Feature Requests

Regardless of the action field (note vs. private note), the "Hide from User" default in Halo needs to be used to filter notes from being shared publicly/externally facing to customers.

Add support for automatically sending custom feedback survey links by email after a ticket is closed, especially for tickets created through the Teams chat app. Current survey delivery through chat flows can be delayed, and Teams notifications may direct users to the generic Chat tab instead of the specific ticket conversation, creating a confusing experience. The requested enhancement would provide additional survey delivery methods, including reliable email delivery directly to the ticket’s primary contact without requiring manual actions or dependence on the user’s communication channel. This would allow organizations to send non-CSAT surveys, such as Microsoft Forms links, in a more consistent and user-friendly way.

When a tech creates a new ticket using the New Thread button, the board field should automatically pre-populate based on that tech's default board configured in their PSA account (ConnectWise). This would reduce friction for techs who are unsure which board to select, as each member has a default board associated with their PSA account.

Users have requested that HaloPSA pods be compatible with the Safari web browser. Currently, pods do not load in Safari, and the feature is officially unsupported, which causes difficulties for teams that primarily use Mac devices where Safari is the default browser. Adding Safari compatibility would allow these users to access and use HaloPSA pods without switching to a different browser.

Connectwise Manage has a field that is a checkbox for Yes or No - called Customer Updated. If a customer responds to a ticket, that field gets checked. We have to leave Thread to go in to Manage to uncheck that box. It would be nice if we replied to a customer if that field was updated to No (unchecked)

Every note created by thread has the beginning of the message in the title. It would be better to have a generic title or even juste a .(dot) in the title so it is more readable when looking at the ticket in AT

ConnectWise doesn't allow for impersonation in the audit trail and to get around this, might be able to create multiple API keys and using them for specific flows in Thread, so there's an audit trail as to what flow was triggered, etc.

We would like Thread to provide an API that exposes the original PSA (Autotask) IDs for contacts and companies. This would allow us to reliably cross-reference and link data between Thread and our Rewst apps, enabling features like generating quick chat links and accessing Client Intelligence data. Currently, Thread uses its own internal IDs, which makes integration challenging. Exposing the PSA IDs would greatly improve interoperability and automation between platforms.