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Teams “End-User Chat” integration (installed via manifest.json) still relies on the Skype legacy connector, which is outdated and not fully compatible with modern Teams functionality.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

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.

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

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.

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

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.

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...

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 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! 💲💲💲

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.

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.

Want to send invoices that are unsent after reviewing them? Well, get prepared to tick 250 really tiny boxes and hope none of them fail to send otherwise you'll have to do it again. You should be able to filter invoices by their creation date. Likewise, you should be able to filter the sent column and enter NULL or "" or 2 to show all tickets with more than 2 hours on them. On the client screen, I should be able to filter the next call date by entering

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?