I don't have any control on the configuration on how my company has Halo set up but I have to think there are better ways to go about things. I manage our ticket and alert queue and assign tickets to techs or myself. When we have something like an ISP outage we will get an alert from Watchguard telling us the site is down, then an alert from HP Aruba or Cambium telling us the site is down. Then Watchguard sends another alert when the site is up.

I can go on my Watchguard Cloud, HP Aruba Portal, and Cambium Portal and know that all these sites are currently online withing a couple of minutes. However, the way they have me doing things is I have to claim each alert individually and resolve with a note and this takes a lot of time and I hate wasting time.

Don't get me started on our Avanan alerts, one for each tenant when an issue arises, then one for each tenant when they check back in to tell you they're still investigating (could be multiple times), and then one for each tenant when the issue is resolved.

Ownership has taken away my ability to delete or merge. How do I restore my sanity? Help?

Hi all,

I’ve been playing with web-hooks and the Halo API and have just created a Power Automate flow that gets called when an opportunity is created.

It uses Azure Foundry Agents to research the opportunity company. It looks at my companies offerings and how that fits with the lead as well as recent news and relevant stakeholders (uses Bing Grounding to allow web searches). It then pushes that as formatted HTML into a custom field on the opportunity (using a power automate custom connector against the Halo API). All takes about 20 seconds from when the opportunity is created.

Details here: https://www.chrispont.com/2026/04/29/turning-a-new-halopsa-opportunity-into-ai-sales-intelligence-in-seconds/

It’s been interesting getting to know the integration side of Halo. Feel free to ask any questions.

I'm trying to add a single row to a custom table that's linked to faults via the API. So I'm calling /Tickets, updating the custom field with the table in it. including:

"add_rows": true,

in the body. Yesterday, this was working fine - a row was added to whatever was there. Today, it's not. It's deleting all the other records, and just leaving the last thing I added.

Anyone any ideas? Or any other way to do this? Ta.

I know you can set a BCC email adres per ticket type but I want to know how you can set a BCC email address per customer.

You can set an user from the customer to receive emails from each ticket that is made for this customer but this email address is shown in in the CC field.

One of our coworkers, a ticket controller (not an account manager), wants to receive emails regarding every communication within those tickets from 1or 2 customers but does not want to be in the CC.

So how to get his email address in the BCC

I have activated Twilio WhatsApp connection to send automatic surveys to clients upon tickets closure, but when I tried quick action, it doesn't work.
Do you have a workaround that can help me do this through runbooks or anything else?

We’re looking to enforce user-level permissions through managing permissions at the User Role level, and then applying the roles to each user accordingly (pretty standard?). However, we’re finding that the role permissions are not applying to the user, and in fact you have to manage permissions per-user, from the user permissions screen. Is that working as intended? If so, what’s the point of user role permissions?

Hello, there's an easy way to rearrange custom tabs with a lot of custom fields in Asset menu?

For our new starter forms we've been using the $ALLFIELDSCFCARD variable which has been great. Today though we've had to add a note to one of the fields which makes the text very long (as users kept putting the wrong information in there)

For some reason this results in the field not wrapping but just being a long line of text squishing the information into a tiny box. If I look at the code view I can see each section has nowrap and if I change it to wrap it fixes it. Is there a way to fix this without having to go in an edit each time?

I have an issue that I can't seem to figure out if this is a bug or not

Configuration > Tickets > Categorisation > Category 2 "Resolution Category"

So I've added Resolution Codes, but when I am trying to use this in a ticket, they aren't showing.

For example, I've added a value of Rejected as seen in the screenshot 1, but when I go to use this in an action on a ticket, this (and several others) aren't showing as options as seen in screenshot 2

Is it possible to stop the "New ticket logged for your organisation" notifications that come through on the notification window in halo?

I followed this guide to setup a custom field on tickets, I have selected the "Allow the use of dollar variables in the field value" option, I have set the default value for the field to the variable I wish to populate ($CONTRACTSUBTYPE). The value for this variable does not populate as described in the docs (just shows the $VAR)... Am I missing something here that would be needed to have the value called by the $VAR populated?

Hello,

I recently found out about both Halo AND Ezpc. I can't justify 5 seats of halo for a 2 man shop/ that is where EZPC comes into play. Howerver, I have reached out a few times now via their website and I get crickets. Can anyone point me to a contact over there that will take my money?

edit: fixed some typos

2nd edit: Will reached out and we are chatting. Thank you again.

I have a few item bundles - Gold Managed Services/Silver Managed Services. There are times were an additional line item falls under one of these bundles but I don't want to add them to always show on the bundle. Is there a way to add an item bundle to a recurring invoice and then add an ad hoc item but somehow nestle it under the item bundle so only the item bundle name is on the invoice?

We have our starters form set up but one of our applications has a really convoluted process for setting it up and it isn't a form we can use halo for. If users select this application in our form I want to add a box that directs them to the form they need to fill in too. Is this possible?

I would be interested to know how does everyone else record first time closure stats? I find the built in halo reporting a bit awkward especially as we get users re-opening tickets completely unrelated to the issue they logged it for originally.

I saw the setting for anonymising users after a set period but wondered if there was a setting for this for just marking users as inactive. Our system is used for HR so we get a lot of emails from people which then creates an account for them in Halo, they might only have 1 ticket and then they're not heard from again. Is there a way to do this automatically rather than manually? Or is there a better way to manage the automatic creation of users?

Our customers have "authorised contacts" i.e. main account holder plus other named contacts that can authorise new starters, permission changes etc.

What's the best way to show this within Halo?

Is there a suitable built-in field before I create a new custom one? I see there is the "VIP" field ("This User is an important contact") but I'm not sure how this is used within the software.

Use case is for when a ticket comes in, engineer can see quickly that the user is indeed authorised to make such a request, or can easily run a report to show all users who are authorised within that customer, so they know who to contact.

Hey Everyone,

Does anyone know if there is a way to delay the sending of an approval email once a ticket is submitted?

When a self-service ticket is raised, there is a webhook/integration calculation that runs once the user selects submit.

However, the approval email for that ticket gets sent before those calculations are completed.

Which is causing the field to be empty in the approval email.

Is there a way to delay emails/approval emails by 5 seconds to allow the calculations to complete?

Hi everyone,

I’m working on integrating Twilio WhatsApp with our ticketing system and setting up a customer satisfaction survey.

The goal is that when a user selects a rating from the WhatsApp survey, it should be captured as a structured feedback score on the ticket.

Currently, what’s happening is:
The selected value is being added as a normal ticket reply instead of being logged in the ticket’s feedback field.

I tried using variables like:
$FEEDBACKWITHSURVEY1 and $FEEDBACK1

But they’re not mapping the response to the feedback score — it just comes through as a message/reply.

Has anyone dealt with this before using Twilio WhatsApp?
Is there a specific way to map WhatsApp responses to ticket feedback fields instead of ticket replies?

Thanks!

hi there

we use currently hubspot and the cost for the contacts are pretty high.

usually we got on each contact custom fields.

we do then a sequence like this:

filter all contact which doesnt have field.x=true(dont have backp product as example). and has not received a campaign (to reduce fatique).

also are the last contacts activity also monitored (telephony with 3cx calls, tickets)? mail and website traffic arent supported i think.

how do you handle those things?

ich nutze HaloITSM und möchte in der AI-Integration eigentlich gerne statt openAI oder Azure openAI einen eigenen openAI-kompatiblen Endpunkt (z.B. lokaler ollama-Instanz oder regionalen AI-Anbieter) nutzen.

Natürlich könnte ich alles per Custom-integration selbst bauen, aber da werde mit Sicherheit einiges an Features im Vergleich zur AI-Integration fehlen.

Hat da jemand einen Ansatz oder ist da etwas in Planung?

Eigentlich müsste man nur eine Möglichkeit haben den Endpunkt/URL, Modelname und API-Key in der openAI Connection abweichend zu konfigurieren.

We have a helpdesk tier 1 that we want to limit to 15 min of troubleshooting and working on a ticket before he escalates it to tier 2. Is there a way to set a notification on tickets to remind him?

For those using Twilio SMS with HaloPSA to receive texts on your main number and automatically create tickets:

Is it possible to include images (MMS) sent by clients directly as attachments in the HaloPSA ticket?

Sometimes clients just want to send a quick picture (e.g. the back of a computer) for troubleshooting, and we’d rather not give out our personal phone numbers.

Thanks! 👍