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?

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.

Currently, when the global setting “Only show the teams that the agent is a member of in the Team Tree” is enabled, agents only see teams they belong to in the Tickets by Team view. This works as designed, but it limits visibility for Team Leaders. Proposed Change: Team Leaders should be able to see the teams they manage in the Tickets by Team view, even if they are not members of those teams. They would not need the ability to be assigned tickets in those teams—just visibility for oversight and management purposes.

Currently you can only have one Closed Ticket Status. This doesn't really suit how we work as we sometimes Cancel tickets which are raised in error, where as any tickets which are brought to a successful conclusion are 'Resolved'. At the moment when we Cancel tickets, they still show in the User Portal under Open Tickets as the Status itself is classed as an Open status, not closed. We're using the only Closed status we have available as Resolved.

add recalculate billing button to the ready for invoicing labor area, this would allow a final recalc of only those specific tickets that possibly had their contract changed

currently there is no way to pull the start date, and date, and billing periods for subscriptions (Specifically Microsoft Licenses in our case) and to allow them to show on a Repeating invoice.

In my use case, we only want customers to receive the "New Ticket Created" email when the customer emails in, creating their own ticket. If a technician creates a ticket on a users behalf I do not want the customer to receive an email. (Agent side, not Self Service Side) Currently, the only way to achieve this is to manually change the setting 'send acknowledgement' for every single customer, or update via API. When new customers are created, they will then have the wrong setting, so we need a way of being able to change the default as well.

Currently we just use the url of the license page to go to it. But if we could reference it on the ticket similarly to how tickets reference each other, that would be a lot cleaner and easier to find inside a ticket. Would also be nice when looking at the subscription to have a tab showing references and being able to see all tickets linked to the subscription. Linking back to the original purchase order would help out with documentation.

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

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.

Please can a config option be added where it shows the SLA time left in days? We are a service area that uses several days as a SLA, and it would be beneficial to keep this functionality as it is what our users are used to and we can gauge how long is left on an email easier, which is more difficult when it is in hours.

It would be nice to have Recalculate Billing added to the Awaiting Review bulk action menu. Often times when cleaning up billing plan templates and/or actions, this would help speed up that process to only recalculate on non-reviewed actions.

Ability to have assets pushed up to the supplier from a customer ITSM instance when logging a fault with them. As well as the ability for the vendor to push / sync all assets that they support and have logged for that customer (Using HALO) down into their Halo instance.

Please can we have it so where a ticket is closed on creation, that it lets you drag the attachments onto the closure note? At the minute, if we have to attach something to send to the customer, we have to submit the ticket and then resolve enquiry, as the close on create does not send the attachment. Thank you.