.

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.

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

Currently only administrators have access to create scheduled tickets. Being able to grant ad-hoc access to agents to create scheduled tickets for their customer's might be useful. For example: A customer account manager could create scheduled tickets for the customers they manage.

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 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

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.

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.

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...

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.

Almost all users signing in through SSO will be required to use MFA. To then add another MFA requirement is adding friction for almost no additional security. Agents have a setting to "Bypass Halo 2FA if logging in with Single Sign-On", why not end users too?

(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