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 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?

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.

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Teams “End-User Chat” integration (installed via manifest.json) still relies on the Skype legacy connector, which is outdated and not fully compatible with modern Teams functionality.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.

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

It would be really useful to add a customers account manager to the self service portal. If this was implemented it would also help me as I use the Halo SSP and if I could see my account manager I could look there rather than me needing to ring up and ask. It's something I see on other portals I work with and it might be nice to have! See image attached.

Since a recent update we can open tabs within Halo, great! It would be nice to be able to move the order of the tabs.

We like the "Mark action as Important" for pinning critical actions in a ticket. I believe Halo users need access to edit all other users' actions to be able to do this. Is it possible to separate out the access required to mark as important so that we don't have to give all users permissions full edit access on all actions? Bonus points for having a separate entry in the screenshot to mark as Important.

Please add a feature where you can select keep sales orders under the client name but select a different billing Company. Example Client A wants invoice raised to their Finance Company Example Client A has 2 billing accounts - abilty to bill Company A or Company B

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.

I have saved contacts in the address book in Halo. When clicking on the "TO" field of the ticket email interface, I can see the address book entries at the top, but there is no way to select one of those email address to add to the TO or CC fields, without manually typing it in. Feature request: Provide an clickable option to add an email address from the Address Book to the TO/CC field when sending a client email from a ticket. (Alternatively, a double-click, or drag & drop, or some way to do it). Frustration to be solved: Not having to manually type in (or copy/paste) email addresses that are already shown in the address book above

Would like the ability to map asset types in Ninja to asset types in Halo. For example, in Halo all our current assets and items are filtered where asset type is called workstation or server. However, Ninja brings servers across as Windows_Server. This means we have to go and update all our reports as well as all our items where the quanity is mapped to device name is server.

Sometimes a ticket can relate to multiple knowledge base articles. It woule be very beneficial to be able to link multiple KB articles to a single ticket.

In HaloPSA Timesheets, we should be able to enter the Start time and End times via keystrokes on the keyboard and without having to click scroll through the time scroller for both the hour field and minutes fields to add in our times. We should also be given a field to deduct time when staff need to enter a block time in with other tickets \ tasks completed during this block time in a working day. This archaic front end is a relic of the 1980's, is inefficient + cumbersome, and cost us time.

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.