Feature Ideas

Self Service Portal - Allow 'Everyone' to view service status Currently, the only way of allowing Everyone to view service monitoring alerts without being signed into the portal is if you enable 'Everyone' for the subscribed users. This is not ideal as if you wanted to alert the users subscribed to the service by sending an email communication out this would send out to everyone on the tenant. It would be cool if 'Everyone' Still allowed service monitoring but not trigger the emails.

Possibility to add subscribers via an SQL script, similar to how it is already done for scheduled ticket users. This allows subscribers to be easily added based on the contact stored in the contract with following SQL Query: SELECT A.chuserid as [ID] FROM CONTRACTHEADER A LEFT JOIN LOOKUP B ON A.chbillingdescription = B.fcode WHERE B.fid = 28 AND B.fvalue = '3CX' AND A.chuserid IS NOT NULL

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

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

We heavily use to-do's as a way of creating checklists on common steps. However, a lot of our clients require unique custom checklists. We use IT Glue currently for this and it allows not only a to-do, but it allows that to-do to be expanded detailed steps (written in HTML). What I would like to see is the following To-dos have their own tab in tickets and not just a sidebar. To-do's can be expanded to show links or steps (See screenshot of Glue) To-dos once completed hide from the list To-do's that can be associated with a client site and be templated To-Do templates can be grouped

Tickets should show a full history of any changes that have been made. A few exampled of history not showing: If you change the title of a ticket, there's no history to show who changed the title and when.If you make use of the DevOps integration and link/unlink a work item, there's no history of this.If you edit an action, you are unable to see who edited it, what edits they made etc.If you set an SLA Hold date, there's no way of seeing what date previous SLA holds were set to. If someone accidentally removed the SLA Hold date, I'm unable to find out what date I originally had it set to.

currently there is just the yellow star, it would be great to have more colors and icons

It'd be great to have a way to conditionally display an "Allow Action" in a workflow step. For example in Step 3 if CFParcelType = Delivery show action Make Collection and if CFParcelType = Collection then show action Make Delivery Currently the only way to do this is to create an extra "decision step" and then you have to duplicate your step so that one step has the "Make Collection" action and the other has the "Make Delivery" action. The problem is, when you have 3+ actions in each step, and your one action is the only difference, it's a lot of work to replicate the actions. You already have the "Conditions to evaluate prior to queuing the automation" for "Quick Action". This just needs to be replicated for "Allow Action".

Have the ability to send overdue invoice reminders to customers based on a specified timeframe.

Would like to see an integration with Huntress. Amazing product and being able to receive tickets directly would be very useful.

Add function to quotes and invoices to allow reordering of items. We have quotes that could be 10+ items and you could add 5 items that are the same but related specific locations. You'd have to delete all entries up to the point where you want to put the same item together. Xero allows you to recorder invoice items via dragging and dropping using the 6 dots to the left of the invoice. Halo doesn't have this feature and it's a fundamental, removing items to reorder a list of products for clients could result in miss adding an item or applying incorrect pricing.

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.

Looking at a use case where items on a PO were received but the information was input wrong so they essentially need to be undone. I.e., cost/price, quantity, etc. It would be nice to be able to un-receive and un-consign to be able to edit the PO line item and re-receive the stock.

Timesheets in bulk are difficult to manage, and the views over a month are too much, even weekly having a team of 15 and a single timesheet manager, it becomes chaos and borderline pointless, often just hitting the final 'approval' button that does all at once for that date period. Not show weekends when viewing a month/only show working hours/days as a viewFilter by approved/unapprovedNotifications when timesheets submittedMultiple timesheet managersRejection comes from the timesheet manager, not the Helpdesk email addressTrigger warning when 'approving all' to warn that all items are about to be approvedFreeze the name and date column/row so the engineer's name and date always stay visible.Billing is typically done monthly, so the option to just view that month/week would be amazing, not having to select start and end date, and then re-select the date range because clicking 'next' retains the days selected, ( for example 28 days selected, clicking next will select the next 28, not the entire month if there are 31 days)

I wear many hats in the company and as I log my internal time for the week it would be helpful to see how much time I spent in finance versus sales and marketing and operations We have the Time categorizations defined, and I can defin them with my internal time entry, but it would be great to have the color on my time sheet representative on how much time i spent working with each hat so I know when too much time is being spent in one area, may be time to hire a new person for that role. So in conclusion I want to go to my timesheet and see what I've worked on at a glance due to the time categorization being a different color for what I set to my time entry.