Feature Ideas

We would like to be able to create a view that includes CRM tickets and service desk tickets to be viewed in one place. The idea is to create a view that can show the overall picture of work that requires action for the person responsible.

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

Introduce functionality in the ticketing system to display pop-up notes based on the custom status of associated assets. When a ticket is linked to an asset with a specific custom status (e.g., "Limited Support"), a pop-up note should automatically appear upon opening the ticket. This note would inform the technician or agent about the asset's status, eliminating the need to manually check the asset details. Benefits: Enhances efficiency by reducing the time spent checking asset statuses. Improves communication by providing immediate visibility into asset conditions. Ensures consistent awareness of asset statuses across all relevant tickets.

At the moment even if an Agent is marked as On Holiday/Sick in Halo, if a User replies back to a ticket the ticket remains with the Agent that is on holiday meaning a lot of manual intervention is needed to check and move tickets. This feature idea is to have a setting/configuration option that would allow a ticket to move to Unassigned when a User replies back to a ticket 'On Hold' or 'In Progress' where the Agent is On Holiday/Sick. I don't think there is currently another way of achieving this (e.g. via rule) - and have checked this out.

We want to be able to have multiple fields on a single step of a script. We typically start our script discovering if this is to troubleshoot an issue or if it's to add/change, then branch off from there. For example, if it's a call to troubleshoot an issue, having a text field, the impact field, and severity field on one page makes much more sense instead of having to hit next to go to the the next page of a script. Attached is an example of what I have in mind

Have a secure way of sending passwords to Customers. Via a button in Halo, where you'd type in a password, it'd generate a secure link and embed it into the body of the email - then when the user clicks on the link, they are prompted to enter the ticket number for it. Or are forced into an area of the portal to retrieve the portal. Something like the attached maybe as options

We heavily use to-do's as a way of creating checklists on common steps. However, a lot of our clients require unique custom checklists. We use IT Glue currently for this and it allows not only a to-do, but it allows that to-do to be expanded detailed steps (written in HTML). What I would like to see is the following To-dos have their own tab in tickets and not just a sidebar. To-do's can be expanded to show links or steps (See screenshot of Glue) To-dos once completed hide from the list To-do's that can be associated with a client site and be templated To-Do templates can be grouped

we use the Unifi Hardware stack for most of our networking as the controller for this is free and doesnt require a subscription. this controller uses standard Rest api to collect information. (www.ui.com) I have currently created a powershell based integration that collects all sites and hardware from the unifi controller and updates them via api in Halo. However, due to api throtteling this process is quite prone to error. It would be realy nice to have this as a proper integration. This api is Documented here: https://ubntwiki.com/products/software/unifi-controller/api

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.

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

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.

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 be nice to add clock-in/out with location tracking in mobile app for payroll purpose

We need a feature to improve how recurring invoices handle new license types coming from the CSP. Right now, the system automatically updates the license count from the CSP on the customer record, and recurring invoices use this count when they are created. However, if a new license type is added to the customer’s record, it doesn’t automatically appear on the invoice, and it has to be added manually. The new feature should allow recurring invoices to automatically include new license types from the CSP, with an option to review the changes before the invoice is finalized. This ensures accurate billing for all licenses, including new ones, while giving the user control to confirm the invoice details before sending. This approach would streamline the process, reduce manual effort, and maintain accuracy in billing.

Our team is sometimes on the move or away from their desk. Being able to pick up a chat and talk to someone via the app would be very helpful and helps us not miss a chat