Feature Ideas

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

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

Currently, we are required to present serial numbers on invoices for some serialized items. At present, there is no variable which allows us to include the serial number of a consigned item in any way on an invoice. The goal is, when we sell something (say a laptop), we should be able to select that item from inventory, and the serial number of the item selected from inventory should appear on the customer's final invoice.

Current Functionality: When an agent is tagged in a ticket it shows up in their notification pane. When the agent clicks on this notification it takes them to the very top of the ticket. In many cases other actions/updates may have been added since the user has been able to check the notification, especially on collaborative project or estimate tickets. Why it matters: This creates a lot of time spent for the agent looking for the update that they were tagged in specifically. In larger estimates and projects this can be very time consuming. Especially for the cases where you may be tagged in multiple places in the same ticket, then you have to filter through which notification is associated with each tag. Proposed Solution: The proposed solution is to add an HTML anchor to notifications that have agents tagged. This way when they click the notification it will still open the ticket, but take them to the associated action that triggered the notification. Saving them time searching through the ticket. It likely can be accomplished by anchoring to the action div id.

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.

Ability to merge sites for a customer, in the same way as its possible to merge a customer.

It would be awesome to have integration for Keeper password manager to sync the licenses into our customers license list. This helps with the invoicing for the customer.

Its not editible in the button, but it is editable in the "Email Actions" Probably just an oversight, but it should be added so you don't have to start an action to edit the fields.

Ability to control who can delete attachments within a ticket via Role. This came out of a configuration session with a customer requesting the ability to limit agents from deleting attachments in tickets. We have options around being able or no of deleting tickets would be handy if we had one for attachments.

Have the ability to create Dashboard Only Agent for Interactive Displays Similar to API Agent.

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.

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.

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.

Our support field techs pretty much exclusively need to do three things: Track journeys. Put in resolutions/notes. Issue/consign items deployed at the customer location. Unfortunately, number three is completely impossible. Not all of our techs have blazing fast, brand new smartphones, and the web app is very bloated and slow on mobile, which makes it very frustrating to use. We'd love to see item issuing and consignment built in to the app.

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.