This release introduced a set of enhancements focused on improving day-to-day efficiency, configurability, and automation across the platform.
From smarter AI-driven categorisation and acknowledgements, to faster configuration management and improved ticket filtering, these updates are designed to help teams work more effectively while maintaining control and flexibility as they scale.
See what’s new below.
1. Dynamic Filters on Ticket Lists
A new setting under Configuration > Tickets > General allows agents to create dynamic filters when viewing any ticket list.
These filters can be shared via a direct link, giving agents greater autonomy to customise their views and quickly surface tickets that meet specific criteria.
2. AI Category Suggestions
A new setting has been introduced under Configuration > AI: Enable AI suggestions for Category Values. When enabled, up to 50 category values can be selected for the AI to consider during category evaluation.
This introduces a new approach to category assignment that does not rely on accurate historical ticket data being present in your Halo system. Instead, AI analyses the details of each ticket and intelligently aligns it with the most appropriate category.
This works alongside the existing historical-matching method (which remains available), giving customers the flexibility to choose the approach that best fits their environment. For organisations that are new to Halo, have limited historical data, or are unsure of the accuracy of their existing data, this ensures AI features can still be used effectively, unlocking time-saving automation across triage, reporting, and billing processes.
3. Search for Settings in Configuration
HaloPSA’s flexibility is one of its biggest strengths, but with thousands of configuration options, finding the right setting can sometimes be time-consuming.
To address this, a new option under Configuration > Advanced Settings enables search across all Configuration menus.
Administrators can now search for a setting by name, jump directly to the relevant configuration page, and automatically scroll to the selected option. This significantly improves speed and usability when managing or reviewing configuration changes.
Configuration search is available across all configuration modules, excluding Integration pages.
4. Filter Options on Child Tickets
Designed to enhance the user experience across Project and Problem Management (among other areas), it is now possible to apply filter profiles to any Child Ticket tab.
Whether you’re reviewing remaining open tasks within a project or identifying incidents that have not yet been responded to as part of a Problem Management process, this feature enables technicians to quickly and efficiently identify child tickets that require their attention.
5. CSP Subscription Product Import
Building on existing processes used for other license management integrations, Subscription Product imports have now been added to the CSP integration.
This enhancement automates license billing by automatically creating new products when a subscription is imported into Halo via the CSP integration. A corresponding line item is then added to the client’s recurring invoice, with the quantity dynamically linked to the subscription’s license count.
Subscription pricing can also be imported directly from Microsoft’s Pricing List and matched to the relevant subscription, ensuring pricing remains accurate and up to date.
Note: This feature is available to direct resellers only.
6. AI Acknowledgement Emails
A new option has been added to Ticket Type configuration to enable AI Acknowledgement emails.
When enabled, the standard pre-templated acknowledgement is replaced with an AI-generated response. A custom prompt can be defined at the ticket type level, allowing you to tailor the tone and content of the acknowledgement. Dollar variables can also be used within the prompt, enabling the AI to suggest initial resolution or remediation steps, or simply deliver a more personalised acknowledgement than a typical system-generated response.
To include the AI-generated content in your acknowledgement templates, use the new $AIACKNOWLEDGEMENT dollar variable.
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!