Feature Ideas

It would be good to assign To-Do's/Tasks to other agents from within a client support ticket. This could be ad-hoc or templated.

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 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.

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

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

Have the ability to send overdue invoice reminders to customers based on a specified timeframe.

Since Microsoft no longer requires a DAP relationship to use GDAP, can we remove the requirement you can see details on how to do this here https://vdwegen.app/posts/tenant-not-found/

Can we look at adding Charge Rate overrides for Top Level? This would help dramatically with MSPs mergers, residential vs business, managed vs non-managed, etc.

We are adopting the "New Call" button for live-answer helpdesk and would like to drive our ticket creation/resolution from here as much as possible. It is limiting that we can only configure one ticket type in the settings for this page. It'd be nice to drive ticket type from either a Call Script question or have the ability for the agent to change it somewhere on the screen during/after the call.

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

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.

Would like to see an integration with Huntress. Amazing product and being able to receive tickets directly would be very useful.

We are seeing increasingly customer mail filters clicking on customer feedback links. This has meant the CSAT statistics are unreliable as the mail filters are clicking on all the smileys Some sort of 2nd click confirmation or disambiguation when multiple feedbacks are left in quick succession would be good

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?

Currently the problem finder (I think that's what it's called) option only seems to use tickets and KB's in Halo, it would be good if this could also query the global KB's and client KB's in Hudu