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.

Our teams would really like to be able to set Ticket Tags against tickets logged from the service portal. If ticket tags could be sett on on a ticket template this would work well. I've confirmed the current Tags in service portal are actually for search not for Ticket Tags.

When merging ticket A into ticket B, ticket A is set to closed which is great... but it is usually still stick floating around some random workflow stage. It would be great to have the option to automatically end the workflow for merged tickets. Thanks

Instead of having to create multiple teams for escalations and permissions. It would be good to have a team, and people are assigned a level within that team. This level would determine permissions, ticket assigning and escalations. So, if a ticket comes in, you can specify assign to the blue team round robin to level 1's,2's or all. When escalating you can then escalate to next level, or a different team. Would mean far less teams are created.

When a ticket is in scheduled status, do not change status of ticket to updated when client responds with a "thank you," "ok," or similar response in acknowledgement to their scheduled appointment (in the same way which closed tickets remain closed after receiving these kinds of responses).

It would be great to pull in license information for Check Point Harmony Products such as Endpoint protection and Email Security. This would allow a reoccurring invoice line to be linked to the subscription and avoid manual updates from an external report.

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

I would like to change the favicon that is shown on the customer portal – right now it’s the red haloPSA favicon which doesn’t match our color scheme at all. Replacing it with our own custom icon preferred, alternatively the ability to set a HEX color code for the existing icon would be a 2nd option Also when going to our portal the loading circle is blue at first, and then changes to our green, is there any way to fix that? Right now the favicon is red, the initial loading circle is blue, and then finally things change to green, which is a pretty bad mis-match of colors Additionally, it would be great to have the option to repeat a background image vertically, right now we had to make a fairly large image in height to have it work on every possible screen/mobile device, but the caveat is that the background image takes a second or two to load in. If we could just have it repeating on the Y axis that would solve the problem, but I was told that it's not possible, even by custom CSS at this time.

At the moment, the print ticket function can only export public notes and resolution notes which are visible to the end user, we have tried configuring the HTML of the print ticket PDF template but unable to include all private notes and actions. The purpose of this is to allow us conducting internal investigation when needed, we tried using report function to extract all actions & note entries against a ticket, but it does not include any images inserted.

Some tickets are control tickets send from an application and are not relevant to the customer. We have already rules for them and would like the option 'Show to end user' to be available within those rules. I've already added this option in the ticket details but it remains handwork to tick this option on or off.

Halo's asset management is strong, but it's difficult for engineers to quickly understand how a client is configured. Currently, the main approach is to view all assets and filter by client, which works for inventory management but not for understanding a client's environment. I'd like to see a client-centric view that brings together sites, network information, cloud platforms, applications, voice systems, documentation, and key operational details in one place. Rather than creating custom asset types and fields for everything, Halo should provide an out-of-the-box way to present this information logically and visually. Enhancements to the dependency map would also be valuable, including custom asset icons, logical and physical layouts, improved relationship mapping, and client/site filtering. The goal is to make Halo the single source of truth for client knowledge, reducing reliance on third-party tools such as Auvik, Zabbix, IT Glue, or Hudu for understanding how a client's environment is connected and supported.

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

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.

Find it incredible that this is not implemented. We get customers asking when something was actioned or changed all the time, usually for compliance. How are you meant to locate a ticket for something that was done months ago within thousands of tickets if you cant search for it? Especially when all know the ticket summary is usually some obscure email subject the user set.

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.