Feature Requests

When a ticket is picked up from Triage Status, the tech calls the contact, if they don’t answer they leave a VM and set the status for call back 1st attempt. Once the ticket goes to Callback 1st Attempt Over 8 Hours, a tech attempts a 2nd call, if there is no answer they send a timezest. Every call needs documented in the ticket and the notes should be emailed to the ticket contact.

Allow automatic insertion of the ticket owner’s (technician’s) name as a variable in internal notes added by flows. Example note: 'Action needed: Please reassign this ticket to a resource who is available on Monday and Tuesday. Why: This ticket was moved back to Dispatch because it was updated by the customer or reopened on DP Service East or DP Service West during {{Ticket Owner}}’s off hours. Flow triggered: DPSE / DPSW – Off-Day Ticket Reassignment to Dispatch.' This would help teams quickly identify which technician is unavailable and streamline ticket reassignment.

When a user submits a ticket via the Thread Slack app and their Slack account is not linked to a contact record in HaloPSA, the ticket is created blank with no user information. This makes it difficult to identify and resolve the issue quickly. The request is to add an automatic error message or notification in Slack when a ticket is submitted by someone who is not listed as a client contact in HaloPSA. The message could clearly state that the submitter is not in the client contact list, helping administrators address the problem and ensure proper mapping.

Currently flows only trigger once per ticket. It would be useful to have the option to allow certain flows to run multiple times per ticket.

Adding a pause in the flow to only move the ticket after a minute would give time for the triage agent's reply to be sent, preventing premature status updates and workflow triggers. This would help avoid tickets being moved to the helpdesk board and then immediately reopened due to late replies, reducing confusion and improving workflow reliability.

Aaron Tuomala requests that the Recap generated by Flow automatically include the same level of historical ticket detail and pattern analysis as provided by Magic AI chat. The goal is for techs to see comprehensive ticket history and recurring issue patterns directly on the ticket, without needing to manually ask Magic. The Flow is already scoped correctly, so the improvement should focus on the Recap output itself. This would streamline technician workflow and ensure consistency in information quality.

Bulk Edit Flows Actions to add them to folders, delete them, enable/disable, etc

It would help with the loading times if the search stayed put until cleared. Often times I am clicking into the flow to check something then have to search for it again because when I click the back arrow, the search has cleared.