Feature Ideas

Just like using the @ in a ticket will bring up the ability to reference a user I would like to see similar ability to reference another ticket ie.. @ticket# or something like this which will make it a hyper link.

We want to be able to have multiple fields on a single step of a script. We typically start our script discovering if this is to troubleshoot an issue or if it's to add/change, then branch off from there. For example, if it's a call to troubleshoot an issue, having a text field, the impact field, and severity field on one page makes much more sense instead of having to hit next to go to the the next page of a script. Attached is an example of what I have in mind

Mixing negative and positive naming for configuration options could lead to misconfigurations: e.g. Don't Send Acknowledgement = no | yes -> Picking "no" leads to a double negetave statement: "Do not not send acknowledgement emails" "Show the Attachments tab as a table view" vs. "Hide the default opportunity Ticket area" "Show" is positive whilst "hide" is negative phrase "Start a new Workflow" and "Start an Approval Process" (both positive) vs. "Skip closure procedures" (negative) The entire configuration is full of these mixture of positive an negative phases and for non native english speakers and new customers there are pitfalls everywhere. You should conside only using positive phases with "on/off"/"yes/no" options: Send acknowledgements? Yes/NoShow the default opportunity Ticket area? Yes/NoApply closure procedures? Yes/No

We are beginning to enter policy and procedure documents into the KB (in addition to technical articles) Ideally, we would want to publish our "policy manual" for external auditors, this would be about a dozen articles. It would be convenient be able to print by tag, type, or best ever would be to multiple select with checkboxes and then print the bulk to PDF. Thanks!

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

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

We currently have the chat facility accessible via the Self Service portal however most of our clients do not use this as they find it easier to contact us via email. It would be a game changer if Halo could have a desktop feature where a 'Tray Icon' can be placed on the users Task bar and when expanded, quick access to a few frequent options could be accessible. For example: 'Log a ticket', 'View my tickets', Chat to an Agent', Knowledge Articles' etc. With end user experience in mind, it would be great for users to engage directly with our team rather than the tradtional email process. This would boost turnaround times as well as customer satisfaction. Attached is an example of another MSP software platform where there desktop tray icon is available.

At the moment even if an Agent is marked as On Holiday/Sick in Halo, if a User replies back to a ticket the ticket remains with the Agent that is on holiday meaning a lot of manual intervention is needed to check and move tickets. This feature idea is to have a setting/configuration option that would allow a ticket to move to Unassigned when a User replies back to a ticket 'On Hold' or 'In Progress' where the Agent is On Holiday/Sick. I don't think there is currently another way of achieving this (e.g. via rule) - and have checked this out.

Would be extremely handy to have integration with SentinelOne Much the same way ingram works, so it can be used as a sub count against recurring invoices. Would love the ability to map manually like the Ingram connector also SentinelOne is one of the biggest security providers in the world Surely a lot of people could benefit

Ability to merge sites for a customer, in the same way as its possible to merge a customer.

Add the ability to use a custom field/dollar sign variable when adding a URL to an external site on the self service portal. This would be used to dynamically substitute values in the URL depending on the logged in user/client. These custom fields, would be set on the client/area level, so those would need to be available as well

To expand on the recently added merge user and merge customer functionality, it would be nice to have a function to scan the customer list and suggest those that may be duplicates. An agent with the necessary permissions to run this function, review the suggested list and select those customers or users that should be merged.

Today we use TimeZest for agent booking with ConnectWise as we plan to move to Halo. Halo's own resource booking feature looks like a solid replacement, but we cannot create more granular shifts for teams or agents. Sometimes, we know an agent works from 9-5 M-F, but we only want monday morning, tuesday afternoon, all day wednesday, no time thursday, and all day friday "exposed" to this booking module. Being able to create a more granular schedule at the agent level would be great. Today, I can do this for something like door access in our alarm system (see photo). Halo looks awesome, and we're excited to embrace it, hoping this gets some attention and upvotes, as it would be very powerful. Icing on the cake: Alex WORKS from 9-5 (so dispatchers can see the actual shaded area of his calendar) but we expose THESE specific hours to the resource booking module (different color shading), so dispatchers know not to just drop tickets in this other area that we're "keeping open" to the public.

One of our members of staff asked if we could look at including a Pronoun field, i've created this with a Custom Field for now, but wondered if perhaps it might be nice if this was an 'out the box' option, so that it could appear against their name? But then give agents the ability to enable it/disable it if they want?

When I want to add an emailadres to the 'to/cc/bcc' field of a ticket, it only recognizes emailadresses and not contactnames. Most people do not know someones emailadres by heart, typing in a name in those fields and having the emailadres come up would be easier.