Feature Ideas

We would like to be able to create a view that includes CRM tickets and service desk tickets to be viewed in one place. The idea is to create a view that can show the overall picture of work that requires action for the person responsible.

Would be nice if we could sort Charge Types by sequence number. For now i think the sort order is based on when added to Halo. We're using different kinds of Charge types and it would be nice if we could sort them as we want.

We want to be able to have multiple fields on a single step of a script. We typically start our script discovering if this is to troubleshoot an issue or if it's to add/change, then branch off from there. For example, if it's a call to troubleshoot an issue, having a text field, the impact field, and severity field on one page makes much more sense instead of having to hit next to go to the the next page of a script. Attached is an example of what I have in mind

Just like using the @ in a ticket will bring up the ability to reference a user I would like to see similar ability to reference another ticket ie.. @ticket# or something like this which will make it a hyper link.

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 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.

At the moment even if an Agent is marked as On Holiday/Sick in Halo, if a User replies back to a ticket the ticket remains with the Agent that is on holiday meaning a lot of manual intervention is needed to check and move tickets. This feature idea is to have a setting/configuration option that would allow a ticket to move to Unassigned when a User replies back to a ticket 'On Hold' or 'In Progress' where the Agent is On Holiday/Sick. I don't think there is currently another way of achieving this (e.g. via rule) - and have checked this out.

It would be very helpful to differentiate tickets that are closed via the merge action via the ticket status. I.e. tickets closed via merged should reflect "merged" as a status whilst still taking all the same action towards the SLAs for reporting that the current close action is taking. This would give far greater flexibility and insight whilst reporting.

Have a secure way of sending passwords to Customers. Via a button in Halo, where you'd type in a password, it'd generate a secure link and embed it into the body of the email - then when the user clicks on the link, they are prompted to enter the ticket number for it. Or are forced into an area of the portal to retrieve the portal. Something like the attached maybe as options

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

Would be extremely handy to have integration with SentinelOne Much the same way ingram works, so it can be used as a sub count against recurring invoices. Would love the ability to map manually like the Ingram connector also SentinelOne is one of the biggest security providers in the world Surely a lot of people could benefit

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.

We are beginning to enter policy and procedure documents into the KB (in addition to technical articles) Ideally, we would want to publish our "policy manual" for external auditors, this would be about a dozen articles. It would be convenient be able to print by tag, type, or best ever would be to multiple select with checkboxes and then print the bulk to PDF. Thanks!

We used to use Autotask and they had an Outlook integration to allow me to synchronize my contacts. I am told that HaloPSA doesn't have this currently which is forcing me to keep track of infomation in Halo and my cell phone. It would be great if you could develop a feature that would work with your current Microsoft 365 integrations that would allow us to sync "users" to Outlook which will in turn sync to our other devices making it easier for everyone to track client contact information. I have provided a URL of the Autotask feature: https://ww1.autotask.net/help/Content/4_Admin/5ExtensionsIntegrations/MicrosoftExtensions/Outlook/ContactIntegration.htm

Today we use TimeZest for agent booking with ConnectWise as we plan to move to Halo. Halo's own resource booking feature looks like a solid replacement, but we cannot create more granular shifts for teams or agents. Sometimes, we know an agent works from 9-5 M-F, but we only want monday morning, tuesday afternoon, all day wednesday, no time thursday, and all day friday "exposed" to this booking module. Being able to create a more granular schedule at the agent level would be great. Today, I can do this for something like door access in our alarm system (see photo). Halo looks awesome, and we're excited to embrace it, hoping this gets some attention and upvotes, as it would be very powerful. Icing on the cake: Alex WORKS from 9-5 (so dispatchers can see the actual shaded area of his calendar) but we expose THESE specific hours to the resource booking module (different color shading), so dispatchers know not to just drop tickets in this other area that we're "keeping open" to the public.