From ticket forecasting to a dedicated chat workspace, Q2 2025 introduced a host of new features designed to give teams more flexibility, visibility, and control across the platform.
Whether you’re looking to improve forecasting accuracy, streamline admin access, or build more dynamic workflows, these updates are all about helping you do more with less manual effort.
Here’s a full breakdown of what’s new in HaloPSA this quarter.
1. A Dedicated Chat Workspace
You can now access conversations through a new full-screen Chat area, available by enabling Show the Chat area in Config > Chat. Once switched on, a Chat icon appears in the side menu, allowing agents to view and manage conversations in a structured workspace – rather than relying on the smaller floating chat bubbles.
The Chat area offers several filtered views, including My Conversations, My Team’s Conversations, All Conversations (for admins), Active, and Closed. A new permission, Conversation access level, controls which views an agent can access, providing a more secure and customisable experience for larger teams.
2. Browser-Style Tabs for Agents
A new multi-tab experience has been added to the agent interface, making it easier to move between records without losing your place. Once enabled in Advanced Settings or under individual agent preferences, the top navigation bar becomes a tabbed view. Each tab retains its state, allowing agents to work across multiple tickets, assets, users or reports simultaneously – all within a single browser window.
Additional configuration options have been introduced to control how records open. For example, enabling the new ‘Open in a new Halo tab’ setting for List Preview Mode or Popout Display ensures agents can view record lists and detailed views side-by-side, significantly improving productivity.
3. Smarter Invoice Follow-Ups
You can now view a filtered list of overdue invoices from the main invoice list and send reminder emails directly from both the list and invoice detail screens. A new email template (ID 345) is used for these reminders, and the ‘Last Reminder Sent’ date can now be displayed as a list column for better tracking and follow-up.
4. More Flexible Billing Rules
You now have more granular control over how billing rules are applied. New filters have been added under each billing rule, allowing you to base conditions on custom fields from tickets, actions, or agents – as well as agent roles or summary text on tickets. This gives you greater precision when defining billing logic and ensures rules only apply where relevant.
5. Forecasting Ticket Volumes with TimeGPT
A new module has been introduced to help track and predict ticket volume based on historical trends. Once configured, Halo records hourly ticket counts for specified types and sources. These metrics are logged automatically to a historical data table and can also be imported retrospectively.
To forecast future demand, Halo integrates with Nixtla’s TimeGPT. After configuring your API key, you can generate predictions over your chosen horizon, ranging from hours to months. You can also enhance forecast accuracy by tagging historic or future events (such as marketing campaigns or public holidays) that might impact inbound ticket volumes. Forecasted values are stored in a separate output table and can be used in custom reports and dashboards.
6. Customer-Specific To-Do Groups
To-do templates can now be tailored by customer. You can assign different To-do Groups to individual customers, ensuring only the relevant items appear on a ticket when the template is used. A new configuration tab has also been added to the Customer record to simplify setup and management.
7. XLS Import for Quote Lines
Quotation lines can now be imported in bulk using Excel. Profiles for these imports can be managed directly from the Quotation Settings area, enabling teams to build complex quotes faster and with less manual entry.
8. Admin Mode for elevated privileges
A new Admin Mode feature adds an extra layer of protection for administrator accounts. Instead of being granted elevated privileges immediately upon login, administrators now need to manually activate Admin Mode through the sidebar or by entering the Configuration area. This triggers a two-factor authentication challenge before access is granted.
Once verified, the session becomes elevated and remains so for one hour by default – though this can be configured. Admin-only content, such as restricted tickets or configuration options, will only be available while in this elevated state, reducing unnecessary exposure and improving session security.
9. Secure One-Time Password Sharing
A new feature in the ticket menu allows agents to securely share one-time messages, such as passwords or sensitive information, via a time-limited link. You can also add an optional passphrase, which should be shared via a separate communication channel. These messages are only accessible to the ticket’s end user via the portal, ensuring secure delivery.
10. Expanded AI Suggestions
AI functionality has been extended across several areas of the platform. At the ticket type level, you can now split AI-matched results into separate tables for Incidents, Requests, and Problems. AI suggestions can also be displayed at action level, and a new setting allows them to be shown as contextual hints while logging actions.
11. Action Groups
Actions on tickets can now be grouped under labelled categories using Action Groups. These can be created via Lookup Codes in Advanced Settings, where you can define names, colours, and icons. Once set, actions with an assigned group will appear in dropdowns, making it easier to navigate long timelines or identify grouped workflows at a glance.
12. New Dashboard Repository
To help you get more value from dashboards, we’ve introduced an online repository of pre-built dashboards created by our consultants. You can access it via the globe icon in the top-right corner of the dashboard screen. Matching is based on report names and filter configurations, and the list of available templates will expand over time.
Want to Find out More?
For further information and to see all new features, click the question mark in the top right of your screen, then select ‘Show Release Details’.
To find out more information about future developments, look at our roadmap here!
If you’d like to speak to one of our team about specific features, or have any more specific questions, please contact your Customer Success Manager or feel free to contact us and we will get in touch as soon as we can!
