Feature Ideas

Just like using the @ in a ticket will bring up the ability to reference a user I would like to see similar ability to reference another ticket ie.. @ticket# or something like this which will make it a hyper link.

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

wouldn´t it be great, to have the same login for the https://support.haloservicedesk.com/portal/ and https://ideas.halopsa.com/ and to be able to create an Idea from a ticket, so that dev could not only read the idea, but also the support case which lead to the feature request?

The current 'Unassigned' setting for closing tickets is quite restrictive. It only offers a simple 'ON/OFF' option to determine if a ticket should be assigned before closing. Is it possible to enhance this feature by allowing the addition of conditional rules? For instance, requiring tickets to be assigned before closure only if the TICKET TYPE does not involve 'Alert'.

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

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.

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.

Every view is useful and that's why you added all these views. Unpaid invoices, sites & users for a client, etc. Why can't I export them? We all agree they are very useful and concise collections of business data, but we're limited to seeing 50 rows and we can't export it. It's useful! You know it's useful! You put it in the application! Let me have the data! Thanks

It would be good if the "Holiday" event types synced to Exchange calendars with Microsoft 365. As it stands the "Appointment" event type synchronises to calendars, but holidays do not.

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.

It would be nice to have the "IFrame" tab option of "Customer" also for more entities, like "User", "Site", "Product".

I'd like the ability to put logos/images in email templates with a variable that pulls the image based on the client. Clients could then receive emails with their own logo instead of ours without having to duplicate everything multiple times.

Would like to see Gantt Charts in the portal Configuration option of seeing milestones like you can in the agent portal It gives a high level overview of a project which is what customers like to see. The Project > Task link is messy for a stakeholder to view.

We are starting to experience areas being slow to load due to the number of views that have ticket counts enabled. Can I suggest that the list views are loaded without counts (near instant, not blocking the UI), then for the counts to be loaded asynchronously after. This would make navigating between areas much faster.

When entering a time entry using the clock feature at the top right of the screen, the charge type is defaulted to No Charge. The ability for this to change to the ticket ID default charge type, when the ticket ID is selected, would allow for better automation, clearer and better recording of time that means you do not need to go back and amend charge types. For Example, a Service Ticket will have a Standard Rate default charge type. but it you know that ticket ID for the works your carrying out and use the Quick Time clock entry, it will save your time entry as no charge. So once the ticket ID is input, it would be great that it picked up the default charge type and changed it.