An AI agent for the service desk admin in HaloPSA
On a HaloPSA desk a person may still sort the overnight tickets, tell a client where a ticket stands and assemble the quarterly review. An AI agent can take that on, and your technicians and account managers keep the judgement.
Tickets from email, portal and alerts, their contract and SLA, ticket status and notes, and contract dates.
Type, priority and routing on each ticket, status replies, tickets raised ahead of contract dates, and draft review packs.
What HaloPSA is and who runs it
HaloPSA is the PSA that Halo makes for managed service providers. An MSP uses it for ticketing, SLA management, contracts, billing, projects, asset management and reporting, with a self-service portal where clients log and follow their tickets.
On the service desk, a dispatcher, the technicians, whom Halo calls agents, and a service desk manager run it day to day. Account managers draw on it for client reviews, and a Halo administrator looks after the configuration.
Desk admin an AI agent can take on in HaloPSA
Overnight tickets sorted by morning
Tickets reach HaloPSA by email, portal and monitoring alert. The agent reads each one, sets its type and priority from your matrix, checks the contract and SLA Halo has applied and routes it. Major incidents and anything it cannot place go to your dispatcher.
Portal and email questions answered
Clients can see their own tickets in Halo's self-service portal, and still write to ask. The agent answers from the ticket record: logged, with whom, due when. A password reset or access change goes to a technician as a ticket instead.
Quarterly review packs drafted
Halo's reporting covers QBRs for customers, with AI-generated summaries. The agent draws the quarter's tickets, SLA results and time for one client into the pack and flags what changed since the last review. Your account manager supplies the recommendations and leads the review.
Contract and renewal dates raised
Halo holds customer contracts and supplier contracts, each with its dates. The agent watches them and opens a ticket for each one ahead of its date. Whether to renew, renegotiate or let it lapse is for your account manager and the client.
Roles that work in HaloPSA
Helpdesk ticket triage
Sorts new tickets by type and priority from your matrix, checks the contract and SLA Halo applied and routes them.
First-line client support
Answers the routine status questions that still arrive by email alongside the portal.
Management reporting
Drafts each client's service report or quarterly review pack from tickets, SLA results and time.
Renewals and expiry tracking
Watches contract and renewal dates across every client and raises each one in good time.
How the connection is set up
Halo publishes an API and a guide to it. A Halo administrator creates an application in your own instance, under Configuration, Integrations, Halo API, chooses how it authenticates and ticks the permissions it may have. Which method suits your business, and who approves it, is agreed with you first.
Halo's guide warns that the applications already listed keep the instance working and are not to be altered, so the role gets a new one. Its permissions are limited to what the work needs.
Questions owners ask
Does the agent log in as one of our technicians?
It need not. Halo's guide describes giving an application an identity of its own, so that it does not act as a particular technician. Halo says this makes it clear in an audit what the application changed and what your people changed, and easier to restrict.
Halo calls our technicians agents. Is an Agent Resource one of those?
No. In Halo an agent is a person on your service desk, where an Agent Resource, the AI equivalent of one, has one defined role, works on the ticket record through the route Halo publishes and says it is an AI in every message it sends.
Can we limit what it is allowed to change?
Yes. Halo's guide shows a permissions tab on each application, where an administrator ticks exactly what the application may do. Those permissions narrow whatever role the application has been given. The list is agreed with you before the role starts.
If Halo AI triages our tickets, what does an agent add?
A role specified to your matrix and answered for, working across the ticket, your mailbox and your documentation. Halo lists AI of its own, including triage of incoming tickets, virtual agents for self-service and AI-generated summaries for QBRs. Where those cover the job, you may need nothing more.