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.

First, the new “Report Guide” is awesome! However, I was very disappointed to see that it doesn’t show up in the user portal. We have a # of custom reports to show asset lifecycles, and licenses, etc - we need to be able to add some explanatory language to the top of the report and some links (or example, a link to our stabdard workstation replacement quote, a link to a KB, or a link to book a call with an AM). LOTS of reasons you may want to add some detail to the top of a report. Presently, we have to resort to a composite report for this, but this is super ugly and resuls in the widget on the home page not linking to the composite report. PLEASE - just let the report guide show for end users. This would solve the problem.

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.

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

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.

Would like the ability to map asset types in Ninja to asset types in Halo. For example, in Halo all our current assets and items are filtered where asset type is called workstation or server. However, Ninja brings servers across as Windows_Server. This means we have to go and update all our reports as well as all our items where the quanity is mapped to device name is server.

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

When adding notes to a ticket via the mobile app it would be useful to be able to add photos using the device camera. Currently adding from teh library is available but to be able to take live photos as you are working and adding notes would be much more efficient.

The "Events" in Halo do not include many possibilities, for example if feedback is left on a ticket. Adding more "events" will open more possibilities for custom integrations.

Currently, when customers go to "My Projects" in the portal, they are shown a long list of project tasks, which quickly becomes overwhelming – especially for those with many active projects. Some of our clients have up to 30 ongoing projects at once. We would really appreciate a more structured project dashboard in the portal. Ideally, it should give a high-level overview of all active projects with key stats (e.g. status, % complete, due dates). When selecting a specific project, customers should be able to: View the full project timeline with a Gantt chart or structured task list Read and post comments related to the project in the same view Get a clearer picture of the project's current progress, delays, or risks This would significantly improve the portal experience for project-heavy customers and reduce the need to request updates through other channels.

When looking at Invoices it's impossible to tell the difference between multiple sites. All invoices have the customer name on the Invoices list but there is no indication for which site they are for. In instances where you have multiple sites with multiple invoices it would be helpful to add a column to indicate which site the invoice is associated with.

It would be incredibly helpful if we could set the Quote Templates to inactive instead of deleting them so they do not show up in lists. We have a handful of old ones that we occasionally reference the HTML on and would prefer not to lose, but the make the list very ugly when selecting the right template on a quote. I considered exporting as JSON and storing somewhere but since they are linked to a bunch of previous quotes, and I can't delete the template without changing it on every quote, this would be tedious. I would also have to remember where those JSON files are in 6 months when I forget how to change something (I am not a dev). Having the ability to just mark these are inactive or 'Do not show in lists' would be ideal.

Add Trigger option for Ticket Merged/Deleted

For the purpose of supplier management (thinking ISO 9001 & supplier evaluation/maintenance), I think there is value in being able to raise tickets against supplier contacts. Similar functionality to tickets against clients - control over actions, workflow, runbooks etc.

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