Feature Ideas

Ticket notes & draft emails, etc. should autosave to the tickets in case of a browser refresh or crash. If you had started writing notes and then refresh the ticket page then you should have a button or option to reload what you had last typed in there instead of needing to start over. I'm a new Halo user coming over from Syncro and this is the most basic feature that Syncro has and Halo is missing. I've lost a few draft ticket notes already but I'm sure many of you have lost many more. Ideally this would work in forms outside of the service desk as well, in the knowledge base, in the self-service portals, etc. All of those rich text and really any field should be autosaving while you type so if you refresh then you can click a button to get back what you had.

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?

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

wouldn´t it be great, to have the same login for the https://support.haloservicedesk.com/portal/ and https://ideas.halopsa.com/ and to be able to create an Idea from a ticket, so that dev could not only read the idea, but also the support case which lead to the feature request?

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.

Currently when there is a gross margin added on a product and I lower the cost, the price goes down proportionally as well. I don't want our customers by default to get a lower price on something. Please make a way for the gross margin to only increase price based on cost, and not decrease price.

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.

Here's all the things that need to be included in the next iteration of Time Sheets in Halo: Time sheet periods - The ability to establish timesheet periods to tie billing, payroll, workflows, approvals to. I expect my team to update their timesheet daily with a minimum of all hours work entered onto them. I expect the team to submit them to me every week so I can review and approve them to move over to billing to be invoiced.Time Summary View - The ability to slice & dice data on a time sheet to speed up time sheet reviews for approvals. Need to see Time by Ticket, Time by Day, Time by Charge Type, Time by Agreement Type, time by billable status, time by appointment etc. There's no point in having an approvals process without being able to see what we're approving without opening each ticket one by one... I need to make sure that every time entry is compliant. Travel time is set to travel time, communications is set to no charge, notes are clean & professional, AM/PM mistakes are caught, super long time entries are caught etc.. A single tech could have 50+ time entries per day that I have to open each one - one by one - to review. multiply that by the number of techs I supervise... there goes my day.Flagging items for rejections with a reason/explanation. As a timesheet approver, I need to redirect corrections back to the agent with context so they can correct it next time.Time Sheet notifications - Notifications should have multiple variables to notify on. Right now, timesheet notifications are based on whether they meet or exceed hours logged, but I want it to be notified on hours worked. No option for that.Lock timesheets once submitted WITHOUT affecting future actions on a ticket.Ability to enter blocks of time to non-billable/non-production activities. For example: meetings, team events, internal stuff, administrative "things"... Sure I could tell the team to create a ticket for those things, but that's time consuming and too much overhead to make it work. And I refuse to enable quick time because Quick time doesn't allow me to restrict how it's used. (I have issues with folks entering quick time against clients and that's a no no...) time against clients are only for tickets & projects. So, quick time is not allowed here. I hate to say it, but this is one area ConnectWise had right. @Halo - we are MSP's - time is money, and without a method for governing and auditing that time - Halo is nothing more than an ITSM.

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

Currently, the editing of timesheet entries is hard linked with the rights to edit actions. We'd like to petition for a split in access rights for this. As part of our ISO27001 policies and requirements, we cannot allow the editing of actions. We came from Xurrent, where the time entries were a completely separate object from the actions. There, we could allow the changing of time entries after the fact, while making sure the agents could not edit the notes. In HaloPSA, in the timesheet sidebar, agents still get the UI option to drag and extend/contract time entries, but without the right to edit actions this just reverts back and doesn't save. For project engineers, not being able to edit time entries on actions results in them having to make quick time entry actions in tickets for every individual block of time they worked on a project in a day, polluting the progress feed. For our support engineers, they cannot edit the charge type if the ticket changes status from non billable to billable over the course of the ticket, or if they made a mistake in their action. This adds a lot of overhead for our SDMs to review and correct all those entries after the fact. When viewing an action, it would seem logical for me to split the rights to edit the "Action Details" tab from the rights to edit the "Time tracking" tab.

We use Netbox as our source of truth for all network and datacenter documentation (IPAM & DCIM). It has a comprehensive and well-documented REST API: https://netboxlabs.com/docs/netbox/integrations/rest-api/ A native integration between Netbox and HaloPSA would be incredibly beneficial for any organization that uses both platforms. Currently, we have to manually duplicate data between the two systems, which is time-consuming and prone to error. This integration should allow for syncing key Netbox objects (like Sites, Racks, Devices, IP Addresses, and VLANs) and, crucially, their relationships/connections, into HaloPSA as assets/configurations. This would provide our technicians with complete and accurate network infrastructure details directly within HaloPSA tickets. Syncing the device connections would be particularly valuable for handling downtime, as it would allow for much better downstream and upstream impact analysis directly within the PSA, streamlining troubleshooting and speeding up ticket resolution.

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.

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

As an MSP, we want our service catalogue to show only the services a customer or user is entitled to. Services like 3CX, Adobe or Jira should appear only for customers or users who have that software, because that's what they pay us to support. If a customer doesn't have 3CX, they shouldn't be able to request 3CX support, and a ticket shouldn't be linked to the 3CX service. Currently, a service's User Access can only be restricted by Everyone, Site, Customer, Department, Organisation, Role, Top Level or certain user fields. None of these options can use assets, software or licences, even though Halo already holds that data. The other service settings don't cover this either. The Assets tab (Associated Asset Type and Linked Assets) only links assets to service failure tickets for monitored services, Subscribers is for status updates, and Optional Services adds extras to a request. None of them control who can see or use a service. The same entitlement logic should apply when reclassifying a ticket. When an agent changes the service on an existing ticket, the available services should be filtered by the ticket user's access, just like when creating a new ticket, or at least show a warning when the selected service falls outside it. It would be great if a service's User Access could use asset, software and licence based criteria alongside the existing options. For example, a service could be shown when the customer has at least one asset of a given asset type, or when the user has an assigned asset of that type. It could also be shown when the customer or user has a specific software or licence record, including licences synced through integrations such as Microsoft CSP or Entra. The same entitlement logic should apply in the agent application. Ideally, the service selection on a ticket, including the Related Service Catalogue field, would be filtered by the ticket user's access, or at least show a warning when the selected service falls outside it. Together, these changes would mean that only services a customer or user is entitled to can be requested or linked to their tickets, which cuts down on invalid requests and incorrect service links. Catalogue visibility would stay in sync with what customers pay for without any manual upkeep. Because Halo already stores this asset and licence data, it would also keep billing, reporting and support entitlement aligned, and it would remove the need for custom scripts and API workarounds for something that feels like it should be native.