Feature Ideas

Send email reminders to clients to accept or reject quotes before they expire and close.

Would love to see a schedule send button when emailing customers. This would be very useful for people who work outside of the normal business hours and send replies to tickets without the client thinking they are open during these times.

I know this is petty, but this is the dumbest UX in the universe. Please move these notifications somewhere else.

Ticket notes & draft emails, etc. should autosave to the tickets in case of a browser refresh or crash. If you had started writing notes and then refresh the ticket page then you should have a button or option to reload what you had last typed in there instead of needing to start over. I'm a new Halo user coming over from Syncro and this is the most basic feature that Syncro has and Halo is missing. I've lost a few draft ticket notes already but I'm sure many of you have lost many more. Ideally this would work in forms outside of the service desk as well, in the knowledge base, in the self-service portals, etc. All of those rich text and really any field should be autosaving while you type so if you refresh then you can click a button to get back what you had.

We use @mentions frequently when assigning tickets, following up on tasks or asking questions internally. Having a way to Aknowledge or "Complete" an @ mention without responding would be helpful. e.g., Manager assigns ticket to agent, then leaves @mention with breakdown of task. Agent Aknowledges the @mention action inside the ticket. Manager knows agent has confirmed reciept. It would be helpful to have a signifier inside the ticket grid view- similar to flagged or starred or attachment icons - to designate tickets w/ unaknowleded @ mentions, that way agents/managers could track tickets with unaknowledged @mentions. Using status for this would be tough because those are tied to end-user and SLA requirements, not intenral coordination.

It would be very helpful to differentiate tickets that are closed via the merge action via the ticket status. I.e. tickets closed via merged should reflect "merged" as a status whilst still taking all the same action towards the SLAs for reporting that the current close action is taking. This would give far greater flexibility and insight whilst reporting.

We currently use Outlook rules where it can add a two minute delay to sending. This helps if, in the unlikely event, an officer has sent an email to the wrong place. Please can something similar be added to HALOITSM if possible when sending an email?

We would like to request the ability to have a permission to hide private notes in tickets from an agent or user account. It should be a agent or user permission to "allow viewing of private notes" We use private notes for our internal communication, we wish to keep them private from clients who are requesting access to our Halo via web & API. Thank you!

It would be great to have the ability to link subscriptions to contracts, like we can with assets.

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.

Would be great if we could alert on M365 service health - https://learn.microsoft.com/en-us/graph/api/resources/service-communications-api-overview?view=graph-rest-1.0&preserve-view=true

It would be really useful to be able to write an email in Outlook and pick the correct ticket number from a list or search, add time in and then send to Halo through the normal copy in the mail delivery email address as usual. The reason this works much better is: a) People don't ignore direct emails from people in the same way as they ignore automated emails from a PSA system b) The formatting used is much better and doesnt break as with the current output from Halo(and you can paste in other items without the formatting getting screwed too) You could use the same mechanism to book in ticket updates, appointments from tickets and tasks/notes from tickets to work from.

Currently only administrators have access to create scheduled tickets. Being able to grant ad-hoc access to agents to create scheduled tickets for their customer's might be useful. For example: A customer account manager could create scheduled tickets for the customers they manage.

When merging ticket A into ticket B, ticket A is set to closed which is great... but it is usually still stick floating around some random workflow stage. It would be great to have the option to automatically end the workflow for merged tickets. Thanks