Feature Ideas

In the settings screen it is currently only possible to search settings for a /section/ (i.e. 'integrator'). Given the vast complexity of the HALO product and the fact that a great number of settings that might be considered related are not actually grouped together, the organic way in which settings are added, and the typically very lacking documentation, please make it possible to search the actual setting 'labels' and descriptions. i.e. I should be able to search for "new user" and at least be able to click through to the exact location of, if not see the current state of, all the setting options with the string "new user" in their title or in-line help text

We would like the ability to send reminder notifications to both agents and users when an appointment is scheduled on a ticket. Ideally, this reminder would be sent 30 minutes before the appointment start time. At present, there is no event trigger or notification setting that supports sending a reminder ahead of an upcoming appointment. As a result, scheduled appointments are occasionally being missed by our engineers, or forgotten by users who created them, simply because there is no prompt or reminder in place. Introducing an automated appointment reminder would help improve attendance, reduce missed appointments, and create a more reliable experience for both our team and our users.

Can we please get a seperation in this configuration setting located at config/tickets/settings -> "Complete Appointments, Tasks and To-ddo Items when the ticket is closed We believe that this should be allowed to configure to-do items seperately from Appointments and Tasks. Our organization uses To-Do items as a to-do list for our technicians to ensure they complete an order of operations and the system auto-completing them would be detrimental while we want to allow the system to be able to complete appointments automatically so long as the appointment date is in the past..

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

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.

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

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.

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

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

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

I would like the option to add a user to multiple sites. we are a school society with 24 schools and have users which work on multiple schools.

Ability to have assets pushed up to the supplier from a customer ITSM instance when logging a fault with them. As well as the ability for the vendor to push / sync all assets that they support and have logged for that customer (Using HALO) down into their Halo instance.

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

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.

Email alerts are noisy and out of hours they are simply not seen or when human error applies we fail. When a Notification is not attended to over a period of time, its becomes more important and the Escalation process should kick in (not by repeating the same method but rather by changing it) so we introduce two levels of Advanced Notification / Escalation System Noise Microsoft Teams phone call This way we can get the right level of attention to a situation BEFORE its too late