Feature Ideas

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.

When adding notes to a ticket via the mobile app it would be useful to be able to add photos using the device camera. Currently adding from teh library is available but to be able to take live photos as you are working and adding notes would be much more efficient.

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.

First, the new “Report Guide” is awesome! However, I was very disappointed to see that it doesn’t show up in the user portal. We have a # of custom reports to show asset lifecycles, and licenses, etc - we need to be able to add some explanatory language to the top of the report and some links (or example, a link to our stabdard workstation replacement quote, a link to a KB, or a link to book a call with an AM). LOTS of reasons you may want to add some detail to the top of a report. Presently, we have to resort to a composite report for this, but this is super ugly and resuls in the widget on the home page not linking to the composite report. PLEASE - just let the report guide show for end users. This would solve the problem.

Under ticket ID: 1010499, we will be making the following improvements to One-Time Password sending: Allowing link to be sent without the need to log into the portal to use. Log an action into the ticket when a link is generated A default for the validity period. This is currently planned for November 2025. If there are any further refinements you would like, please suggest them below before then.

Currently my team opens up Mutiple tab's when viewing tickets, they are manually pausing the clock between tabs'.

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 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.

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

Every view is useful and that's why you added all these views. Unpaid invoices, sites & users for a client, etc. Why can't I export them? We all agree they are very useful and concise collections of business data, but we're limited to seeing 50 rows and we can't export it. It's useful! You know it's useful! You put it in the application! Let me have the data! Thanks

The "Events" in Halo do not include many possibilities, for example if feedback is left on a ticket. Adding more "events" will open more possibilities for custom integrations.

It would be awesome to have integration for Keeper password manager to sync the licenses into our customers license list. This helps with the invoicing for the customer.

Updated Request: Have non-admins create screen layout profiles Drag and drop items on the navigation bar rather than create a SLR from config. Orginal Request: We would like to have the ability to control the sequence of all the areas on the Menu bar, currently you can only change the sequence of non-system built areas. What would be really good is for the agent to have the ability to drag and drop the icons in to the order they want. Failing that, just full control of the sequencing. Thanks

When looking at Invoices it's impossible to tell the difference between multiple sites. All invoices have the customer name on the Invoices list but there is no indication for which site they are for. In instances where you have multiple sites with multiple invoices it would be helpful to add a column to indicate which site the invoice is associated with.

For the purpose of supplier management (thinking ISO 9001 & supplier evaluation/maintenance), I think there is value in being able to raise tickets against supplier contacts. Similar functionality to tickets against clients - control over actions, workflow, runbooks etc.