Feature Ideas

Let us know what you'd like to see in a future release of HaloPSA

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  1. Secure Password Sending

    Have a secure way of sending passwords to Customers. Via a button in Halo, where you'd type in a password, it'd generate a secure link and embed it into the body of the email - then when the user clicks on the link, they are prompted to enter the ticket number for it. Or are forced into an area of the portal to retrieve the portal. Something like the attached maybe as options

    Matt D

    22

  2. Create a simple way to reference another ticket within a ticket

    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.

    Rob S

    1

  3. Merging Tickets - permission rather than a global setting

    The ability to merge or link tickets based on permission via agent roles would be better than the current global setting.

    Josiah S

    2

  4. Better visibility on Preferred Phone Number

    Currently, the ticket general settings allow you to either show all user phone numbers or only show the preferred phone number. The option to show all phone numbers should still have some kind of indicator of what the preferred phone number is even if it does show all of the other numbers.

    Andrew K

    0

  5. To-Do list from top bar to show upcoming tasks and appointments in the future. Not just for today.

    Currently when you look at the To-do bar from the top it shows todays date and then all the appointments for today and in the past that I've not dismissed. It would be handy if this could also show upcoming events for the next week/month. Sometimes we add things to the to-do that actually can be done earlier than the date and it also helps planning for the next day.

    Joe L

    0

  6. Drop and Drop email address between To, CC and BCC

    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.

    Tony P

    3

  7. teams copilot transcription integration

    imagine that when receiving a call in Microsoft teams through teams calling, Copilot transcribed the entire conversation and put a summary of the conversation in your ticket. AI could set all ticket parameters, and you only need to check if everything's correct and press save... This would greatly improve ticket documentation and background information on issues that now gets lost in the manual process.

    Marco

    0

  8. Create a variable for images/logos

    I'd like the ability to put logos/images in email templates with a variable that pulls the image based on the client. Clients could then receive emails with their own logo instead of ours without having to duplicate everything multiple times.

    Anthony G

    0

  9. A working mobile app

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

    Chad H

    33

  10. Desktop Tray Icon for the Halo application

    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.

    Natalie N

    33

  11. Single Sign On for Ideas and Support Portal

    wouldnยดt 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?

    Andreas S

    2

  12. Microsoft Copilot Connector

    Could you please build a Microsoft Copilot Connector that allows interaction with all the data in Halo?

    Craig M

    5

  13. Merged status to reflect tickets closed via Merge

    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.

    Stewart K

    11

  14. Grant access to periodic history for customers

    Hello, On prepaid contracts, there's a great view that shows months after months how many hours have been used, how many credited, how many are left over the period. This view is explicite to show usage of the service, and I wish to have a way to display it on the customer portal. It would be nice to have a way to enable this periodic history view for specific users or through web access level. It's supposedly possible to build such view through reports, but it's already coded in the system. On top of that building a query might have errors or become outdated after code upgrades of Halo PSA. For the customer, it's a transparent information which will help him follow his contract consumption and simplify the sales process over time.

    Rodolphe

    1

  15. Create rules / notifications based on time taken on a ticket

    It would be useful to create notifications, or apply rules when tickets have a certain amount of time recorded on them. Some examples below: 1st line engineer has recorded 2 hours on a ticket. Notification alert to team leader to flag that assistance might be needed.Ticket has 8+ hours recorded on a ticket, notification to account manager + service delivery manager to review. Notification triggers would be good. As would rule criteria, which would allow you to build automation off of it - e.g. auto-escalate, add addtional agents to the ticket etc.

    James G

    2