Feature Ideas

Why is the auto generated ticket type limited to 20 assets per day? We have customers that can have 100+ assets at one job site and this creates a backlog of preventative maintenance tickets that won't catch up on overnight auto generation. Why can't this number be raised to something more realistic? In the event it is backed up, why does it require admin rights to run the auto generation? This needs to be made available to the technician level so anyone can keep the list running so there's no ticket backup.

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

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.

The automated tickets feature creates discrete tickets for each asset that has an expiring warranty. For some clients who have purchased a large tranche of equipment during a major refresh, the warranty expiration dates can align in such a way that dozens of tickets may get generated at the same time, for the same client. It would be preferable for all these assets to get linked to a single ticket for the client rather than spawning separate tickets. The workflow involves creating an automated opportunity ticket for quoting, but Halo agents would not quote the renewal for each and every laptop, wireless access point, etc. separately when there are dozens of them. It would all go on one quote since they expire at the same time, so automated tickets need to be more intelligent.

When editing an appointment that exists, the agent cannot be changed. Currently, you have to delete the appointment and create a new one for the new technician. This is inconvenient and sends out cancellations and new appointments.

When “Allow the choice of ticket on the quick time screen to log against” is enabled, the “Log as Work Time” option disappears from the timer. We need both options available together so agents can: Log internal work time, such as meetings, training and administration. Log time against an existing customer or project ticket directly in there timesheets.

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.

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.

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.

Mass Edit is deployed in a few modules only and does not allow to edit all field (including values from connected module). This functionality is necessary to all modules, especially to Tickets, Customers/Sites/Users, Assets, Knowledge Base, Agreements, Suppliers, Products, Offers, Orders, Invoices. Batch edit by CSV is not sufficient.

Send email reminders to clients to accept or reject quotes before they expire and close.

Selecting multiple tickets currently, clicking edit provides a list of single-functions. There should be an option to Edit bulk where multiple items can be changed from one screen like ticket type, category, priority, status, including an option to add a Public or private note

customers have multiple relationships with us under 'settings\Assigning and Account Manager'. currently only one of those is filterable using 'Accounts I Manage' I'd like filter options for all of those options.

I know this is petty, but this is the dumbest UX in the universe. Please move these notifications somewhere else.

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