Feature Ideas

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

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.

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

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

Hudu has this feature so it must be possible to achieve. If Client's website is mentioned under client, it should reach out to the website, get the logo and add it to the client in Halo.

For us, being new to HaloPSA, one of the things that frustrated us the most was the lack of good documentation when it comes to integrating with the system. It would be nice if this could be improved a ton, as we now have to try and reverse engineer how the system is set up to do.

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.

When “Allow the choice of ticket on the quick time screen to log against” is enabled, the “Log as Work Time” option disappears from the timer. We need both options available together so agents can: Log internal work time, such as meetings, training and administration. Log time against an existing customer or project ticket directly in there timesheets.

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.

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

Would be great if we could alert on M365 service health - https://learn.microsoft.com/en-us/graph/api/resources/service-communications-api-overview?view=graph-rest-1.0&preserve-view=true

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.

Mass Edit is deployed in a few modules only and does not allow to edit all field (including values from connected module). This functionality is necessary to all modules, especially to Tickets, Customers/Sites/Users, Assets, Knowledge Base, Agreements, Suppliers, Products, Offers, Orders, Invoices. Batch edit by CSV is not sufficient.

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

Selecting multiple tickets currently, clicking edit provides a list of single-functions. There should be an option to Edit bulk where multiple items can be changed from one screen like ticket type, category, priority, status, including an option to add a Public or private note