Feature Ideas

Our engineers find it too time consuming to have the "Create Ticket" option under Active Issues in N-central create a ticket that go throughs the new request process. If they would like to work in an issue, it would be handy when the "Create Ticket" button is clicked it creates the ticket directly in the engineers name.

Outgoing emails don't have required headers to allow email clients to group them by conversation, please implement this in Halo!

We heavily use to-do's as a way of creating checklists on common steps. However, a lot of our clients require unique custom checklists. We use IT Glue currently for this and it allows not only a to-do, but it allows that to-do to be expanded detailed steps (written in HTML). What I would like to see is the following To-dos have their own tab in tickets and not just a sidebar. To-do's can be expanded to show links or steps (See screenshot of Glue) To-dos once completed hide from the list To-do's that can be associated with a client site and be templated To-Do templates can be grouped

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.

At the moment even if an Agent is marked as On Holiday/Sick in Halo, if a User replies back to a ticket the ticket remains with the Agent that is on holiday meaning a lot of manual intervention is needed to check and move tickets. This feature idea is to have a setting/configuration option that would allow a ticket to move to Unassigned when a User replies back to a ticket 'On Hold' or 'In Progress' where the Agent is On Holiday/Sick. I don't think there is currently another way of achieving this (e.g. via rule) - and have checked this out.

We used to use Zendesk Support as our Service Desk platform. This system had a particularly good "Events" view that had a lot of information, and it was very easy to find out what had happened. For an example it showd all the fields in the Event view that were filled up in the first action (like, who was assigned to it, who was requester, what channel they used, what form they used) Image below. I hale I even have trouble to figure out how did the Project manager closed the request when request was assigned to "Unassigned" or agent was changed by the system and Audit Log did not catch it Image below Also when someone changes the to-do list, then this action is also not listed under Audit log.

Please have it log everything. For example, what rule was applied, how the ticket was routed the way it was. There is so much information missing when trying to troubleshoot things that it is maddening.

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

Currently, we are required to present serial numbers on invoices for some serialized items. At present, there is no variable which allows us to include the serial number of a consigned item in any way on an invoice. The goal is, when we sell something (say a laptop), we should be able to select that item from inventory, and the serial number of the item selected from inventory should appear on the customer's final invoice.

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.

Mark multiple statuses as closed. Like in the quote section. We use halo for 2 departements. Our end user facing customer support and our internal it department. Both departments use different names for the statuses. But now we are bound to use the same closed status because otherwise Halo won't flag those tickets with a custom closed status as closed. The end user in the ssp won't see their closed ticket under the closed ticket dropdown and when doing reporting on closed tickets these tickets are not counted.

Email alerts are noisy and out of hours they are simply not seen or when human error applies we fail. When a Notification is not attended to over a period of time, its becomes more important and the Escalation process should kick in (not by repeating the same method but rather by changing it) so we introduce two levels of Advanced Notification / Escalation System Noise Microsoft Teams phone call This way we can get the right level of attention to a situation BEFORE its too late

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.

auto elevate is a tool that can be installed on windows PCs for users who do not have admin rights, we can whitelist/blacklist apps and approve/deny on the fly Syncro has an integration where the notices get sent to their ticketing system, attach to the correct client, update which technician approved or denied, then auto closed. happy to explain more or demo the tool for you.

We have started to use planner to really help our projects, Halo Projects still quite threadbare. Integrating the two would really be great.