Feature Ideas

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...

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.

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.

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

Please make it possible to configure what fields should be shown in the customer user details page. For example, we do not need a Home Mobile Number or a Fax Number for our customers. It would be very useful it that fields could be hidden.

We can set Advanced Settings > Default Editor Font but not the size. We need the default size to be set so everything in Halo is always set to the same font and size (email templates, pdfs, notes,etc.) Support was unable to find a solution for this.

We like the "Mark action as Important" for pinning critical actions in a ticket. I believe Halo users need access to edit all other users' actions to be able to do this. Is it possible to separate out the access required to mark as important so that we don't have to give all users permissions full edit access on all actions? Bonus points for having a separate entry in the screenshot to mark as Important.

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).

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 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

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

Would be great if we could alert on M365 service health - https://learn.microsoft.com/en-us/graph/api/resources/service-communications-api-overview?view=graph-rest-1.0&preserve-view=true

It would be really useful to be able to write an email in Outlook and pick the correct ticket number from a list or search, add time in and then send to Halo through the normal copy in the mail delivery email address as usual. The reason this works much better is: a) People don't ignore direct emails from people in the same way as they ignore automated emails from a PSA system b) The formatting used is much better and doesnt break as with the current output from Halo(and you can paste in other items without the formatting getting screwed too) You could use the same mechanism to book in ticket updates, appointments from tickets and tasks/notes from tickets to work from.

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.

(this was previous logged under 0562699 as a bug) Halo often fails to recognise out of office replies, even when the correct features are enabled in halo. this leads to tickets being taken off of user hold and back to 'in progress' we need a way to add some additional phrases such as: I am away from the officeI'm away from the officeI am on annual leaveI'm on annual leaveI'm currently on annual leaverespond on my return that can also be utilised by the existing out of office detection functionality. In our situation, we'd only want those referenced if the ticket is on user hold and a response comes in. adding this as ticket rules is messy