Feature Ideas

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.

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.

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.

Could you please build a Microsoft Copilot Connector that allows interaction with all the data in Halo?

There are some times where you have a complex multi company structure, but have some admin people that work cross company. Top levels (Thanks Rhys @ Halo!) work great to some degree, but, other parts (reports for example) are only for the company that the user belongs to. It would be great if we could associate a person with multiple companies and give them the option to "switch" companies in order to see the portal as a member of a different company

We would like to see within the ticket count also the tickets where an agent is additional so that you have a complete picture of open tickets for that agent.

Service tickets allow for assets (PC's printer, etc) to be connected to the ticket; however when creating an Opportunity ticket, there is no option to add an asset to reference what hardware is being replaced, etc

The Current MCP Server doesn't work with Claude (OAuth errors). Adding OAuth 2.0 Auth Server compatibility (see https://ideas.halopsa.com/b/wmw32n0q/feature-ideas/oauth-20-authorization-server-metadata) may resolve this... but whether it does or not, Claude integration would be very useful for those of us using it as a corporate AI solution.

When linking a Ticket to another Ticket, often there is a long list of Tickets to select from.It would be helpful a ticket was a Parent or a Child ticket, that the -P or the -C was next to the Ticket Number.

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

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.

Have the ability for customers to type their name and auto generate a signature on the quote instead of having to draw a signature using the Mouse

Some fields should contain a level of detail. We would like to be able to set a minimum number of characters for a field.

currently they are not, so any tabs visible in the self-service portal always appear as english regardless of the user language.

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.