Feature Ideas

We have several contacts who work for multiple clients. We need a way to use the same email address across multiple clients.

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 awesome to have integration for Keeper password manager to sync the licenses into our customers license list. This helps with the invoicing for the customer.

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.

I would like to change the favicon that is shown on the customer portal – right now it’s the red haloPSA favicon which doesn’t match our color scheme at all. Replacing it with our own custom icon preferred, alternatively the ability to set a HEX color code for the existing icon would be a 2nd option Also when going to our portal the loading circle is blue at first, and then changes to our green, is there any way to fix that? Right now the favicon is red, the initial loading circle is blue, and then finally things change to green, which is a pretty bad mis-match of colors Additionally, it would be great to have the option to repeat a background image vertically, right now we had to make a fairly large image in height to have it work on every possible screen/mobile device, but the caveat is that the background image takes a second or two to load in. If we could just have it repeating on the Y axis that would solve the problem, but I was told that it's not possible, even by custom CSS at this time.

We would like to send notifications from Halo to Teams chat for agents (e.g. mentions etc.) but based on the Guides and our tests Webhooks only allow sending notifications to channels, not chat TeamsBot does not have the option to receive notifications

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

When you use Azure AI translation on the agent portal to translate a communication, the translation is stored somewhere in the database. Therefore, later on when you ask for a translation of that same communication, Halo doesn't send out an API call to Azure AI translation again but fetches the previously stored value out of the database. On the Self Service Portal, this isn't the case. Either the translated communication isn't stored in the database, or the fetch doesn't work. In the end, doesn't really matter, but the problem is that every call for translation triggers a new API call to Azure AI translation. Which is causing waste (unnecessary api calls + extra costs). Therefore it only seems fair that the working mechanism for the agent portal is also applied for the end-user portal.

When a ticket is created automatically from an inbound email, HaloPSA appears to retain the mailbox that generated the ticket as the sender address for outbound communications. Currently, the Mailbox Override configured on the Ticket Type is only applied when the ticket is created manually. As a result, tickets created automatically may send outbound emails from an unexpected mailbox, even when a Ticket Type Mailbox Override is configured. Example Ticket Type: Supplier Notification Ticket Type Mailbox Override: support@company.com Ticket created automatically from mailbox: notifications@company.com Expected behavior Outbound emails use the Mailbox Override defined on the Ticket Type (support@company.com). Current behavior Outbound emails continue to use the mailbox that created the ticket (notifications@company.com). It would be very useful to have either: The same Mailbox Override behavior for both manually created and automatically created tickets. An option to force the Ticket Type Mailbox Override to take precedence regardless of how the ticket was created. This would provide a consistent sender identity and simplify scenarios where incoming and outgoing communications need to use different mailboxes.

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.

It would be helpful to have an integration with Docusign so that we can create a quote within HaloPSA and have it send out through Docusign when we go to send the quote. Then, it would need to sync back the status of the signature, as well as the signed document once all parties sign the document.

Here's all the things that need to be included in the next iteration of Time Sheets in Halo: Time sheet periods - The ability to establish timesheet periods to tie billing, payroll, workflows, approvals to. I expect my team to update their timesheet daily with a minimum of all hours work entered onto them. I expect the team to submit them to me every week so I can review and approve them to move over to billing to be invoiced.Time Summary View - The ability to slice & dice data on a time sheet to speed up time sheet reviews for approvals. Need to see Time by Ticket, Time by Day, Time by Charge Type, Time by Agreement Type, time by billable status, time by appointment etc. There's no point in having an approvals process without being able to see what we're approving without opening each ticket one by one... I need to make sure that every time entry is compliant. Travel time is set to travel time, communications is set to no charge, notes are clean & professional, AM/PM mistakes are caught, super long time entries are caught etc.. A single tech could have 50+ time entries per day that I have to open each one - one by one - to review. multiply that by the number of techs I supervise... there goes my day.Flagging items for rejections with a reason/explanation. As a timesheet approver, I need to redirect corrections back to the agent with context so they can correct it next time.Time Sheet notifications - Notifications should have multiple variables to notify on. Right now, timesheet notifications are based on whether they meet or exceed hours logged, but I want it to be notified on hours worked. No option for that.Lock timesheets once submitted WITHOUT affecting future actions on a ticket.Ability to enter blocks of time to non-billable/non-production activities. For example: meetings, team events, internal stuff, administrative "things"... Sure I could tell the team to create a ticket for those things, but that's time consuming and too much overhead to make it work. And I refuse to enable quick time because Quick time doesn't allow me to restrict how it's used. (I have issues with folks entering quick time against clients and that's a no no...) time against clients are only for tickets & projects. So, quick time is not allowed here. I hate to say it, but this is one area ConnectWise had right. @Halo - we are MSP's - time is money, and without a method for governing and auditing that time - Halo is nothing more than an ITSM.

For us, being new to HaloPSA, one of the things that frustrated us the most was the lack of good documentation when it comes to integrating with the system. It would be nice if this could be improved a ton, as we now have to try and reverse engineer how the system is set up to do.

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.

First, the new “Report Guide” is awesome! However, I was very disappointed to see that it doesn’t show up in the user portal. We have a # of custom reports to show asset lifecycles, and licenses, etc - we need to be able to add some explanatory language to the top of the report and some links (or example, a link to our stabdard workstation replacement quote, a link to a KB, or a link to book a call with an AM). LOTS of reasons you may want to add some detail to the top of a report. Presently, we have to resort to a composite report for this, but this is super ugly and resuls in the widget on the home page not linking to the composite report. PLEASE - just let the report guide show for end users. This would solve the problem.