By
Mendy Green
December 12, 2022
•
20 min read
Business
What should I know about my business
As a business owner, it’s important to have a good understanding of your business goals, and its operations. There are several key questions that every business owner should be able to answer in order to ensure the success and growth of their company.
- What is your why? If you know me personally, by now you know I am a follower of Simon Sinek. Simon’s consistent chasing the why is something I’ve come to admire and strive for. The reason you get out of bed every day, the reason you go to work, if you know it, it’ll sustain you and become the building block for your Company Culture and Core Values.
- Who are your customers? It’s important to have a clear understanding of who your target customers are and what their needs and preferences are. This will help you tailor your products and services to meet their specific requirements and create a more personalized customer experience. More importantly, staying in touch with them will help you adjust to their changing needs, so you stay relevant.
- What is your revenue model? How do you generate revenue and make a profit? This could be through the sale of products or services, subscriptions, advertising, or a combination of these methods. Understanding your revenue model will help you identify growth opportunities and make strategic business decisions.
- What are your expenses? It’s crucial to have a good understanding of your business’s expenses, including fixed costs like rent and salaries, as well as variable costs like materials and marketing expenses. This will help you manage your cash flow and make sure your business is profitable.
As a business owner, it’s essential to have a strong and focused culture and a set of core values that guide your company’s actions and decisions.
Business culture refers to the values, beliefs, and behaviors that make up a company’s identity. It’s the “personality” of the organization and the way it operates. A strong culture is one that aligns with the company’s goals and mission, and that supports the growth and success of the business.
These values should reflect your company’s mission and goals and should be integrated into every aspect of your business operations. Once your values are established, it’s important to communicate them to your team in to help make sure they are integrated into the company’s operations and decision-making processes. While all the other points are critical for owning and operating a business, they are also all areas that can be delegated (and usually are for larger businesses). The first point, regarding company culture is something that can only come from the top.
There are several reasons why this can have a major impact on the success and growth of your business.
First, a strong and focused culture can help attract and retain top talent. Employees who share your company’s values and beliefs are more likely to be motivated and engaged in their work and are more likely to stay with the company long-term. This can improve morale and productivity and can help drive the success of your business. This can include offering opportunities for professional development and growth, providing a healthy and supportive work environment, and recognizing and rewarding outstanding performance.
Second, a consistent and focused culture can improve customer satisfaction. Customers want to do business with companies that share their values and beliefs. Simon Sinek uses the one wearing the Red Hat as an example. People gravitate to those they connect with and by having a clearly defined culture you can articulate it allows others to see what you stand for and more easily connect with you, which can help increase loyalty and repeat business, as well as establish a greater level of trust.
Third, a focused culture and set of core values can provide guidance and direction for your employees. By having a clear set of values that everyone understands and adheres to, you can create a cohesive and consistent brand and customer experience. This can help improve collaboration and communication within your team and can make it easier to make strategic business decisions.
Finally, having that strong culture and core values established gives you guiding principles when it comes time to pick which companies you start a vendor/client relationship with, being able to articulate what you stand for allows you to recognize easily those that align with you or those that do not. You can quickly identify business practices and test them against your core value. “Is this company being honest”, “Do they care about customer experience” are questions you can easily answer based on the start of the relationship and your interaction throughout.
While having a unique selling proposition (USP) is often considered an essential part of a successful business, there is some debate over whether it is still relevant in today’s competitive market. With so many businesses offering similar products and services, it can be difficult to differentiate yourself and stand out from the crowd.
Additionally, many prospects may not have the time or inclination to thoroughly research and compare different vendors before making a purchasing decision. They may rely on marketing messages and other external factors to make their decision, rather than taking the time to evaluate the validity of a company’s USP.
In some cases, a company’s USP may be seen as simply a marketing tactic, rather than a genuine differentiator. This can lead prospects to view all USPs as equally valid, or to disregard them altogether.
Overall, while having a unique selling proposition is still important, it may not be as effective as it once was as a marketing strategy in a crowded and competitive market. It’s important for businesses to carefully consider their USP and whether it is a genuine differentiator, or if it is simply a generic marketing message, and in reality, aligning this with your Culture will help give you a true differentiator.
I'm passionate about IT, driven by a dual love for solving complex problems and a commitment to transforming the stereotype of technical support into a positive and enjoyable user experience. For over 13 years, I've been deeply involved in the MSPGeek community, lending my expertise to various Managed Service Providers (MSPs), while also serving as the CTO at IntelliComp Technologies.
My journey in the tech world is fueled by a passion for teaching others. I find great satisfaction in imparting problem-solving and critical thinking skills, and offering practical guidance during the troubleshooting process. It's this enthusiasm for mentorship and improvement that led me to my current venture.
Today, as the founder of Rising Tide, I'm focusing on the MSP industry, dedicating my time to coaching and assisting both individuals and businesses. At Rising Tide, we're not just about providing solutions; we're about nurturing growth, fostering innovation, and building a community where everyone can rise together. Whether it's through hands-on problem solving or strategic planning, my goal is to make the IT experience not just efficient, but also empowering and enjoyable
See some more of our most recent posts...
By the [run]Book: Episode 3
This HaloPSA release may not grab headlines, but it delivers smart backend fixes for billing, approvals, and project automation. From delegate ticket approvals to proration-ready invoices and improved QuickBooks syncing, it's a solid batch of quality-of-life upgrades for fast-moving teams and structured orgs alike.
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This release didn’t come with any headline grabbers—but for those deep in Halo, it delivered a handful of quality-of-life improvements and some thoughtful backend fixes. Below are the features worth your attention, especially if you're in billing, approvals, or building project automation.
Watch here now: https://youtube.com/live/WGnJXYeSxN4
Features Reviewed
Delegate Approvals for Tickets | v2.190 #830512 | 2:28
Ticket approvers can now assign delegates directly from the agent app ticket detail screen. Great for ITSM or structured orgs, but less relevant for fast-moving MSPs unless you're running approvals regularly.
Manual Proration Made Invoice-Ready | v2.190 #823611 | 4:18
A new checkbox on manual proration entries lets them show up in the invoicing screen immediately. Particularly useful for mid-cycle adjustments to annual billing, like licensing or domains.
Zero Draft Invoice Handling | v2.190 #819999 | 6:41
Halo will now ignore draft invoices created in Xero, preventing clutter and accidental syncing. You'll need to enable this in the Xero integration webhook settings.
Receive Stock Before PO Approval | v2.190 #829771 | 9:04
You can now receive items before a purchase order is approved. Risky for strict workflows but may fit fast-paced environments where hardware urgency overrides red tape.
Auto-Issue Items from Actions | v2.190 #837101 | 10:21
Set up actions to issue specific inventory items without user selection. Makes fixed-fee tickets more maintainable. Bug alert: doesn't yet work with quick actions—still requires a workaround.
Ticket ID in PDF Template Item Tables | v2.190 #837112 | 12:39
PDF templates can now pull the associated ticket ID into item tables—helpful for clarity in documentation, reporting, or client-facing PDFs.
Read-Only Appointment Subjects | v2.190 #829744 | 17:43
Admins can lock appointment subjects to match the ticket/project. It’s a small control that helps standardize records across large teams.
Editable Invoice Line Contract Links | v2.190 #823492 | 20:41
You can now edit the contract tied to a specific invoice line—especially valuable if you're tracking profitability across services with multiple contracts.
Prevent RMM from Changing Device Types | v2.190 #821917 | 24:58
ConnectWise RMM imports won't overwrite an existing device type anymore, assuming you check the new box.
QuickBooks Name Collision Workaround | v2.190 #829321 | 26:05
Halo now checks for matching item names before syncing, and links them rather than creating duplicates. A clever patch for a QuickBooks API issue.
Ticket Type as Rule Outcome | v2.190 #831422 | 27:28
You can now set ticket type via rule outcomes. Great for automating triage flows or conversions between types during lifecycle changes.
Team Custom Fields in Details Tab | v2.190 #831994 | 31:13
You can finally surface custom fields tied to teams directly in ticket details. Limited use cases for now, but it’s a step toward richer internal data visibility.
Granular Attachment Permissions | v2.190 #829812 | 32:36
Admins can now control who can view, edit, upload, and download attachments—down to the ticket type and role level.
Track Completion of Sales Lines | v2.190 #832113 | 33:58
Sales order lines can be manually or automatically marked as “Complete.” Adds helpful clarity, especially when you're tracking partial progress across installs or shipments.
Runbook Execution Modes (Parallel/Sequential) | v2.190 #830301 | 35:27
Control how runbooks trigger: run steps in parallel for speed or in series to avoid conflicts and ensure data accuracy.
Column Profiles for Invoices & Quotes | v2.190 #834755 | 44:01
Column profiles now work on sales orders, quotes, and invoices. You can personalize the data you see—and what you hide—for cleaner views.
Runbook Stats Tab | v2.190 #830996 | 35:27
Basic run metrics are now visible in a tab. Not yet robust for reporting, but a decent glance for usage and debugging.
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword. And join us on August 5th for a show with Robbie and Mendy: https://youtube.com/live/ApiYEmWJsPU!
By the [run]Book: Episode 2
HaloPSA 2.188 introduced runbook triggers via chat, smarter billing rules, and cleaner settings layouts. In this recap, Mendy and Connor unpack key updates, link to demo timestamps, and flag risks like the still-unruly HubSpot sync. This is your practical guide to deploying the new features with confidence (and a few extra guardrails).
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HaloPSA version 2.188 brought a variety of usability and backend enhancements—from runbook triggers in chat to finer-grain billing logic and cleaner settings layouts. In Episode 2, Mendy and Connor walk through these updates, troubleshoot common gotchas, and share the kind of real-world implementation advice you can only get from people deep in the trenches. They also made a point to mention a few times to add feature requests at ideas.halopsa.com
Watch now: https://youtube.com/live/6tjM4SGOcB4
Busy MSP? This guide recaps the episode’s major updates, links you to key moments in the video, and flags anything that might deserve extra caution in deployment.
Join us July 22, 2025 for Episode 3, where we'll start to cover v2.190!
Trigger Runbooks from Chat | v2.188 #838526 | 3:14
Chat flows can now kick off integration commands—including runbooks. Embed chat on your website or in Teams, and let Halo handle the routing. You could:
- Run diagnostics
- Route to support teams
- Automatically open categorized tickets
⚠️ Be careful what runbooks you expose publicly—especially if they modify data.
Notification Sound Customization | v2.188 #820304 | 6:58
You can now toggle the notification sound on or off—but the visual popup still appears. You still can’t upload custom sounds, and notifications can get out of hand across tabs.
💡 Bonus tip: You can suppress sound notifications per rule, but they may still clutter the alert pane.
WebSocket Notifications (Beta) | v2.188 #839402 | 8:02
Enable WebSockets for faster, real-time alerts instead of using the default polling (heartbeat). This reduces delay in receiving internal or backend alerts.
Backend Service Monitoring Logs | v2.188 #840002 | 9:13
Debug runbooks, automations, email failures, and integration issues using the new service monitoring pane. It logs each backend action so you can pinpoint where workflows failed.
🔍 You no longer need to email Halo support for log digging—huge time-saver.
Travel Charge Rate Flexibility | v2.188 #843591 | 15:25
You can now set separate rates for time and distance in a single travel charge entry. Perfect for billing both mileage and technician transit time in a single step.
Email & Settings UI Reorganization | v2.188 #839711 | 21:22
Settings like mailboxes, templates, and rules have been reorganized into distinct tabs instead of being buried under “General.” More logical, but prepare for some retraining of your internal muscle memory.
Auto-Expire Contract Logic | v2.188 #842066 | 25:50
Set a contract status to auto-expire when the end date passes. A scheduled task now flips expired contracts to “inactive” if configured.
⚠️ Hidden contracts can cause trouble—pair this with automated tickets or alerts to track renewal conversations.
Item Group Accounting & Billing Defaults | v2.188 #844350 | 33:00
You can now:
- Prevent PO receiving or invoice creation at group level
- Exclude groups from accounting sync (useful for test/staging items)
Connor and Mendy share tips for keeping messy product catalogs from polluting QuickBooks/Xero.
Client-Specific To-Do Groups | v2.188 #847221 | 51:57
To-do groups can now be restricted to specific customers. Use this to tailor onboarding checklists, project tasks, or compliance processes.
⚠️ Only one customer per group for now. Feels clunky, but it’s a start.
Clone Billing Templates | v2.188 #849112 | 52:32
Quickly duplicate complex billing logic with a new “Clone” button. Ideal for MSPs using multiple templates per client or those needing custom combinations for each contract type.
Advanced Billing Rule Matching | v2.188 #850203 | 54:23
Billing plan rules can now reference:
- Ticket custom fields
- Action fields
- Agent properties
Use this to get laser-precise about when a contract or billing model should apply.
New Custom Field Storage Options | v2.188 #853900 | 1:04:20
Choose between traditional storage (custom fields added to core tables) or a new “separate table” method. The latter avoids bloating system tables—but still stores multi-selects as comma-separated strings (ugh).
Quote XLS Import Profiles | v2.188 #855612 | 1:18:27
You can now import vendor quote spreadsheets directly into Halo quotes. Set up mappings for Cisco, Dell, or distributor quote templates and save serious time.
OAuth via Custom Developer Apps | v2.188 #856711 | 1:21:52
You’re no longer stuck using Halo’s shared apps. Bring your own app registration to limit scopes, improve auditing, and align with internal security policy.
Recurring Invoice Proration Simplification | v2.188 #857744 | 1:24:33
A new setting condenses prorated adjustments into a single invoice line (instead of two). Easier to read—but harder to debug.
🔍 Consider leaving this disabled unless your team fully understands the logic.
HubSpot Integration Tweaks (and Pain) | v2.188 #859011 | 1:31:35
The HubSpot sync continues to be... challenging:
- Doesn’t respect new “Accounts & Prospects” model
- Overwrites domains and duplicates clients
- Inconsistent inbound behavior
Proceed with extreme caution or disable it entirely.
By The [Run]Book: Episode 1
What do webhooks, Agent Trophies, and a 10-year scheduler have in common? In Episode 1 of By the [Run]Book, consultants from Renada and Rising Tide walk through HaloPSA releases 1.86 and 1.88—field-testing features, skipping the fluff, and asking better questions than the release notes ever do.
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Welcome to By the [Run]Book
HaloPSA features, field-tested.
We’re not here to sell you a perfect system. We’re here to show you what’s possible when smart, slightly feral people get curious about tools that were allegedly designed to help us.
By the [Run]Book is a new podcast collaboration between consultants from Renada and Rising Tide, where we dig into the latest HaloPSA features, challenge what’s been handed to us, and ask: What else could we do with this?
No fluff. No shiny demo decks. Just real-world testing, practical breakdowns, and a healthy disrespect for default settings.
By the [Run]Book – Episode 1 Feature Guide
By the [run]Book's first episode breaks down HaloPSA releases v2.186 and v2.188, this episode explored what’s new, what’s weird, and what’s actually worth your time. Use this guide to follow along.
Event Management | 2.186 #798529 | ▶️ 6:06
Create and update tickets based on webhook events—without needing Runbooks.
- Easier interface for handling alert data
- Trigger rules based on payload content
- Map fields into tickets dynamically
Chat Interface Redesign | 2.186 #764942| ▶️ 10:06
The new chat view makes internal and client conversations more manageable.
- Conversation list/table instead of floating popups
- MS Teams chat support improved
- Much more usable in high-volume settings
Tabbed Interface in Halo | 2.186 #446952 | ▶️ 12:03
Multiple tabs now open inside Halo, not your browser.
- Reduces tab clutter
- Smooth for screen sharing
- Plays well when Halo is run as a desktop app
Agent Trophy Feature | 2.186 # 831583 | ▶️ 14:28
Yes, agents can now earn trophies for closing tickets.
- Visual badges on agent records
- Available in assignments and dashboards
- Fun, but scoring logic is a bit suspect
- Custom Leaderboards via CSS. Mostly a morale booster—not reporting-grade insight
Date Filters, Forecasting Module + TimeGPT Integration | 2.186 #830461| ▶️ 19:41
Prevent retroactive ticket floods when new rules are applied.
- Set start dates to control retroactive logic
- Helps avoid spam from old data
- Crucial for clean automation rollouts
Enforce Unique Email Addresses | 2.186 #829650 | ▶️ 20:43
Avoid duplicate users and weird portal issues.
- Blocks user creation if email already exists
- Critical for integrations and self-service portals
- Best turned on early before it breaks things quietly
Opportunity Variables: Annual, Monthly, One-Off | 2.186 #828897 | ▶️ 22:31
New fields help break down potential revenue at-a-glance.
- Available for ticket templates and reporting
- Auto-updates from quotes (with correct config)
- Useful for sales forecasting and quote summaries
Track Ticket Volumes logged per type and source | 2.186 #820211 | ▶️ 30:55
Added a module to track Ticket Volumes logged per type & source. Added a Forecasting module to predict future Ticket volumes using historical data (Uses Nixtla TimeGPT integration).
Runbook Sleep Steps | 2.186 #809061 | ▶️ 33:08
Introduce delays in automation logic—finally.
- Wait X seconds before next Runbook action
- Great for API pacing or async dependencies
- Simple but long-awaited
Dynamic SQL in Ticket Actions | 2.186 #834686 | ▶️ 33:50
Use SQL-powered fields in your ticket logic.
- Previously unreliable, now stable
- Can pull dynamic field values into workflows
- Adds power to advanced configurations
Xero + Avalara Sales Tax Integration | 2.186 #832023 | ▶️ 34:15
Auto-calculate sales tax in Halo quotes synced to Xero.
- Uses Xero’s built-in Avalara tax engine
- Requires
invoice.updatedwebhook enabled - Real-time, regionally compliant tax logic
Direct User-to-Client Association | 2.186 #834481 | ▶️ 37:40
Users can now be tied directly to clients, no site required.
- Supports more flexible org structures
- Great for shared-stock or multi-client setups
- May simplify certain workflows
10-Year Scheduling Period | ▶️ 42:24
Because someone, somewhere asked for it.
- Schedule things a decade out
- Useful for contract reminders or licensing renewals
- Feels deeply aspirational