Feature Ideas

Instead of having to create multiple teams for escalations and permissions. It would be good to have a team, and people are assigned a level within that team. This level would determine permissions, ticket assigning and escalations. So, if a ticket comes in, you can specify assign to the blue team round robin to level 1's,2's or all. When escalating you can then escalate to next level, or a different team. Would mean far less teams are created.

Ticket notes & draft emails, etc. should autosave to the tickets in case of a browser refresh or crash. If you had started writing notes and then refresh the ticket page then you should have a button or option to reload what you had last typed in there instead of needing to start over. I'm a new Halo user coming over from Syncro and this is the most basic feature that Syncro has and Halo is missing. I've lost a few draft ticket notes already but I'm sure many of you have lost many more. Ideally this would work in forms outside of the service desk as well, in the knowledge base, in the self-service portals, etc. All of those rich text and really any field should be autosaving while you type so if you refresh then you can click a button to get back what you had.

When a ticket is in scheduled status, do not change status of ticket to updated when client responds with a "thank you," "ok," or similar response in acknowledgement to their scheduled appointment (in the same way which closed tickets remain closed after receiving these kinds of responses).

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

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

It would be great to pull in license information for Check Point Harmony Products such as Endpoint protection and Email Security. This would allow a reoccurring invoice line to be linked to the subscription and avoid manual updates from an external report.

Our teams would really like to be able to set Ticket Tags against tickets logged from the service portal. If ticket tags could be sett on on a ticket template this would work well. I've confirmed the current Tags in service portal are actually for search not for Ticket Tags.

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

Currently only administrators have access to create scheduled tickets. Being able to grant ad-hoc access to agents to create scheduled tickets for their customer's might be useful. For example: A customer account manager could create scheduled tickets for the customers they manage.

When merging ticket A into ticket B, ticket A is set to closed which is great... but it is usually still stick floating around some random workflow stage. It would be great to have the option to automatically end the workflow for merged tickets. Thanks

At the moment, the print ticket function can only export public notes and resolution notes which are visible to the end user, we have tried configuring the HTML of the print ticket PDF template but unable to include all private notes and actions. The purpose of this is to allow us conducting internal investigation when needed, we tried using report function to extract all actions & note entries against a ticket, but it does not include any images inserted.

Find it incredible that this is not implemented. We get customers asking when something was actioned or changed all the time, usually for compliance. How are you meant to locate a ticket for something that was done months ago within thousands of tickets if you cant search for it? Especially when all know the ticket summary is usually some obscure email subject the user set.

In our previous ticket system, it was very straightforward to enter the date, a start time and end time for a time entry if we are updating entries from being on site for example. It looks like currently in Halo, I can enter a time of completion but I then will have to work backwards to work out how long I took for that particular entry. If we can have the ability to manually enter the start and finish time it would make things a lot easier rather than trying to work backwards from the finish time only.

Some tickets are control tickets send from an application and are not relevant to the customer. We have already rules for them and would like the option 'Show to end user' to be available within those rules. I've already added this option in the ticket details but it remains handwork to tick this option on or off.