Feature Ideas

Current state The Self Service portal currently supports CSS overrides via the configuration settings. While this is useful for basic brand alignment (colors, fonts), it is limited to style adjustments on top of the existing portal structure. The underlying HTML cannot be modified, which means the layout, component hierarchy, and DOM structure are fixed. Requested improvement We would like the ability to fully customize the Self Service portal at the HTML level — either by editing the underlying templates directly, or by providing a way to inject custom HTML blocks alongside the existing CSS override functionality. Ideally, this would allow us to rebuild the portal layout entirely from scratch while still leveraging HaloPSA data (logged-in user context, ticket lists, asset data, etc.) through available template variables or data bindings. Specific capabilities requested Edit or replace portal HTML templates directly, not just overlay CSS on top of the existing structureControl over the layout structure, header, navigation, content areas, footer. Without depending on the default component hierarchyAccess to Halo template variables in custom HTML (e.g. current user name, company, ticket count) to enable dynamic, data-driven layouts Business case MSPs operate across multiple customers with different branding requirements. As it stands, all customers share the same portal structure, only colors and fonts can be differentiated. Full HTML/CSS control would allow us to deliver a genuinely white-labeled experience per customer, improving portal adoption and customer satisfaction. It would also allow the portal to be redesigned to match modern UX standards rather than being constrained by the default layout.

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

Hudu has this feature so it must be possible to achieve. If Client's website is mentioned under client, it should reach out to the website, get the logo and add it to the client in Halo.

When a note is marked as important and pinned to the top of a ticket, it is still quite easy to miss. At the moment, the only thing that really shows it is pinned is the small pin icon, which does not stand out much when an agent is reviewing the ticket. Could we add a way to make pinned notes more noticeable? For example, pinned notes could have a different background colour. This would make it much easier for agents to spot important information straight away, instead of relying on them noticing the small icon.

Ever since we turned on Attachment scanning it is giving false positives for attachments. I have noticed this on msg and docx file types so fare and would like to be able to configure what is scanned/allowed.

In an action configuration there is a tab named "other uses" that shows where that specific action is used on workflows+ticket types. It would be great if this tab also included references to the action for all dependencies (E.g. webhook event triggers)

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

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

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.

I have seen several other systems that allow you to view in the UI where the data field is located in the database. This would massively help admins in tracking custom fields, but also with building custom SQL reports. The current documentation, including the schemas on dbdiagram.io are very lacking in detail, so the ability to hover over a field and see where it comes from or even a pop-out window documenting the fields on the current screen would be of great help.

Instead of having to manually put an internal note to "take something off hold on X date" or create some series of reminders in my email or calendar client, it would be nice if tickets could have a Workflow action that would set them to a specific Status for a specific period of time, at which point it would return to the original Status (or a designated return-to Status)

At the moment, the status remains with "scheduled" or whatever is defined for after creating the appointment, when the customer cancels the appointment, the status should go to "cancelled" or similar status.

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

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.

I would like to change the favicon that is shown on the customer portal – right now it’s the red haloPSA favicon which doesn’t match our color scheme at all. Replacing it with our own custom icon preferred, alternatively the ability to set a HEX color code for the existing icon would be a 2nd option Also when going to our portal the loading circle is blue at first, and then changes to our green, is there any way to fix that? Right now the favicon is red, the initial loading circle is blue, and then finally things change to green, which is a pretty bad mis-match of colors Additionally, it would be great to have the option to repeat a background image vertically, right now we had to make a fairly large image in height to have it work on every possible screen/mobile device, but the caveat is that the background image takes a second or two to load in. If we could just have it repeating on the Y axis that would solve the problem, but I was told that it's not possible, even by custom CSS at this time.