Feature Ideas

The "Events" in Halo do not include many possibilities, for example if feedback is left on a ticket. Adding more "events" will open more possibilities for custom integrations.

Under ticket ID: 1010499, we will be making the following improvements to One-Time Password sending: Allowing link to be sent without the need to log into the portal to use. Log an action into the ticket when a link is generated A default for the validity period. This is currently planned for November 2025. If there are any further refinements you would like, please suggest them below before then.

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

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.

When adding notes to a ticket via the mobile app it would be useful to be able to add photos using the device camera. Currently adding from teh library is available but to be able to take live photos as you are working and adding notes would be much more efficient.

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.

Allow drag and drop of calendar appointments/reminders/etc between multiple agents. Bonus points for reassigning the ticket to the agent it was dragged to (at the very least add to additional agent). This is Dispatch 101.

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.

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.

Current Functionality: When an agent is tagged in a ticket it shows up in their notification pane. When the agent clicks on this notification it takes them to the very top of the ticket. In many cases other actions/updates may have been added since the user has been able to check the notification, especially on collaborative project or estimate tickets. Why it matters: This creates a lot of time spent for the agent looking for the update that they were tagged in specifically. In larger estimates and projects this can be very time consuming. Especially for the cases where you may be tagged in multiple places in the same ticket, then you have to filter through which notification is associated with each tag. Proposed Solution: The proposed solution is to add an HTML anchor to notifications that have agents tagged. This way when they click the notification it will still open the ticket, but take them to the associated action that triggered the notification. Saving them time searching through the ticket. It likely can be accomplished by anchoring to the action div id.

It would be nice if we could be able to see to-do lists from the mobile app. We have technicians in the field and they have to bring up the web version to see a to-do list, which is very inconvenient when you are trying to do it from a phone.

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.

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

Would be great if we could alert on M365 service health - https://learn.microsoft.com/en-us/graph/api/resources/service-communications-api-overview?view=graph-rest-1.0&preserve-view=true

Have the ability to change the Ticket Type on Ticket Rules.