Feature Ideas

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.

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.

Mixing negative and positive naming for configuration options could lead to misconfigurations: e.g. Don't Send Acknowledgement = no | yes -> Picking "no" leads to a double negetave statement: "Do not not send acknowledgement emails" "Show the Attachments tab as a table view" vs. "Hide the default opportunity Ticket area" "Show" is positive whilst "hide" is negative phrase "Start a new Workflow" and "Start an Approval Process" (both positive) vs. "Skip closure procedures" (negative) The entire configuration is full of these mixture of positive an negative phases and for non native english speakers and new customers there are pitfalls everywhere. You should conside only using positive phases with "on/off"/"yes/no" options: Send acknowledgements? Yes/NoShow the default opportunity Ticket area? Yes/NoApply closure procedures? Yes/No

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

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?

It would be very helpful to differentiate tickets that are closed via the merge action via the ticket status. I.e. tickets closed via merged should reflect "merged" as a status whilst still taking all the same action towards the SLAs for reporting that the current close action is taking. This would give far greater flexibility and insight whilst reporting.

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.

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.

To expand on the recently added merge user and merge customer functionality, it would be nice to have a function to scan the customer list and suggest those that may be duplicates. An agent with the necessary permissions to run this function, review the suggested list and select those customers or users that should be merged.

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.

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

Add the ability to organize actions into groups in tickets. This could be accomplished with either drop-down menus with multiple actions or with brackets with actions tied to that group. Make it where we can name the group anything. An example would be having 4 Escalation actions; Escalate to Tier 2, Escalate to Tier 3, Escalate to Sales, Escalate to Manager. Most of those are not needed that often. It would be nice if there was a way to put them all together in one 'Action Group' that we could expand if one of those actions is needed.

MOCK-UP ATTACHED TO SHOW THIS IDEA Our team often end up making multiple quotes for a customer in a Ticket or Opportunity. They currently just show as the quote ref and we have no idea if they are draft, sent, rejected, superceeded etc UNLESS we click and open them all one by one. Just slows down our Sales/Accounts teams when looking for a quote to resend/review/amend etc Idea for improvement is as follows: Show the STATUS next to the quote ref in the main ticket window with a coloured status (see attactment for example idea) – saves opening each quote when there are multiple to see the status of whether draft, sent, awaiting approval, approved, cancelled, etc Give a hover-over tool tip to show the TITLE of each quote – again to save time not having to open each quote hunting for the one you are interested in!

There's currently 'forward' functionality within tickets. We'd like to see the ability to reply to an email so we can continue an email trail. Currently when sending an email from a ticket, it doesn't include the history of the ticket specific to the email you're wanting to reply to.