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.

Would love to see a schedule send button when emailing customers. This would be very useful for people who work outside of the normal business hours and send replies to tickets without the client thinking they are open during these times.

I know this is petty, but this is the dumbest UX in the universe. Please move these notifications somewhere else.

When logging in, please automatically put the cursor in the text box of the MFA prompt. If it matters, I'm using Firefox with uBlock Origin and password manager plugins.

Send email reminders to clients to accept or reject quotes before they expire and close.

Every view is useful and that's why you added all these views. Unpaid invoices, sites & users for a client, etc. Why can't I export them? We all agree they are very useful and concise collections of business data, but we're limited to seeing 50 rows and we can't export it. It's useful! You know it's useful! You put it in the application! Let me have the data! Thanks

We use @mentions frequently when assigning tickets, following up on tasks or asking questions internally. Having a way to Aknowledge or "Complete" an @ mention without responding would be helpful. e.g., Manager assigns ticket to agent, then leaves @mention with breakdown of task. Agent Aknowledges the @mention action inside the ticket. Manager knows agent has confirmed reciept. It would be helpful to have a signifier inside the ticket grid view- similar to flagged or starred or attachment icons - to designate tickets w/ unaknowleded @ mentions, that way agents/managers could track tickets with unaknowledged @mentions. Using status for this would be tough because those are tied to end-user and SLA requirements, not intenral coordination.

Can I raise a request to have additional options on the survey please This would stop repeat and old feedback from constantly being logged, often unnecessarily submitting feedback. Custom date "set feedback limit of x days after ticket closure"

When two-way calendar sync is enabled with Outlook calendars of agents, and the calendar item of a Halo appointment in Outlook gets moved, this also updates the appointment in Halo. That's great, but this update: Creates an entry in the ticket, which preferably should be a toggle in the first place;But the worst thing is that this entry uses the User Update action, and not a eg. a dedicated "Appointment Update" action. Because of this odd behaviour, notification flows towards the end user can get triggered without it being the intention of the engineer / planner / service manager that updated the appointment in Outlook. We have a flow that alerts all recipients on a ticket when any user replies to the ticket (is a logical flow when working together with internal IT teams), but this notification gets triggered now due to an appointment shift in the agent's Outlook calendar, causing weird superfluous notifications to all recipients in the ticket... Halo told us this is intended functionality... Our opinion differs, but anyhow - here's the feature idea :)

When editing an appointment that exists, the agent cannot be changed. Currently, you have to delete the appointment and create a new one for the new technician. This is inconvenient and sends out cancellations and new appointments.

Currently, Halo's email threading functionality (In-Reply-To / References headers) is only compatible with Microsoft/O365 mailboxes. Customers using Google Workspace, and particularly those using third-party email clients such as Front, receive every ticket update as a new email thread rather than as a reply within the existing conversation. This creates a poor customer experience - a single ticket can generate 10-15 separate email threads, making it difficult to follow the conversation and cluttering inboxes unnecessarily. Request: Extend email threading support to be compatible with Google Workspace and widely-used email clients such as Front, ensuring that outgoing ticket updates are recognised as replies within the existing thread regardless of the recipient's mail platform. Impact: Affects MSP customers and end users who use Google Workspace as their primary mail environment. Currently no viable email-based workaround exists for this combination of platforms.

It would be great to have the ability to link subscriptions to contracts, like we can with assets.

When importing devices from Intune to Halo, it is set to use the Intune ID by default. The issue is, if the Intune ID gets changed (from a device being re-imaged for example) Halo will think its a completely different device and make a duplicate entry. Giving us the option to disable the default Intune device ID matching and only use the sync field we specify (for example, Serial number) would resolve this issue, as the SN is consistently bound to the device. This change should be reflected in both the standalone Intune integration, as well as the device imports in the CSP integration.

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.

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.