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

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?

When entering data on some screens, you press the Escape key to efforts to close the pop up / overlay window but instead it closes out the entire series and takes you back to the parent screen.

It seems Halo’s Microsoft Teams “End-User Chat” integration (installed via manifest.json) still relies on the Skype legacy connector, which is outdated and not fully compatible with modern Teams functionality. Because of this, sending Teams-native emojis (from the emoji picker) or images/files will always break the chat, resulting in the following message: “The bot encountered an error. Please cancel the current conversation if necessary and try again. If the issue persists, contact support for assistance.” Current Issues • In the manifest.json configuration, supportFiles is set to false. This means the integration isn’t built to process attachments. • The Chat Profile setup includes options like “Allow file uploads,” suggesting this should work — but it doesn’t. • Since Teams automatically sends emojis and pasted images as inline image attachments, this mismatch causes consistent chat failures when users use an emoji or paste an image into the chat using keyboard shortcuts. • Users must type a “/Start a new conversation” command to begin chatting, which isn’t consistent with normal Teams behavior and feels unnatural – especially for non-native English speakers who expect to start typing in their own language as they would in any regular Teams chat. If they miss this step and type anything else, the chat replies with “I do not understand the command”, which feels confusing and off-putting in what should be a natural, conversational experience. Proposed Solution Rebuild the Teams “End-User Chat” integration using the Microsoft Bot Framework v4, which would require an Azure Bot registration. From our understanding, this would address the underlying limitations by: • Supporting Teams-native emojis and inline images properly. • Enabling reliable handling of files, images, emojis, and attachments. • Aligning Halo’s Chat Profile upload settings with actual functionality. • Allowing removal of the “/Start a new conversation” command by automatically detecting new conversations. Why This Matters • The Skype legacy connector is deprecated and not compatible with modern Teams message formats. • The Bot Framework v4 supports Teams-native emojis, attachments, adaptive cards, and conversation events. • This would add significant value for many customers, allowing end users to reach their service provider through Halo natively within Teams, where they already work every day.

When entering notes for a quote the field is a plain-text entry. You can manually put HTML in it to show up on quotes but it is extremely hard to read and work with. It also forces you to manually code your HTML. This means if you want to have well styled and presentable notes on a quote for a client whoever is writing them needs to know html. Tech Stuff: The field is "Quotations"->"Quotation Details"->"Notes" and the data is stored in $QUOTENOTE when presenting it on the PDF quote.

We like the "Mark action as Important" for pinning critical actions in a ticket. I believe Halo users need access to edit all other users' actions to be able to do this. Is it possible to separate out the access required to mark as important so that we don't have to give all users permissions full edit access on all actions? Bonus points for having a separate entry in the screenshot to mark as Important.

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 have saved contacts in the address book in Halo. When clicking on the "TO" field of the ticket email interface, I can see the address book entries at the top, but there is no way to select one of those email address to add to the TO or CC fields, without manually typing it in. Feature request: Provide an clickable option to add an email address from the Address Book to the TO/CC field when sending a client email from a ticket. (Alternatively, a double-click, or drag & drop, or some way to do it). Frustration to be solved: Not having to manually type in (or copy/paste) email addresses that are already shown in the address book above

Since a recent update we can open tabs within Halo, great! It would be nice to be able to move the order of the tabs.

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.

can we have an option that automatically forces halo to not ever send emails to users/mail recipients that have an email address of noreply@ optionall also postmaster@ as invariably thats also due to a mailbox not existing I keep having to deal various loops when this crops up. maybe just a blacklist of email prefixes or full addresses with the option for wildcards that it never mails.

Have the ability to create Dashboard Only Agent for Interactive Displays Similar to API Agent.

Projects need stages to group tasks Tasks need to be ordered No way to bulk slide task dates if there is no date to start with. Calendar view needs to be more interactive, drag/drop tasks, etc It would be nice to see all notes on child tickets at the parent level. ...in other words, I should be able to look at the top level project and see a summary of all the notes/conversations that are happening on each task.

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

Sometimes a ticket can relate to multiple knowledge base articles. It woule be very beneficial to be able to link multiple KB articles to a single ticket.