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'.

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.

When a contract's included hours are nearing, or have been, fully consumed, it would be useful to have a notification for the relevant agents to ensure they are aware of the state of hours. Right now, there doesn't appear to be any notification triggers tied to contract included hour consumption status. Adding one or more would provide a way of giving agents additional heads-ups and ensuring business processes for included hour management are followed. Ideally, the notification trigger(s) could be configured with a specific consumption percentage, or have several triggers for preset consumption percentages (e.g., Included Hour consumption is at 50%, 75%, 80%, 100%, >100%, etc.).

The ability to merge or link tickets based on permission via agent roles would be better than the current global setting.

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

It would be great if we could control the visibility of agent email updates based on the ticket type. Specifically, having an option within the ticket type settings to hide agent updates sent via email from being visible to the end user—similar to how the "Forward Agent Updates via Email to End-Users" feature works. This would provide more flexibility in managing communication depending on the nature of the ticket.

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.

When viewing a ticket, is it possible that a filter can appear next to All Actions section for "My Entries" please? Or a specific person?