Feature Ideas

In the settings screen it is currently only possible to search settings for a /section/ (i.e. 'integrator'). Given the vast complexity of the HALO product and the fact that a great number of settings that might be considered related are not actually grouped together, the organic way in which settings are added, and the typically very lacking documentation, please make it possible to search the actual setting 'labels' and descriptions. i.e. I should be able to search for "new user" and at least be able to click through to the exact location of, if not see the current state of, all the setting options with the string "new user" in their title or in-line help text

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

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.

There is no native way of searching inside a ticket. If there aren't a lot of actions, you can certainly use the search functionality of the browser, but with the lazy loading module if you have more actions, it won't search past the already loaded actions. Having a seach/filter text input field around the place of the icon I placed on the screenshot would be great.

Currently ticket rules or automation actions via workflows can only be triggered by a ticket update (or a once off number of minutes after the ticket is updated). Adding an option to have rules or automation actions run on a specified frequency e.g. every hour, every day, etc. would be great as we used this feature for a number of key functions within ConnectWise previously.

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

Allow Parent _symptom even if users are not able to see the ticket type. Internal agents would like to be able to use this info in emails and alerts without it being visible to users.

Would like the ability to map asset types in Ninja to asset types in Halo. For example, in Halo all our current assets and items are filtered where asset type is called workstation or server. However, Ninja brings servers across as Windows_Server. This means we have to go and update all our reports as well as all our items where the quanity is mapped to device name is server.

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.

It would be good if the "Holiday" event types synced to Exchange calendars with Microsoft 365. As it stands the "Appointment" event type synchronises to calendars, but holidays do not.

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?

It seems Halo’s Microsoft Teams “End-User Chat” integration (installed via manifest.json) still relies on the Skype legacy connector, which is outdated and not fully compatible with modern Teams functionality. Because of this, sending Teams-native emojis (from the emoji picker) or images/files will always break the chat, resulting in the following message: “The bot encountered an error. Please cancel the current conversation if necessary and try again. If the issue persists, contact support for assistance.” Current Issues • In the manifest.json configuration, supportFiles is set to false. This means the integration isn’t built to process attachments. • The Chat Profile setup includes options like “Allow file uploads,” suggesting this should work — but it doesn’t. • Since Teams automatically sends emojis and pasted images as inline image attachments, this mismatch causes consistent chat failures when users use an emoji or paste an image into the chat using keyboard shortcuts. • Users must type a “/Start a new conversation” command to begin chatting, which isn’t consistent with normal Teams behavior and feels unnatural – especially for non-native English speakers who expect to start typing in their own language as they would in any regular Teams chat. If they miss this step and type anything else, the chat replies with “I do not understand the command”, which feels confusing and off-putting in what should be a natural, conversational experience. Proposed Solution Rebuild the Teams “End-User Chat” integration using the Microsoft Bot Framework v4, which would require an Azure Bot registration. From our understanding, this would address the underlying limitations by: • Supporting Teams-native emojis and inline images properly. • Enabling reliable handling of files, images, emojis, and attachments. • Aligning Halo’s Chat Profile upload settings with actual functionality. • Allowing removal of the “/Start a new conversation” command by automatically detecting new conversations. Why This Matters • The Skype legacy connector is deprecated and not compatible with modern Teams message formats. • The Bot Framework v4 supports Teams-native emojis, attachments, adaptive cards, and conversation events. • This would add significant value for many customers, allowing end users to reach their service provider through Halo natively within Teams, where they already work every day.

Halo has a few N-able integrations but is missing a key offering, Cove Data Protection Cove is an amazing cloud based backup product, It would be amazing to have a link for simple things like subscription tracking to link to recurring invoice items. Primarily 365 backup items but all would be beneficial

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

I've been thinking about how we can make our Support Desk module even better and more engaging for everyone. What if we add some gamification elements to spice things up? I believe it could really boost our team's energy and productivity. Here's the idea: Let's integrate some fun gamification features like points, badges, and leaderboards. These could be based on response times, customer feedback, and how quickly we solve tickets. Why it's a great idea: More Engagement: It could make our daily tasks more fun and competitive in a good way. Better Performance: With rewards and recognition, everyone might be extra motivated to bring their A-game. Happy Team, Happy Customers: When we're engaged and performing at our best, it translates into better service for our customers.