Feature Ideas

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

Add an optional email field on the level of an individual contract or a single recurring invoice. If this field is populated, only this specific recurring invoice will be sent to the defined email address. If the field is left empty, the system continues to use the customer’s default billing email address.

We would like the ability to send reminder notifications to both agents and users when an appointment is scheduled on a ticket. Ideally, this reminder would be sent 30 minutes before the appointment start time. At present, there is no event trigger or notification setting that supports sending a reminder ahead of an upcoming appointment. As a result, scheduled appointments are occasionally being missed by our engineers, or forgotten by users who created them, simply because there is no prompt or reminder in place. Introducing an automated appointment reminder would help improve attendance, reduce missed appointments, and create a more reliable experience for both our team and our users.

There is no native way of searching inside a ticket. If there aren't a lot of actions, you can certainly use the search functionality of the browser, but with the lazy loading module if you have more actions, it won't search past the already loaded actions. Having a seach/filter text input field around the place of the icon I placed on the screenshot would be great.

This site works great if you have a large screen, but when working from my laptop, i waste a lot of time because of the frames. I have to go to the bottom to scroll over so i can see more, and then back up to what I am working on.

Currently you can restrict agents access to clients(customers) through roles and permissions, whereby you specify the clients the agents need to have access to. Example if you have 1000 customers and you want to restrict agents not to have access to certain customers you need to add the clients one for one for the ones the agents need access to. This is not viable, also if you add a new customer you need to update the role and permissions also. It should rather have an exclusion (exceptions list). I would appreciate if this can have high priority.

Currently you can only have one Closed Ticket Status. This doesn't really suit how we work as we sometimes Cancel tickets which are raised in error, where as any tickets which are brought to a successful conclusion are 'Resolved'. At the moment when we Cancel tickets, they still show in the User Portal under Open Tickets as the Status itself is classed as an Open status, not closed. We're using the only Closed status we have available as Resolved.

Sometimes a ticket can relate to multiple knowledge base articles. It woule be very beneficial to be able to link multiple KB articles to a single ticket.

It would be really useful to be able to write an email in Outlook and pick the correct ticket number from a list or search, add time in and then send to Halo through the normal copy in the mail delivery email address as usual. The reason this works much better is: a) People don't ignore direct emails from people in the same way as they ignore automated emails from a PSA system b) The formatting used is much better and doesnt break as with the current output from Halo(and you can paste in other items without the formatting getting screwed too) You could use the same mechanism to book in ticket updates, appointments from tickets and tasks/notes from tickets to work from.

Would like to see a list of all "Activates/Appointments/Tasks" that have been created. Right now you can open up a single request and then check what kind of Activities have been created.Also right now you can only see the next activity date from the Tickets view. So improvements, then I want to see: Activities are listed in a separate view where you can filter them out. Report is not a solution, because you cannot mark them completed from a report.Activities should have Quick Button to complete themAlso, Tasks should be synced to Exchange calendar. Right now if agent only checks the Exchange calendar, then they can miss those Tasks. Example image of my idea is below. Also, an image about our current CRM is listed below of how we would like this list to look like and we see that it's easy to use. Also it could be an improvement if current To-Do list would get separate tab with more functionality: Week viewMonth viewButton to easily complete one activityCustom colours for activity statusesPossibility for a manager to check team member activities

Currently my team opens up Mutiple tab's when viewing tickets, they are manually pausing the clock between tabs'.

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.

Can we please get a seperation in this configuration setting located at config/tickets/settings -> "Complete Appointments, Tasks and To-ddo Items when the ticket is closed We believe that this should be allowed to configure to-do items seperately from Appointments and Tasks. Our organization uses To-Do items as a to-do list for our technicians to ensure they complete an order of operations and the system auto-completing them would be detrimental while we want to allow the system to be able to complete appointments automatically so long as the appointment date is in the past..

At /variables we got a lot of variables, would be nice to add some variables like: $CURRENTWEEKNUMBER $TODAY $NEXTWEEK things like that, so when we create a weekly scheduled ticket, it can have the weeknumber in the summary when created for example.

Right now, we have new leads come in via website queries. This is an email that comes into a mailbox mapped in Halo. This will create a user under the unknown company and create the Opportunity. The issue is this is not an "Account" so the user cannot be converted. Support has advised this is not currently possible, but it would make sense to have a way of creating prospects and accounts like you can when you create an opportunity manually.