Feature Ideas

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

When entering time at present It must be one contiguous block that is either all billed or all not billed. Depending upon global settings it can be defined by a duration and end time, or by start and end time. But there is no way to account for other overlapping time entries. A time-tracking field that lets you enter an amount of time to deduct from a time entry without changing the start and end times would allow for this and avoid a lot of tedious small time entries. For instance, a servicedesk tech working on one matter (ticket A) gets interrupted by a call (ticket B). They handle the call, make a time entry for that, and return to the first task. In the current system, they will end up billing the duration of the call to both tickets A and B unless they make separate time entries for ticket A before and after the call (ticket B). Importantly, this gets a lot worse when that agent is interrupted more than once. With a deduction field, the tech makes their time entry for ticket B when they take the call. Then when they make their entry for ticket A, they enter the correct start and end times and then take the duration of ticket B and enter it in the deduction field. The number of time entries required to bill (or not bill) all time correctly reduces a lot and ticket notes are simpler and more readable. On top of that, an option to automatically deduct the duration of overlapping time entries would make this super simple. This could be a button or checkbox next to the deduction field that automatically calculates the deduction upon request.

Currently an action only allows the ability to make the agent a follower of the parent ticket. We would like for this to be an option for the child ticket created from an action button so that agents are able to follow a child ticket in teams they don't have access to. Currently agents have to manually add themselves as a follower on a child ticket and if they forget they lose the ability to add themselves later resulting in them having to contact the team to do this manually.

My first EOFY with Halo, and I wasn't able to run a stocktake. I can belive how they dont have this built in. No way to go and count all your in stock hardware and make sure its all accounted for. Im sure I cant be the only shop that uses halo and has stock that needs to be chaecked each year (or should be more frequently). Im not even in retail and this is a need. Anyway, support said just run a report and check it off. It would take far too long to count everything and manually match it off against a list. Instead, I knocked up this stocktake app that pulls in all the stock and allows me to just scan everything with a barcode scanner to count it. Spent a couple hours making it and then only an hour or two stocktaking. Much quicker and a far better result, as I am able to get reports out of it and reasons for missing stock. It counts serial numbers too, not just item quantities, so I can verify that everything I think should be here is actually here. Syncro had something like this built in, which is where my inspiration for how this operates came from. I would love it if Halo could implement this as a module, but in the meanwhile, maybe this can help others. https://github.com/ElliottsTech/Halo_Stocktaker

Techs use a templated ticket with To List Items. Each to Do List item is also a hyperlink that can be linked via hyperlink to either an internal knowledge base article / process, or externally to an SOP (in our case Hudu).

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

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.

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.

It would be really useful to add a customers account manager to the self service portal. If this was implemented it would also help me as I use the Halo SSP and if I could see my account manager I could look there rather than me needing to ring up and ask. It's something I see on other portals I work with and it might be nice to have! See image attached.

A recent update has made it possible to add fields as read only to an approval process. This seems to only apply to the agent portal, approvers viewing the approval from the end user portal are still able to edit the fields It would be exteremely helpful if the fields were also read only on the end user approval/rejection screen to allow information to be presented to the approver.

We would like a feature that prevents tickets from being re-assigned back to "Unassigned" once an agent has taken ownership of them. Our current workflow suffers when tickets are dropped back into the unassigned area after work has already begun. We need a setting either at the Ticket Type, Team, or Field level that restricts the "Unassigned" option in the Agent dropdown to only apply to brand-new tickets, blocking users from selecting it during subsequent re-assignments.

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.

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

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

Allow more depth knowledge base settings, Allowing sub categories within an existing parent category Linking articles to customers, one or multiple without having to grant a customer a whole category in Halo article template types - templates for agents to select from when adding articles