Feature Ideas

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.

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

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.

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 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

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

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

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

Currently, the ticket general settings allow you to either show all user phone numbers or only show the preferred phone number. The option to show all phone numbers should still have some kind of indicator of what the preferred phone number is even if it does show all of the other numbers.

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

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.

It would be nice if we could be able to see to-do lists from the mobile app. We have technicians in the field and they have to bring up the web version to see a to-do list, which is very inconvenient when you are trying to do it from a phone.

Having an option for a Sales Manager to review quotes prior to sending to a client would be helpful in training a new Sales Agent!