Feature Ideas

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

imagine that when receiving a call in Microsoft teams through teams calling, Copilot transcribed the entire conversation and put a summary of the conversation in your ticket. AI could set all ticket parameters, and you only need to check if everything's correct and press save... This would greatly improve ticket documentation and background information on issues that now gets lost in the manual process.

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.

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.

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 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 documentation for HaloPSA is nearly unanimously the biggest gripe everyone has with the product, and better documentation has been promised for ages. Let the community help take some of the burden off the Halo team. I'm thinking something that uses tech like Git to version-control, PR, and allow for an easy review process. Markdown support would help us make it readable. And something with the ability to link other pages or issues. CakePHP has some of the best documentation of any project we've ever used. I think it's autogenerated by SphinxDocs reading the Github Repo This would be a HUGE help to the platform as so many of us see things in Halo and have no idea what they do. Letting customers and fans drive documentation and having it be in a controlled environment will ensure that documentation is customer-driven, accurate, and relevant.

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.

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.

We really need clients to be able to select options in quotes. i.e if we give them the option of Laptop A and Laptop B, and additional options for 3 or 5 year warranty, we need them to be able to select the options they want before accepting the quote in the portal

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

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

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.

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.