Feature Ideas

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

Current state The Self Service portal currently supports CSS overrides via the configuration settings. While this is useful for basic brand alignment (colors, fonts), it is limited to style adjustments on top of the existing portal structure. The underlying HTML cannot be modified, which means the layout, component hierarchy, and DOM structure are fixed. Requested improvement We would like the ability to fully customize the Self Service portal at the HTML level — either by editing the underlying templates directly, or by providing a way to inject custom HTML blocks alongside the existing CSS override functionality. Ideally, this would allow us to rebuild the portal layout entirely from scratch while still leveraging HaloPSA data (logged-in user context, ticket lists, asset data, etc.) through available template variables or data bindings. Specific capabilities requested Edit or replace portal HTML templates directly, not just overlay CSS on top of the existing structureControl over the layout structure, header, navigation, content areas, footer. Without depending on the default component hierarchyAccess to Halo template variables in custom HTML (e.g. current user name, company, ticket count) to enable dynamic, data-driven layouts Business case MSPs operate across multiple customers with different branding requirements. As it stands, all customers share the same portal structure, only colors and fonts can be differentiated. Full HTML/CSS control would allow us to deliver a genuinely white-labeled experience per customer, improving portal adoption and customer satisfaction. It would also allow the portal to be redesigned to match modern UX standards rather than being constrained by the default layout.

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.

I wish it was possible to allow multiple main templates to be set to create at the ticket type level and for it to populate the newly created ticket with the child AND grandchild tickets. Use of multiple main templates to populate the ticket with the child and grandchild tickets would allow better organization of information. The type of Service Delivery projects that I track in Halo would be simplified if this feature existed. It makes things more complicated to have actions, rules, or to-do lists tied to triggering the next templates to populate. Some cases, that works well! For others, it complicates things and I hope Halo considers allowing us the option to add multiple children and their children (aka grandchildren) to the ticket type creation controls.

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.

When a note is marked as important and pinned to the top of a ticket, it is still quite easy to miss. At the moment, the only thing that really shows it is pinned is the small pin icon, which does not stand out much when an agent is reviewing the ticket. Could we add a way to make pinned notes more noticeable? For example, pinned notes could have a different background colour. This would make it much easier for agents to spot important information straight away, instead of relying on them noticing the small icon.

Instead of having to manually put an internal note to "take something off hold on X date" or create some series of reminders in my email or calendar client, it would be nice if tickets could have a Workflow action that would set them to a specific Status for a specific period of time, at which point it would return to the original Status (or a designated return-to Status)

Some clients have multiple sites, and each site may normally receive its own invoices. However, there are situations where a different site needs to be responsible for paying a specific invoice. It would be helpful to have the ability to select or override the billing site at the invoice level. This would allow a one-off invoice to be assigned to a different site without changing the client’s normal billing setup or site-level invoice configuration.

We would really like an option to restrict the "New Ticket" button in any area to only allow the creation of ticket types which are in that area, based on the area config.

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.

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.

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

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.

It would be really useful to add a customers account manager to the self service portal. If this was implemented it would also help me as I use the Halo SSP and if I could see my account manager I could look there rather than me needing to ring up and ask. It's something I see on other portals I work with and it might be nice to have! See image attached.

Visible fields on User record to determine what users have access to the self service portal, and last time they logged in. Currently only visible via a custom report.