Feature Ideas

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

Markdown is an established standard, and should be easier to use than the typical WYSIWYG editors. Make this an option. Also, make it the default by means of a toggle in settings somewhere. I want to be able to go into any action where I am required to type info, and just use markdown. Particularly, include codeblocks. As an MVP, no syntax highlighting required. As an iteration, include syntax for bash, cmd, powershell, yaml, json, HTML. Those should cover most needs. I post snippets of code a LOT.

Ability to control what is visible on the front pages of these areas - similar to column views on tickets. currently you can not chose what information is presented here - so mobile number email address etc etc...

Want to send invoices that are unsent after reviewing them? Well, get prepared to tick 250 really tiny boxes and hope none of them fail to send otherwise you'll have to do it again. You should be able to filter invoices by their creation date. Likewise, you should be able to filter the sent column and enter NULL or "" or 2 to show all tickets with more than 2 hours on them. On the client screen, I should be able to filter the next call date by entering

We like the "Mark action as Important" for pinning critical actions in a ticket. I believe Halo users need access to edit all other users' actions to be able to do this. Is it possible to separate out the access required to mark as important so that we don't have to give all users permissions full edit access on all actions? Bonus points for having a separate entry in the screenshot to mark as Important.

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.

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

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.

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

Please make it possible to configure what fields should be shown in the customer user details page. For example, we do not need a Home Mobile Number or a Fax Number for our customers. It would be very useful it that fields could be hidden.

We talk to vendors from out HaloPSA instance, including when we contact HaloPSA support. That means when we email anyone, the 3rd party will answer back automatically that a ticket has been created and changes the ticket from "with vendor" status to "in progress" as we got the automated reply. I would like to configure an email rule that detects a specific email body text, or subject line, and not change the status when that matches.

It would be good to be able to edit canned text that I've created for my own use. Being able to delete my own items that I no longer need would also be good.

We have a lot of canned text groups and it would be nice to set a default group, or to have "favorites" as a default.

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 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.