Feature Ideas

It seems Halo’s Microsoft Teams “End-User Chat” integration (installed via manifest.json) still relies on the Skype legacy connector, which is outdated and not fully compatible with modern Teams functionality. Because of this, sending Teams-native emojis (from the emoji picker) or images/files will always break the chat, resulting in the following message: “The bot encountered an error. Please cancel the current conversation if necessary and try again. If the issue persists, contact support for assistance.” Current Issues • In the manifest.json configuration, supportFiles is set to false. This means the integration isn’t built to process attachments. • The Chat Profile setup includes options like “Allow file uploads,” suggesting this should work — but it doesn’t. • Since Teams automatically sends emojis and pasted images as inline image attachments, this mismatch causes consistent chat failures when users use an emoji or paste an image into the chat using keyboard shortcuts. • Users must type a “/Start a new conversation” command to begin chatting, which isn’t consistent with normal Teams behavior and feels unnatural – especially for non-native English speakers who expect to start typing in their own language as they would in any regular Teams chat. If they miss this step and type anything else, the chat replies with “I do not understand the command”, which feels confusing and off-putting in what should be a natural, conversational experience. Proposed Solution Rebuild the Teams “End-User Chat” integration using the Microsoft Bot Framework v4, which would require an Azure Bot registration. From our understanding, this would address the underlying limitations by: • Supporting Teams-native emojis and inline images properly. • Enabling reliable handling of files, images, emojis, and attachments. • Aligning Halo’s Chat Profile upload settings with actual functionality. • Allowing removal of the “/Start a new conversation” command by automatically detecting new conversations. Why This Matters • The Skype legacy connector is deprecated and not compatible with modern Teams message formats. • The Bot Framework v4 supports Teams-native emojis, attachments, adaptive cards, and conversation events. • This would add significant value for many customers, allowing end users to reach their service provider through Halo natively within Teams, where they already work every day.

When entering data on some screens, you press the Escape key to efforts to close the pop up / overlay window but instead it closes out the entire series and takes you back to the parent screen.

The "ESC" key will force close a current task at the worst times occasionally. When write a new ticket and when KB or canned text is suggested "ESC" key will close the entire action or ticket being worked. Add an option to disable the key activity or changing its functionality would be helpful for user experience.

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

When we add our ninja agent before the stock is fully received (or if there's a mistake in the serial number), we end up with two assets. This most often occurs when we install ninja/rmm on an endpoint which creates an asset, then we receive/deliver the asset from a PO afterwards, which also creates an asset. I'd like to be able to retain the purchase information from the PO'd asset and everything else from the RMM synced asset. Or, if there's ever a field merge in question, just ask which of the two should "win". I currently do this manually via the API that copies data from the RMM synced asset into the purchased asset, then deletes the RMM synced asset.

right on the tin. We have team leads on each team and would like to exclude those individual from the teams load balance. so far I have not seen any such setting for individuals per team. I have seen excluding a full team and agents of a particular status such as 'away' or 'offline'. While we could hack a way to make it work, it would be nice to see some additional load balance refinement in a centralized place and be able to exclude individuals.

This would make managing larger reports areas much simpler for the admins (as they currently see all the reports. Showing them in the same way as explorer eg: Dashboards - Group 1, Group 2, Group 3, Group 1 - Team A, Team B, Team C, Team A - Site 1, Site 2, Site 3, This would greatly simply managing multiple report groups, my current view is a little overcomplicated, it would also make assigning access much simpler, eg Role 1 has top level access to Dashboards, but role 2 can con see all Group 1 dashboard reports (Teams 1,2, & 3) and Role 3 can only see Site 3 whereas at the moment I would have to go into each area and set the permissions

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 control what is visible on the front pages of these areas - similar to column views on tickets. currently you can not chose what information is presented here - so mobile number email address etc etc...

Under ticket ID: 1010499, we will be making the following improvements to One-Time Password sending: Allowing link to be sent without the need to log into the portal to use. Log an action into the ticket when a link is generated A default for the validity period. This is currently planned for November 2025. If there are any further refinements you would like, please suggest them below before then.

💲💲💲 We have different price lists for our customer on Charge Types (Price list A, B, C, etc). Rate for example 'Remote Support' is €100 on A, €90 on B, €80 on C, etc. Same for all other Charge Types. It is a pain adding Overriding Charge Types/rates on all our customers, one by one... Would love a Charge Type Price List to easier apply Overrides in large scale! 💲💲💲

Our service team occasionally edits actions to correct spelling, add notes, or adjust time entries—such as the time billed, the date completed, or the time logged. However, if they forget to click “Recalculate” after making these changes, the updated time isn’t reflected as edited actons are not automatically recalculated currently. If someone later recalculates the ticket, the adjustment is applied retroactively. This can cause issues when a ticket spans multiple billing periods. For example: Adjustments may alter the hours recorded in a previous period. If that period’s hours have already been consumed or expired, it can result in a negative balance in the prepay records. We’d like to see a setting added to address this, with one or both of the following options: Automatic Recalculation – Automatically recalculate actions when edited, especially when changes are made on the “Time Tracking” tab. User Prompt – If a global setting isn’t feasible, prompt the user upon saving an edit to confirm whether they’d like to recalculate the ticket at that time. This would help ensure accuracy in billing and reduce the risk of negative balances due to overlooked recalculations. More info on our specific setup and use cases can be found under Halo Ticket 1064756

We have numerous requests from our customers who use the self-service portal to be able to add an email address to be cc'd when they submit a ticket. They would like to capture an email address, not specific to the business (just any email address) and for that email address to also receive a copy of the 'New Ticket Logged' notification so they are aware that a ticket has been raised. Please can this be raised in development

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