Feature Ideas

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.

Send email reminders to clients to accept or reject quotes before they expire and close.

I know this is petty, but this is the dumbest UX in the universe. Please move these notifications somewhere else.

Would love to see a schedule send button when emailing customers. This would be very useful for people who work outside of the normal business hours and send replies to tickets without the client thinking they are open during these times.

We use @mentions frequently when assigning tickets, following up on tasks or asking questions internally. Having a way to Aknowledge or "Complete" an @ mention without responding would be helpful. e.g., Manager assigns ticket to agent, then leaves @mention with breakdown of task. Agent Aknowledges the @mention action inside the ticket. Manager knows agent has confirmed reciept. It would be helpful to have a signifier inside the ticket grid view- similar to flagged or starred or attachment icons - to designate tickets w/ unaknowleded @ mentions, that way agents/managers could track tickets with unaknowledged @mentions. Using status for this would be tough because those are tied to end-user and SLA requirements, not intenral coordination.

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.

We would like to request the ability to have a permission to hide private notes in tickets from an agent or user account. It should be a agent or user permission to "allow viewing of private notes" We use private notes for our internal communication, we wish to keep them private from clients who are requesting access to our Halo via web & API. Thank you!

It would be great to have the ability to link subscriptions to contracts, like we can with assets.

We currently use Outlook rules where it can add a two minute delay to sending. This helps if, in the unlikely event, an officer has sent an email to the wrong place. Please can something similar be added to HALOITSM if possible when sending an email?

We have assets syncing from our Ninja RMM system, but ran into some issues, where if we delete a device in Ninja, this does not sync through to Halo, so the devices don't get deleted. Also, if we update the device status in Ninja RMM from Active to Spare, or change it to Decommissioned in Ninja, these changes also don't pull through when it syncs over. This would be very handy if enabled, as currently you're needing to do double / triple work to make sure the different systems are all in sync.

The US formats their addresses differently than other countries. Make a variable like $ORADDRESS that formats US addresses per the United States Postal Services requiremnets. $ORADDRESS variable currently outputs each address variable on a separate line. It needs to support USPS standards found here: https://pe.usps.com/businessmail101?ViewName=DeliveryAddress Maybe create a $ORADDRESS{US} Reference Halo Ticket: HALO:0397228

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.

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.

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