Thoughts

The Care and Feeding of Meat Computers: Episode 1 – A Companion Guide

By  
El Copeland
October 28, 2024
•
20 min read
Fundamental Skills
Share this post

Welcome to The Care and Feeding of Meat Computers

The article you've stumbled across is the first in a collection of five blog posts meant to be an extension of The Care and Feeding of Meat Computers series which I’m releasing on the Rising Tide YouTube channel, born from a talk I shared at MSPGeekCon 2023. These companion guides are intended to help provide links to resources, research, and books that informed parts of this collection. The goal is to give you enough information and connections so you can dig into these concepts, including things that I cut from the talks for time or other organizational, boring reasons. I am also going to include some questions at the end of each guide to help you facilitate conversation with your team or to further deepen it!

Before we go much further, it's important to me to also extend my gratitude to the people who helped me make sure this talk happened in the first place. Heather and Brian at Gozynta encouraged me as I wrote and honed this concept the first time and generously sponsored me to attend MSPGeekCon and give this talk. Matt Fox, for the reliable perspective, fresh jokes, and tots. Alicia Gregory for academic and psychological insight, a cache of useful journal articles, and listening to me cry basically bi-weekly for nearly a decade.

Of course, last but not least, my business partner, Mendy Green, for believing in me and that this concept needed to see the light of day at all instead of just our five-minute-long WhatsApp voice notes.

Who this talk is for? You.

If you’re here, there’s a good chance you’re involved in technology, whether you follow Rising Tide, are a part of the MSPGeek community, or otherwise found this series while searching the depths of the internet. Regardless of who you are or where you’re from, come on in, make a cup of something warm, and have a seat. I hope that you will find each word expressing my sincere love to the tech community, specifically to those often-unsung heroes, the nerds whose daily, Sisyphean job is to balance the science behind tech with the increasingly important art of human understanding.  

This series is for those of you who may feel (or those of you who manage and collaborate with those who feel) more at home with your hard skills compared to soft skills. It’s completely understandable: in our society, and especially in tech, we tend to believe hard skills are the “real” skills, while soft skills are secondary or nice-to-have. But don’t let your imposter syndrome about the places you feel weak dictate what is real or true! Just because something can easily be expressed through certifications doesn’t mean they are more valuable or will help you live a more fulfilling life. In fact, you may have even been called “gifted” when it comes to technology, and as such, choose to feed that part of you, first. If we consider some of the theories about giftedness, specifically Renzulli’s three-ring conception of it, giftedness for any skill comes from ability, creativity, and commitment.  

Renzulli's Three-Ring Concept of Giftedness

My goal with this series is to challenge the view that hard skills are respected and most prized; and to encourage us to reframe “soft skills” not as something separate or less-than, but as essential, accessible, and attainable, intertwined with our technical expertise. We may not come by it naturally, as in an above-average-ability, but with creativity and commitment, we can develop these skills as well!

I specifically want us to look at soft skills in a way that outright refuses the notion that as you are, you are bad, undesirable, or unacceptable. While there are certain social standards that you may have been trained to adhere to, I want you to put those rules aside for these conversations. If you’ve ever felt like you’re expected to fit a mold to be successful—whether to be more charismatic, more structured, or even more proper—this series is for you.  

Being you is a good thing to be.

I’ve held a ton of jobs in a wide variety of industries and tiers of responsibilities. Despite my breadth and depth of experience and knowledge, I’m not interested in being revered as an expert. Experts tell you what you’re supposed to do and exactly how you’re supposed to do it to guarantee success. I’m sure my disdain for this snake-oily social power dynamic shows consistently in things I say and my approach in this series. Why the sass regarding experts? I want you to know and truly embrace the fact that your value as a tech professional goes beyond fitting into the boxes people want to put you in. Your value as a tech professional goes beyond fitting into the boxes you want to put yourself in! I’m not an expert, experts want you to be like them. I want you to be like you.  

You have these skills: you have social skills, you have people skills, you have soft skills. Regardless of if they fit into what some expert tells you is “correct,” if you’re a little bit weird, I want you to embrace it.

You’re here because you’re passionate about technical solutions, and you’re here because you’re looking for ways to develop further yourself and your community. I propose to you that your passion for technology is actually a powerful tool, if not the most powerful tool, in developing your soft skills. You can use your technical intelligence to boost your Emotional Intelligence.

It’s time to stop kidding ourselves that hard skills are technical and measurable while that soft skills are just a “personality trait” exemplified by gentle people like women and mothers. This belief implies two terrible, not-true things:  

  1. some people just “have it” and are naturally good team players while there are others who are destined to never expand beyond their personal hangups.  
  1. people with only hard skills and no soft skills are the only ones who make good business people and leaders.  

This is a disservice to you and those who you work with. You have soft skills, and developing and enhancing them is vital to your personal and professional growth. Here’s the thing: soft skills are hard. But that doesn’t mean they aren’t worth shaping or that they’re out of your reach as a technical, linear-minded person. Soft skills are hard-won through life experiences, loss, pain, and PRACTICE.

These concepts fold neatly into coding ideologies like Human-Centered Design and Human-Computer Interaction. You are technical, you are practical. Humans are hard. Let’s reframe this to help ourselves be more successful. I propose that soft skills aren’t the opposite of hard skills, but an evolution of them, and if you find them hard, perhaps you just need to look at humans as what they are: complex meat computers that really just want to do what they can to survive and thrive in the world they’ve inherited, just like you.  

So together, let’s flip the script and let’s start with reframing a questions we often ask, to see how we can better harness our natural penchant for hard skills and alchemize them into above average soft skills.  

Join me as we elevate the question, “Why aren’t people more like computers?” to “Why might people be too much like computers?” Instead of following a set of rules, I want you to ask yourself, “what if I treat people with just as much care and curiosity as I treat computers? What would my life, my job, and my relationships look like, instead?”

Video Chapters

  • Soft Skills are Hard It’s ok to admit that soft skills are harder to you than hard skills. It’s not ok to never develop them further. Know your limits. And then dare to go further.  
  • Nuance rules over Rules Life is complicated. You don’t need a list of rules to know what right looks like. What is the heart of the laws you’ve been given? Mindlessly following rules will rarely get you the results you dream of.  
  • People over Tech Services work is rarely about the technical part and more about being curious and care-full about the people in our care!
  • People over Stack Success comes from bringing your entire self to the table. No two people, no two MSPs are alike.
  • People are Puzzles worth solving How do we, as technical people who love to solve puzzles, look as humans as solvable puzzles instead of pain points?
  • People are Tech It’s not that humans are not like computers, it’s perhaps that they are too much like them.

Additional Resources and Recommended Reading

To deepen the concepts discussed in this series, here are several resources for further exploration:

Terms and Concepts

  • MSP (Managed Service Provider) - Companies that remotely manage a customer’s IT infrastructure and systems
  • Sisyphean - A task that feels endless and difficult, based on the Greek myth of Sisyphus, who had to roll a boulder up a hill forever
  • Hard skills - Skills that involve specific knowledge or abilities, often technical, that can be measured or certified
  • Soft skills - Personal skills like communication, empathy, and teamwork that help you work well with others
  • Imposter syndrome - A feeling that you’re not as capable or skilled as others believe, even if you are
  • Snake-oil - Something that is falsely advertised or exaggerated, originally referring to fake medicine
  • Social power dynamic - How power and influence are distributed in social interactions or society
  • Human-Centered Design - An approach to creating products that considers people’s needs, wants, and limitations.
  • Human-Computer Interaction - The study of how people interact with computers and design technology that is easy and enjoyable to use.
  • Emotional Intelligence (EQ) - The ability to recognize, understand, and manage emotions in yourself and others.

Books and Research

Questions for Team Reflection

If you’re watching this series with a team, here are some questions to guide your discussion and help you make the most of these ideas:

  1. Favorite Tech: What is your favorite piece of tech? What is the best device or tool you’ve used or owned? Why is it your favorite? How much time did you spend configuring its settings and developing your own abilities to use it?  
  1. Self-Assessment: Which soft skills come naturally to you, and which feel more challenging to develop? How do these impact your day-to-day work with clients or teammates?
  1. Curiosity as a Tool: Have there been times when a “difficult” user or teammate surprised you with their insights or perspective? How might approaching people with curiosity change your interactions?
  1. Rule Reflection: Are there any industry “rules” you follow that don’t serve you or your team well? Where did they come from? How can you find the “why” behind those rules and adapt them to fit your context? If there isn’t a good “why”...why are you still doing it?  
  1. Growth Areas: What soft skill do you most want to develop? Consider using the resources linked above as a starting point to dive deeper into that area.

That’s it for Episode 1! Tune in for our next Episode: The most expensive piece of technology you’ll ever see.  

‍

Share this post
El Copeland

As Partner and Business Consultant at Rising Tide, I help organizations align culture with efficiency, bridging the gap between strategy and the everyday systems that make it work. I’ve spent my career leading diverse, cross-functional teams and building communities where people actually want to learn and collaborate. With roots in technology, education, user experience & design, and project management, I specialize in turning complex ideas into clear, actionable plans that keep both people and projects thriving.

Outside of work, you’ll usually find me weight-training, gardening, or rewatching Doctor Who with a cat in my lap.

See some more of our most recent posts...
By the [run]Book
February 18, 2026
8 min read

By the [run]Book: Episode 15

Episode 15 of By the [run]Book covers Halo v2.208 and the start of v2.210, highlighting improvements to SLA response targeting, shift clock-in/clock-out tracking, bi-monthly billing schedules, and expanded team leader permissions. Mendy and Robbie break down what these changes mean for MSPs refining service delivery, billing workflows, and internal access control.
Read post

Episode 15 of By the [run]Book covers Halo v2.208 and starts into v2.210, with Mendy and Robbie walking through SLA refinements, shifts/time tracking updates, billing cadence improvements, and tighter access controls across portals and reporting. Key moments include new SLA response targeting options, a clock-in/clock-out widget for shifts, a bi-monthly schedule period, and expanded team leader controls. This is a useful episode for MSPs looking to tighten operational workflow, reporting governance, and self-service experience improvements.

Watch Now: By the [run]Book: Episode 15
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.

Added an option to Service Level Agreements to enable a different First Response Target to Subsequent Responses | v2.208 #988897 | 2:04

Adds an SLA option so your first response target can differ from subsequent response targets.

  • Better reflects triage vs ongoing comms
  • Cleaner SLA reporting for service teams

Added the FAQ List Ticket field as an available option for workflow automation criteria | v2.208 #987268 | 6:13

Adds the FAQ List Ticket field as a workflow criteria option.

  • Enables knowledge-base-driven workflow logic
  • Helps route/handle KB-related ticket workflows more precisely

Added a Chat Profile setting to allow the update of the End User of Tickets linked to an Anonymous Chat if the haloChat_inboundEvent_upgradeAnonChat is successfully called | v2.208 #984332 | 7:31

Allows ticket end-user updates when an anonymous chat is successfully upgraded.

  • Improves attribution of chat-created tickets
  • Reduces manual cleanup after anonymous-to-known identity transitions

Added a "Clock in, Clock out" widget for Shifts | v2.208 #984138 | 8:00

Adds a clock in/clock out widget for Shifts.

  • Helps formalize on-duty time tracking
  • Useful for after-hours / on-call patterns

Added a 2 monthly schedule period option | v2.208 #979982 | 10:45

Adds a 2-month schedule period option.

  • Supports bi-monthly billing cadences
  • Reduces schedule workarounds

Added multiple improvements to Knowledge Base latest article links | v2.208 #979751 | 10:59

Improves Knowledge Base latest article links.

  • More consistent KB navigation as articles change/version
  • Helps avoid “stale link” confusion

Added the option 'Visible - Read Only' to Agent Asset details screen visibility | v2.208 #979737 | 11:49

Adds “Visible - Read Only” for Agent Asset details visibility.

  • Lets agents view key fields without editing
  • Supports tighter asset governance

You can now configure a ticket to load balance upon reopening if the assigned agent does not meet the mandatory qualification matching criteria | v2.208 #979563 | 12:53

Adds load-balance on reopen if assigned agent doesn’t meet qualification rules.

  • Keeps qualification matching consistent over the ticket lifecycle
  • Helps avoid “reopen back to wrong resource” situations

Added a module for an integration with Opinyin | v2.208 #978437 | 13:06

Introduces a module for an Opinyin integration.

  • Relevant if Opinyin is part of your customer feedback stack
  • Worth evaluating for review/feedback workflow alignment

You can now send test emails for individual Mail Campaign email messages | v2.208 #977085 | 13:42

Adds test email sending for individual mail campaign messages.

  • Helps validate content before sending live
  • Reduces campaign mistakes

Added multiple new Halo API Actions in runbooks | v2.208 #974932 | 13:50

Adds new Halo API actions in runbooks.

  • Expands no-code/low-code automation options
  • Reduces dependency on custom calls in some workflows

Added a new setting to split Knowledge Base view counts. When enabled, the End-User portal shows only User views | v2.208 #971344 | 14:52

Splits KB view counts so end users see only user views (when enabled).

  • Cleaner end-user analytics
  • Separates agent/internal browsing from customer consumption

Added item group restrictions and a running cost total when adding items to new tickets on the self-service portal. | v2.208 #971032 | 15:27

Adds item group restrictions + running cost total on portal ticket item selection.

  • Better guardrails for what customers can request
  • More transparent cost expectations while building a request

Added a Ticket Reference field that can be searched and included in column profiles | v2.208 #968004 | 17:39

Adds a Ticket Reference field that’s searchable and usable in column profiles.

  • Helpful for ITSM-style reference formats
  • Improves filtering and reporting in list views

Service subscribers are now grouped | v2.208 #963508 | 18:56

Groups service subscribers.

  • Improves clarity around AND/OR logic in subscriber conditions
  • Makes complex subscriber setups easier to maintain

Added dollar variables ($) CONTRACTSLA, CONTRACTSUBTYPE & CONTRACTSTATUS | v2.208 #935851 | 19:55

Adds $ variables for CONTRACTSLA, CONTRACTSUBTYPE, CONTRACTSTATUS.

  • Improves template and workflow flexibility
  • Useful for notifications, templates, and automations

Improvements to Agent Resource Booking | v2.208 #935781 | 20:00

Adds improvements to Agent Resource Booking.

  • Enhances appointment booking workflows
  • Helpful if you’re trying to reduce reliance on external schedulers

Added options to encrypt variables and responses in Custom integration methods & Runbooks | v2.208 #882510 | 21:41

Adds encryption options for variables/responses in integrations/runbooks.

  • Better security for sensitive values used in automations
  • Especially relevant for API keys and secrets

You can now set an expiry date for software against an asset | v2.208 #880465 | 22:33

Adds software expiry date tracking on assets.

  • Supports proactive renewals
  • Enables automation around expiring software

Added a ticket type level setting that can allow you to show/hide approval actions for end-users. | v2.208 #859228 | 22:54

Adds ticket-type control for end-user approval action visibility.

  • Keeps the portal cleaner where approvals aren’t relevant
  • Useful for differentiating internal vs customer-facing ticket types

Added functionality for team leaders to modify their agents’ preferences | v2.208 #855276 | 23:07

Allows team leaders to modify agents’ preferences.

  • Supports delegation without full admin access
  • Helpful in scaled team structures

Added the ability to bulk add assets to a ticket via the asset search modal screen | v2.208 #835383 | 27:26

Adds bulk add assets via the asset search modal.

  • Speeds up multi-asset incident/service request logging
  • Reduces repetitive clicking

Added the ability to set a chat profile override at user role level | v2.208 #834258 | 28:11

Adds chat profile overrides at the user role level.

  • Standardizes chat behavior by role
  • Helps maintain consistency across teams

FAQ lists can now be included in Knowledge Base links and will auto-expand on open | v2.208 #833936 | 30:24

Allows KB links to include FAQ lists and auto-expand on open.

  • Faster navigation into the exact FAQ content you want
  • Helpful for portal/self-serve KB UX

You can now specify HTML when setting a pop up note on a ticket rule | v2.208 #825950 | 30:38

Allows HTML formatting in popup notes triggered by ticket rules.

  • Create more readable/structured internal guidance
  • Useful for critical warnings, prompts, and process reminders

Credit notes are now displayed along side invoices on the self service portal | v2.208 #806488 | 33:34

Shows credit notes alongside invoices in the portal.

  • Improves billing clarity for customers
  • Reduces confusion during reconciliation

Added a new setting to limit agents and users to one active session | v2.208 #761279 | 33:52

Adds a setting to limit users/agents to one active session.

  • Helpful for security and account-sharing prevention
  • Supports tighter access governance

Added TD Synnex Quote Line Imports | v2.208 #698431 | 34:03

Adds TD Synnex Quote Line Imports.

  • Speeds quote building for MSPs using TD Synnex
  • Reduces manual entry errors

Added the ability to set specific colours for counters widgets when using dark mode | v2.208 #681842 | 34:07

Adds dark mode counter widget color options.

  • Improves readability for dark mode users
  • Helps dashboard clarity

It is now possible to create downpayment invoices from Sales Orders for both fixed price hardware/projects and time and materials projects | v2.208 #596243 | 34:26

Adds downpayment invoice creation from sales orders (fixed price + T&M).

  • Useful for upfront deposits on projects/hardware
  • Supports cashflow management

Added multiple settings in Self Service Portal settings to limit options to the Web Access Level list | v2.208 #436892 | 35:29

Adds settings to limit portal options to Web Access Level list values.

  • Reduces risk of accidental “too broad” portal access
  • Makes permissioning more controllable

Added the ability to use access control for reports | v2.208 #262984 | 37:46

Adds access control for reports.

  • Lock down sensitive financial/ops reporting
  • Useful for larger MSPs with more role separation

End of 2.208 Q/A and Cats! On to 2.210 | 41:59

When using the Addigy integration a button will show on devices imported to open the device in Addigy | v2.210 #1054688 | 46:52

Adds a deep link button on imported Addigy devices.

  • Faster navigation between Halo and Addigy
  • Reduces context switching for techs

Multiple changes made to the Expenses list | v2.210 #1053141 | 47:06

Multiple changes made to the Expenses list.

  • Improves list usability and admin workflows
  • Helpful if you use Halo expenses operationally

Halo Portal and Agent application (including dashboards) iframes can now be embedded in SharePoint pages | v2.210 #1051449 | 47:32

Allows embedding Halo portal/agent UI (including dashboards) in SharePoint via iframe.

  • Useful for intranet-style “single pane” access
  • Supports internal operational dashboards

A setting has been added to Recurring Invoice configuration so that Recurring Invoices appear in the Ready for Invoice list and are auto-created (if enabled) if the next creation date falls in the current/selected month | v2.210 #1051296 | 47:58

Changes how recurring invoices appear/create based on month selection.

  • Impacts finance workflows—review before enabling
  • Useful for month-based invoice planning

A setting has been added to Contract/Agreement configuration that will ensure when adding a Billing Plan Combination using a Billing Template a record will be added for each matching Contract/Agreement | v2.210 #1050626 | 48:32

Ensures billing template application creates a billing plan record per matching contract/agreement.

  • Helps when contracts renew/change and you still need accurate billing mapping
  • Reduces edge cases in contract-driven billing

Additional import fields have been added to the NinjaOne Device import - Last Contacted and Created Date | v2.210 #1050486 | 51:33

Adds Last Contacted + Created Date fields to NinjaOne device import.

  • Enables stale-device reporting (offline 30/60/90 days)
  • Supports cleanup and license optimization workflows

A setting has been added to Ticket/Opportunity Types so that the "Send" button can be removed from the Quote screen, so that the Quote can only be sent from the Ticket/Opportunity | v2.210 #1049474 | 54:04

Removes quote “Send” button so sending happens only via ticket/opportunity.

  • Enforces process consistency
  • Reduces accidental sends from the quote screen

A setting has been added to the Asset Field properties so that Change History records are not created for the Asset Field | v2.210 #1048570 | 54:35

Disables change history tracking for selected asset fields.

  • Prevents noisy logs on frequently updated fields
  • Helps keep asset records cleaner long-term

A permission has been introduced for Users and User Roles so that Invoice access can be restricted to No Access/Site/Client | v2.210 #1048548 | 55:32

Adds invoice access restriction levels (No Access/Site/Client).

  • Tightens financial visibility controls
  • Useful for role-based access separation

If an overriding Contract/Agreement is set against a Ticket but not configured to show in the Field List then it will still show but only administrators will be able to edit/update the field | v2.210 #1046935 | 56:13

Shows the overriding contract field even if it isn’t on the field list (admin-editable only).

  • Makes hidden billing context visible for troubleshooting
  • Reduces “why isn’t billing applying?” mysteries

Database Lookup functionality can now be used when entering an action using the self-service portal | v2.210 #1046459 | 56:58

Enables database lookup while entering an action in the self-service portal.

  • Makes portal actions more dynamic and guided
  • Useful for structured self-service inputs

Updated Account Integrator released that is compatible with Sage UK v32 (2026) | v2.210 #1046181 | 57:14

Updates the Account Integrator for Sage UK v32 (2026).

  • Relevant for Sage UK accounting users
  • Helps keep finance integrations current

A setting has been added to allow the Ticket entities to be added to a separate group when creating invoices in the "Ready for Invoicing" area | v2.210 #1044974 | 57:32

Adds a setting to group ticket entities separately during invoice creation.

  • May improve invoice grouping/organization depending on your billing setup
  • Worth testing in “Ready for Invoicing” workflow

‍

By the [run]Book
February 5, 2026
8 min read

By the [run]Book: Episode 14

In Episode 14 of By the [run]Book, Mendy and Robbie wrap up v2.206 and break down v2.208, covering key workflow, billing, automation, and portal enhancements. From smarter qualification matching to better project–contract alignment and deeper portal customization, this episode helps MSPs tighten operations and improve control inside HaloPSA.
Read post

In Episode 14 of By the [run]Book, Mendy and Robbie wrap up v2.206 and dive into v2.208. Join us while they unpack a dense set of workflow, billing, automation, and self-service portal enhancements. Highlights include conditional workflow steps, improved qualification matching, project–contract alignment, and powerful new portal customization options. This episode is ideal for MSPs who want tighter operational control, cleaner billing, and more flexible automation inside HaloPSA.

The following features stand out as a few of the impactful changes:

On-call Notification Enhancements #422926

Halo introduced various enhancements to notifications to better support on-call workflows, and Mendy called out that this release note quietly included a massive underlying change. The key takeaway was that important platform-impacting updates can be buried in “notification” notes, so MSPs running on-call should review notification behavior closely after updating.

Assign Contract to Projects & Tasks Created from Sales Orders #1027598

Projects and tasks created from sales orders can now automatically inherit the contract created from that sales order, tightening the link between quoting, delivery, and billing. The hosts emphasized this as a practical fix for MSPs who see project time accidentally hitting the wrong agreement (and wrecking profitability reporting), especially when doing fixed-fee or prepaid project work.

Workflow Automations Using Client/Site/User Custom Fields #1022399

Workflow automations can now use client, site, or user custom fields directly as criteria, reducing the need for workaround runbooks that copy those values onto tickets. The hosts positioned this as a meaningful automation upgrade because it makes routing and logic cleaner, easier to maintain, and more scalable for MSPs with account-specific processes.

Watch Now: By the [run]Book: Episode 14
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.

Full Feature List:

‍
Added the ability to add Azure/Entra distribution groups as followers | v2.206 #770320 | 1:52

  • Allows Entra distribution groups to be added as followers on tickets
  • Reduces manual follower management as staff change
  • Useful for shared service desks or group-based visibility

Added an option in AI settings to generate an AI summary of the article based on the title, description and resolution Added an option in AI settings to use the AI-generated summary of an article to identify and flag potential duplicate articles before submission | v2.206 #767579 | 2:58

  • Automatically generates AI summaries for KB articles
  • Uses AI summaries to detect potential duplicate articles
  • Improves knowledge base quality and search accuracy

When tickets have a Teams chat open, if the ticket is closed, a closure message will be sent to all chats | v2.206 #635732 | 3:29

  • Sends an automated closure message into active Teams chats
  • Helps cleanly close collaboration threads
  • Reduces post-resolution confusion

Various enhancements to notifications to support on-call notifications | v2.206 #422926 | 4:02

  • Improves reliability of on-call notification handling
  • Important for MSPs running scheduled on-call rotations
  • Includes underlying workflow/notification behavior improvements

A setting has been added to Sales Order Configuration so that a specific Status can be set once all Items on the Sales Order are consigned | v2.208 #1034330 | 10:24

  • Automatically updates Sales Order status after consignment
  • Reduces manual order lifecycle management
  • Keeps order views accurate

The setting "Tickets with the default Organisation/Site must be moved before working on the Ticket" can now be overridden at Ticket Type level | v2.208 #1033540 | 12:51

  • Allows specific ticket types to bypass the default org/site restriction
  • Useful during intake and triage workflows
  • Prevents inconsistent admin vs engineer experience

"Do not disturb" mode for Halo notifications | v2.208 #1028655 | 16:04

  • Enables agents to temporarily suppress notifications
  • Requires global setting to allow toggle
  • Useful for focused work sessions

A setting "When creating Projects and Tasks assign the Contract created from the Sales Order" has been added to Configuration > Sales Orders > Processing Sales Order Lines that allocates Projects and Tasks created from Sales Orders to the Contract created from the Sales Order | v2.208 #1027598 | 17:27

  • Ensures project time is tied to the correct contract
  • Prevents agreement profitability distortion
  • Reduces manual reassignment after project creation

An Item property had been added to the Milestone so that the Invoice Item can be edited/set after creation of the Milestone. This Item will be used when creating an Invoice directly for the Milestone only | v2.208 #1027578 | 20:33

  • Allows invoice item changes after milestone creation
  • Improves billing flexibility
  • Applies when invoicing milestones directly

Added Canned Text Shortcuts for Chat | v2.208 #1024945 | 23:07

  • Adds keyboard shortcuts for canned text in chat
  • Speeds up repetitive internal communication
  • Configured at the canned text level

Additional data has been added to the Invoice Line object to store the Origin Sales Order Line that the associated Recurring Invoice was created from and to store the Occurrence Count for Recurring Invoices | v2.208 #1024614 | 28:23

  • Improves recurring invoice traceability
  • Tracks original Sales Order line
  • Stores occurrence count for reporting

Report display improvement when using customised table html | v2.208 #1024326 | 28:55

  • Improves horizontal scroll behavior
  • Reduces layout cutoff issues
  • Enhances report usability

Added Managed Identity via Azure Arc as an authentication option to the Microsoft Entra integration and Office 365 mailboxes | v2.208 #1024317 | 29:36

  • Provides a more secure authentication option
  • Reduces credential storage risk
  • Supports Azure-first environments

It is now possible to set a Tax Exemption reason for a Halo Customer on creation that will be pushed to Quickbooks when the Customer is not taxable | v2.208 #1024297 | 29:44

  • Syncs tax exemption reason to QuickBooks
  • Improves finance consistency
  • Reduces manual adjustments

A setting has been added to allow recurring invoice lines to be hidden by default when viewing the recurring invoice | v2.208 #1024067 | 29:57

  • Keeps recurring invoice views cleaner
  • Allows hidden lines to be revealed when required
  • Reduces confusion from legacy lines

Multiple changes to available $ variables | v2.208 #1023687 | 32:18

  • Expands formatting flexibility
  • Adds additional address/currency options
  • Reduces need for template workarounds

Added the setting 'Automatically create Change Advise Boards from Teams' to Approval Process settings | v2.208 #1023311 | 32:55

  • Syncs CAB boards with Teams membership
  • Reduces manual approval admin
  • Supports structured change management

A setting has been added to the QuickBooks Integrations setup so that a Closed Date can be entered. | v2.208 #1022558 | 33:16

  • Helps protect closed accounting periods
  • Prevents retroactive invoice sync edits

You can now use Client, Site or User Custom Fields for criteria on Workflow Automations | v2.208 #1022399 | 33:41

  • Enables cleaner automation logic
  • Removes need to copy custom field data onto tickets
  • Improves routing flexibility

The variable $ SERVICEID can be used in database lookups to obtain the ID of the Service linked to the Ticket | v2.208 #1021534 | 34:21

  • Enables service-aware database lookups
  • Improves reporting and automation precision

Custom Statistics Tables added | v2.208 #1019726 | 34:32

  • Allows scheduled SQL results to be stored over time
  • Enables trending metrics within Halo
  • Useful for backlog and performance tracking

Decimals are now allowed within the field "Tickets Opened/Closed within the last X days" in AI suggestions | v2.208 #1018082 | 37:42

  • Allows finer tuning of AI suggestion windows
  • Improves duplicate detection precision

Added a new Knowledge Base setting that allows you to hide FAQ tiles that have no results matching the current search in the Portal | v2.208 #1012783 | 37:50

  • Removes empty FAQ tiles during searches
  • Improves portal UX

Added a manufacturer field to the suppliers tab of assets | v2.208 #1009501 | 37:57

  • Improves asset detail and reporting
  • Enhances supplier tracking

Improvements to Qualification matching | v2.208 #1008143 | 38:01

  • Improves load balancing logic
  • Reduces tickets sticking with unqualified agents

Various improvements to the self-service portal | v2.208 #1007918 | 40:49

  • Navigation improvements
  • Quick access to My Tickets / My Approvals / My Assets
  • Cleaner layout

You can now use Client, Site, User and Organisation level $ variables in the Self Service Portal custom HTML Headers and Footer | v2.208 #1007759 | 43:43

  • Enables dynamic, client-specific portal content
  • Useful for escalation paths and account manager info

Enhancement to Client-Ticket Type restrictions | v2.208 #1006158 | 47:49

  • Updates restriction handling behavior
  • Important to review before enabling if already configured

Added a Chat Audit Area Added a new Chat Transcript style | v2.208 #1004851 | 48:34

  • Improves audit visibility
  • Enhances transcript formatting

You can now set feedback and survey links to be single use | v2.208 #1002898 | 48:41

  • Reduces automated survey submissions
  • Improves feedback accuracy

Added an Advanced Setting to alter the Tree menu width | v2.208 #999276 | 51:57

  • Improves navigation readability
  • Useful for long names

You can now make your custom hompage HTML in the End-User portal appear as a sticky banner across all portal pages | v2.208 #996323 | 52:48

  • Ideal for outage banners and announcements
  • Keeps messaging visible across pages

Added option to exclude non-invoiceable time from budget calculations | v2.208 #994004 | 56:01

  • Improves project budget accuracy
  • Separates invoiceable vs non-invoiceable effort

‍

‍

Book Club
February 2, 2026
8 min read

Rising Tide Book Club: Think Naked - Week 2

In Chapter 2 of Think Naked, Marco Marsan argues that adults don’t lose creativity: they’re conditioned out of it. This Rising Tide book club discussion explores fear, conformity, unexamined rules, and why real learning requires play, safety, and curiosity in modern organizations.
Read post

About this Series

This discussion guide is part of Rising Tide’s Winter 2026 book club, where we’re reading Think Naked by Marco Marsan.

If you’re just joining us, here are a few pages you’ll likely benefit from:

Chapter Summary

“If you want to be more creative, stay in part a child, with the creativity and invention that characterizes children before they are deformed by adult society” - Jean Piaget

In Chapter 2, You Lost Your Marbles, Marco Marsan explores how people don’t simply “grow out” of creativity — they are systematically conditioned out of it. The chapter argues that over time, fear, rigid rules, institutional norms, and social conformity slowly strip away curiosity, playfulness, and experimentation.

Marsan frames this loss through several forces:

  • Fear: mistakes become costly as adults (financially, socially, professionally)
  • Senseless rules: norms persist long after their original context or usefulness
  • Institutionalized regurgitation: being rewarded for having the “right answer” rather than learning how to think
  • Tough-it-out culture: endurance replaces reflection
  • Numbness: accumulated stress and responsibility dull engagement

The chapter opens with a consulting story where a leader dismisses Marsan outright, using it as a framing device to explore how organizations often reject discomfort, challenge, and unconventional thinking — even when they claim to want innovation.

Discussion Questions

Use these open-ended prompts to guide reflection and conversation. Remember, there are no right answers!

  • What does “losing your marbles” mean to you — and what might you have lost that still matters?
    • 'Lose Your Marbles' Saying - Meaning & Context
    • Rather than meaning “you’ve gone crazy,” the group explored the older meaning: marbles as something valuable children possessed — and something adults may have lost, not gained, over time.
  • Where have fear or consequences made curiosity feel unsafe? How do power and authority shape how you show up creatively?
  • How often do you ask why a rule exists, rather than whether you’re allowed to challenge it?
  • Where have institutions (school, work, industry norms) rewarded compliance over thinking?
  • What would play look like in your work if you weren’t worried about being wrong?

Rising Tide Input for your Consideration

About Rising Tide and our Book Club

Rising Tide helps MSPs and service-focused teams build better systems: the kind that align people with purpose.

Every Friday at 9:30 AM ET, we host Rising Tide Fridays as an open conversation for MSP owners, consultants, and service professionals who want to grow both professionally, technically, and emotionally. In Winter/Spring 2026, we’re walking through Think Naked.

If that sounds like your kind of crowd, reach out to partners@risingtidegroup.net for the Teams link. Bring your coffee and curiosity…no prep required.

‍