Feature Ideas

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

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.

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.

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.

wouldn´t 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?

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.

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.

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

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.

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.

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.

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.

When a contract's included hours are nearing, or have been, fully consumed, it would be useful to have a notification for the relevant agents to ensure they are aware of the state of hours. Right now, there doesn't appear to be any notification triggers tied to contract included hour consumption status. Adding one or more would provide a way of giving agents additional heads-ups and ensuring business processes for included hour management are followed. Ideally, the notification trigger(s) could be configured with a specific consumption percentage, or have several triggers for preset consumption percentages (e.g., Included Hour consumption is at 50%, 75%, 80%, 100%, >100%, etc.).

Calendar sync currently is only possible for a single tenancy and that's doesn't help co-managed IT situations. Please work on this

It is useful to have a quick view of Opened tickets/projects with many hours loaded and created a long time ago. This helps pushing the teams to close/invoice those.