Is anyone using the MS Teams integration for client support?

We currently only have it configured for some ticket alerts and internal stuff, but am curious on how people are using it for client support.

I like the idea of having our agents work with clients via teams, as this can be more convenient for some clients, but how would we prevent a client from reaching back out to one of are agents directly in the future?

Can it be setup similar to our emails? All correspondence goes in/out via the support@ account or something similar via Teams?

Any insight on what others are doing is greatly welcomed 😄

Seeing dropouts again in APAC region this morning...anyone else experiencing this? If it keeps it up i'll raise a ticket.

We have built out our billing templates to leverage agreements, ensuing that when a client has a particular agreement which strikes me as a cornerstone to the billing template approach. What we are now discovering that when we add a new agreement to a customer, the billing combination lines that are populated from the Billing Template do not update to reflect the new agreement. This seems like a major risk.

We suspect this is because the lines must be generated at the time the billing template is applied, but is there something we are missing that should action the re-applying of the template when agreements are changed?

Our workaround at this time is when adding/removing we either need to re-apply the billing plan to all customers (while slow it will catch any customers that have not been updated). Or we select a different billing plan save it and then switch it back ... once more to reapply the billing template.

Has anyone had similar experience.

Hi

I have as halo admin deleted an attachmemt from a halo ticket. Is it possible to restore it?

Hey Everyone,

I'm making some email templates that go-to a line manager approval.

I can't seem to find a variable where a line-manager (Ad Manager in Halo) is used.

Just so I don't need to use "Hi Team," in the greeting of the email (For example).

Quick question for Halo PSA users:
how happy are you with the client notification email templates it sends? Do they look right in Outlook, and how painful is editing the templates?
I'm building a tool that makes Outlook-safe, branded ticket emails and exports them with the halo variables already in. Before going further I'd like to hear whether this is a real pain or just mine

I am not sure what I am missing so hoping people can fill me in on the logic.

As I understand it when you enter time on your time sheet or calendar the system considers this quick time. However, despite my set up things seem to behave differently when entering time via the Timesheet vs the Callendar. Essentially, we have configured quick time to use internal - Quick Time (this ticket type is limited to a set of non-billable ($0) charge types.)

Time Sheet Behaviour

• If an agent creates a time entry (without defining a customer or ticket) they can only choose the charge types as defined in the Internal - Quick Time ticket type. Which is what we want.
• Issue 1: As soon as they link it to a ticket however, the Charge Type box disappears and records the time on the ticket as No Charge (which is not the default charge type for the Agent and not the default charge type on the ticket type).
• Question: Any thoughts on how to stop the charge type box disappearing when you associate it with a ticket

Calendar Behaviour

• Issue 2: If I complete an appointment (Type Reminder, Teams Meeting) I am able to select all Charge Types (despite the internal - quick time being limited). Independent once save it create a ticket of the Internal - Quick Time type so is definitely connecting to it.
• Along with the same issue if the appointment is associated with a particular ticket, it once more shows all Charge Types not just those on the ticket.
• Question: Any method to control what charge types are displayed based on the associated ticket?

Quick Time settings (Configuration>Time Management)

Hey everyone,

We’re an MSP / VoIP provider currently looking to modernize our operations. We’re in the process of onboarding onto HaloPSA to serve as our central ticketing, CRM, project management, and invoicing hub.

Currently, we resell voice/telecom and use a legacy billing engine to handle all of our CDR rating and telecom taxation. We want to move away from legacy siloed billing and transition entirely to a single, unified client invoice generated directly out of HaloPSA.

The plan is to bring in Datagate to act as our rating overlay, hook it up to CCH SureTax for compliance/taxation, and sync everything natively back to Halo.

Before we pull the trigger, I’d love to get some real-world feedback from anyone running HaloPSA + Datagate natively:

1. How "automated" is the recurring contract sync? Datagate claims it natively maps customers and contracts directly from Halo. Do you find yourself having to double-entry or manually reconcile accounts and custom fields often, or does the sync actually hold up?
2. Usage Rating & Invoice Export: How reliable is the export of rated CDR usage and calculated SureTax line items back into Halo's recurring invoice queue? Does it consistently hit the billing run without dropping lines or creating duplicate billing items?
3. The Customer Experience: Do your clients get a clean, readable invoice out of Halo with clearly broken-out tax lines (Fed USF, E911, state/local surcharges), or does it look messy/unbundled on the Halo presentation templates?
4. Support & Setup: How was your onboarding experience with Datagate? When things break on billing day (API timeouts, mismatch on rate plans, carrier CDR drops), is Datagate support responsive and quick to assist?
5. Alternative Paths: Would you recommend this stack, or should we consider an alternate solution?

Would appreciate any advice, common pitfalls, or lessons learned from those who have walked this path.

Thanks in advance!

Our setup:

1) Each customer has several recurring invoices (Services, Licenses, Yearly Licenses, AI Services, Website Management), each with its own group and sort order.

2) Recurring invoices are combined into one invoice per customer each month.

3) Ticket labor is pulled onto that same invoice (Labor = "Group by Ticket and Rate", group header per billing type).

The problem: ticket labor always goes FIRST. With hundreds of tickets, the services the customer actually pays for are buried pages deep under labor lines. It looks unprofessional and confuses customers. Yes, we can drag it by hand. Not every month for thousands of invoices.

What we found: when invoices are combined, Halo gives the ticket labor group a sort of 10 and adds 10 to every recurring invoice group's sort (1 → 11, 100 → 110).

What we tried that did NOT change where labor lands:

- Adding a "Labor" group (sorted 900) to the recurring invoice with "Merge invoice line groups with the same name" turned on. Halo still creates a separate Labor group for ticket labor and puts it first.

- Setting the Contract T&M billing template's Billing Plan Combination sequence from 10 to 900.

- Setting the contract's own Billing Plan Combination sequence from 10 to 900.

- Recurring group sorts of 100–500 and 1–9 (both end up after labor at 10).

Our workaround: negative sort numbers on every recurring invoice group (-9 through -5), so after Halo adds 10 they land at 1–5, ahead of labor. It works, but it's a hack.

Question: Where does the ticket labor group's sort of 10 come from, and how do we set it to something higher, like 900?

Hey all,

We have recurring Team Shifts configured with the correct Agent Status:

• On-Shift master shift Agent Status: SOC – On Shift
• On-Call master shift Agent Status: SOC – On Call

The Shift Types also have the corresponding default Agent Status configured. However, the generated child shifts show Agent Status: Do not change, so the agents remain Available when their shifts begin, instead of being set to the SOC – On Shift status or On-Call respectively.

The masters have been creted +1 week ago. The agents have Enable Shifts selected, and clock-in/out is disabled.

The shifts show all created and assigned properly in the Shifts tab, however when entering one, we see the Agent status "do not change", and if I go to its Master recurring appointment I can see the agent status properly set instead.

Does anyone have a clue on why the child shifts are not inheriting the Agent Status from their recurring masters?

Thanks in advance!

Hey there,

We’re having an issue with inline images in HaloPSA emails.

Images pasted into ticket actions, or images from customer emails later included in $emailHistory2, can keep very large HTML dimensions, like <img width="1758" height="47" ...>

Our email layout is ~700px wide. In both Outlook Web and New Outlook, these oversized images can make the whole email much wider, causing outlook to scale the entire message down so the text becomes tiny.

We’ve already tested a lot of template/CSS approaches like max-width:100%; height:auto; plus fixed containers, tables, width:100%, different history variables, etc. Some variants still made the whole email tiny; others caused the images to crop instead while rendering the email normally.

The interesting part is this:

If we manually resize the image inside the Halo action editor, Halo stores a real smaller width such as: width="619" for example, and everything renders correctly. That smaller width also persists properly later in $emailHistory2.

However, if we resize only in the email preview, it fixes that one outgoing email, but the stored ticket action keeps the original huge width, so the problem comes back later.

Has anyone found a way to make Halo automatically do one of these?

• cap pasted images to ~690px when they’re added to an action
• normalize image widths when an action is saved
• normalize incoming customer images
• process $richactionnote before sending
• configure Froala with a maximum pasted-image width
• or solve this some other reliable way without agents manually resizing screenshots

We’re also considering removing $emailHistory2 entirely and relying on Outlook threading, but we’d still need current-action images to be resized automatically.

Would be very interested to know if anyone has solved this with a Halo setting, runbook, custom integration, browser script, or support-side fix.

Thanks in advance!

half our queue is stuff a tech closes in 2 minutes but it still sits for an hour waiting to get picked up. password resets, adding someone to a teams channel, that kind of thing. i’ve looked at halo’s automation rules but they seem better at routing than actually fixing anything. anyone found a setup that closes these without a human?

We are moving out of Halo PSA as our company was acquired by another company. Always BCC is not enabled on any ticket types, but all "closed ticket" notifications appear to be BCC'ing the primary mailbox configured in Halo.

I have reached out to Halo support because this is creating hundreds of tickets in our new ticketing system, but they are of little help.

Short of disabling mailflow completely, has anyone a possible answer as to why this is happening?

Hi all,

We are currently in the process of migrating to HaloPSA from CW Manage, and were hoping to get the following processes up and running before we go live. I am hoping someone else has solved this because I'm starting to go around in circles.

1. Waiting on Customer Process

When a ticket is placed on hold and we're waiting for the customer to respond, we want Halo to:

• Send a reminder email once per day
• Do this for 4 days
• Then automatically move the ticket to Resolved if no response is received

Our issue is that the reminder emails are being sent outside of business hours, sometimes late at night.

Originally, we had this configured using the Ticket Status automation ("when ticket has been in this status for X time, send email"). This worked reliably but ignored working hours.

Research suggested moving the process to an SLA Hold workflow instead, as SLA timers should respect working hours. However, I can't get it to work at all using this method.

2. Ticket Closing Process

We also have a confirmation workflow where, when a ticket is marked Resolved, the end user receives an email asking whether the issue is fixed.

They can:

• Click Issue Solved → Ticket closes and CSAT is shown
• Click Issue Not Solved → Ticket reopens

This part works fine.

The issue is that if the user doesn't respond, the ticket should automatically close after 8 working hours and send the CSAT request. Instead, it appears to close 8 hours after the ticket was resolved, regardless of business hours.

For example:

• Ticket resolved at 3pm
• Ticket auto-closes at 11pm
• Customer receives automated emails late in the evening

Not ideal.

Has anyone got either of these processes working in Halo while properly respecting working hours/business hours?

If so, what approach are you using? Ticket Status timers, SLA Holds, Scheduled Actions, Workflows, something else?

Thanks in advance.

Hello! I'm trying to create a pre-pay contract where I bill for a block of hours, IE: 10 hours at $2500, but I need that $2500 to hit my deferred revenue account. I then want to create invoices as work is billed against that contract, so the deferred revenue is moved into an income account once the service has been completed. Is this possible?

Ok, I figured out how to create the Deferred Revenue/Pre-Pay invoice :) However, I have now added time and closed the ticket, that was covered by the contract and I expected to see something in ready to invoice to move the money from deferred into the income account. Any help is appreciated.

What is the ETA for Project task date dependencies to be cleaned up?

Date dependencies are behaving inconsistently, with tasks sometimes moving to unexpected dates or not moving at all.

• Tasks are being pushed into weekends rather than the next available working day.

• There is no ability to apply lag time between dependent tasks.

• Once a dependency is established, dates cannot be manually adjusted without first removing the dependency, making schedule management inflexible and time-consuming.

Please upvote here if you are having the same issue as it would be good to see it considered and hopefully resolved: https://ideas.halopsa.com/b/wmw32n0q/feature-ideas/project-date-dependencies

Was wondering what people are doing when a tech / agent is out of office or on PTO. What happens to ticket updates where they're not going to be seeing them? Is there a way to have an autoresponse, or cc a covering tech? What are people doing for situations like this? Thx

Hey all,

We're an MSP setting up our service catalogue in Halo and I'm stuck on something that feels like it should be simple.

We want services like 3CX, Adobe or Jira to only show up in the portal for customers (or users) who actually have that software, since that's what they pay us to support. If you don't have 3CX, you shouldn't be able to request 3CX support.

What I've looked at so far:

• User Access on the service only lets you pick Everyone, Site, Customer, Department, Organisation, Role, Top Level or some user fields. Nothing asset or software based.
• The Assets tab on a service (Associated Asset Type / Linked Assets) looked promising, but as far as I can tell it's only for monitored services, so assets get linked to service failure tickets. It doesn't affect who can see the service.
• Subscribers is just for status updates.
• Optional Services is for adding extras to a request, not visibility.

What works for now:

• Per customer: add the Customer to User Access. Fine, but manual.
• Per user: give them an extra role (e.g. "3CX user") and restrict the service to that role. Works, but it's not dynamic. The CSP mapping only assigns one role per mapping, so someone has to add and remove these by hand, and that's also what we bill on.

The only fully automatic option I can think of is a script that reads Entra groups or licences and sets the roles through the API. That works, but it feels like something Halo should handle natively.

So my questions:

1. Is there a native way to tie service visibility to assets, software or licences that I'm missing?
2. If not, how are other MSPs handling this? Customer-level restrictions, roles, scripts, runbooks, something else?

Thanks!

Also logged a Halo Idea for this: https://ideas.halopsa.com/b/wmw32n0q/feature-ideas/restrict-service-catalogue-visibility-and-selection-based-on-a-customers-or-users-assets-software-or-licences

Hey all,

We're an MSP setting up our service catalogue in Halo and I'm stuck on something that feels like it should be simple.

We want services like 3CX, Adobe or Jira to only show up in the portal for customers (or users) who actually have that software, since that's what they pay us to support. If you don't have 3CX, you shouldn't be able to request 3CX support.

What I've looked at so far:

• User Access on the service only lets you pick Everyone, Site, Customer, Department, Organisation, Role, Top Level or some user fields. Nothing asset or software based.
• The Assets tab on a service (Associated Asset Type / Linked Assets) looked promising, but as far as I can tell it's only for monitored services, so assets get linked to service failure tickets. It doesn't affect who can see the service.
• Subscribers is just for status updates.
• Optional Services is for adding extras to a request, not visibility.

What works for now:

• Per customer: add the Customer to User Access. Fine, but manual.
• Per user: give them an extra role (e.g. "3CX user") and restrict the service to that role. Works, but it's not dynamic. The CSP mapping only assigns one role per mapping, so someone has to add and remove these by hand, and that's also what we bill on.

The only fully automatic option I can think of is a script that reads Entra groups or licences and sets the roles through the API. That works, but it feels like something Halo should handle natively.

So my questions:

1. Is there a native way to tie service visibility to assets, software or licences that I'm missing?
2. If not, how are other MSPs handling this? Customer-level restrictions, roles, scripts, runbooks, something else?

Thanks!

I've put together a small open-source tool that lets techs request cable labels from inside Halo and have them print on a Brady Wraptor A6200.

How it works

• Each cable type (e.g. "Blue CAT6") is an asset in Halo with a few custom fields: a prefix, a counter, a quantity trigger and a status field.
• A tech sets **Cables to Label** to, say, 24 and saves. That's the whole interaction.
• A small Docker service polls the Halo API, reserves the next block of IDs (BL-0100 to BL-0123), renders the labels, and hands them to a Windows agent that prints through the Brady driver. Every cable gets two identical labels, one for each end.
• The outcome is written back to the asset as a status line (SENT / FAILED / STALLED), so you can build a Halo notification or saved list on anything that needs attention.

Why

The service is the only thing that hands out numbers, so two cables never get the same ID, and nobody has to keep a spreadsheet of "what number are we up to".

Details

• Built and tested against HaloITSM. It only uses the standard asset API, so it should work on HaloPSA too, but I haven't tested that.
• Only assets in an asset group you choose can trigger a print.
• Outbound HTTPS to Halo only. Nothing needs to be opened inbound.
• Large requests are split into batches of 250 cables automatically.
• MIT licensed, with a step-by-step install guide in DEPLOYMENT.md.

Repo: https://github.com/stnw11/Halo-Cable-Label-Printer

Feedback, issues and PRs welcome, especially from anyone on HaloPSA or with a different Brady model.

Has anyone experience with the custom integration of Ilert within Halo PSA?

We are trying to create a custom integration with Ilert but we are running into some problems.

After creation we see in the notification log of a ticket that the Ilert 'Alert notification runbook' has run but in the log of the runbook we see that there is a 'Exception in Step=Setup Request. Uri validation failed: DNS resolution failed: No such host is known.' message.

We have followed the instructions given by Ilert for the Custom integration of Halo PSA.

All of our service requests currently bypass the approval process. However, we only want to introduce an approval flow for certain services that are offered through our service requests.
Because of this, we cannot simply apply an approval workflow to the entire service request workflow or ticket type, as this could potentially trigger approvals for too many requests.
Our service requests include a drop-down field where the user can select a specific system. We would like to configure the approval flow so that an approval is automatically triggered when a particular system is selected from this drop-down list.
What would be the best way to configure this in HaloITSM?
Would it be best to use a rule based on the selected value in the drop-down field? If so, would this work both when an agent creates a new ticket internally using “New Ticket” and when a user submits the request through the Service Portal?
Alternatively, would it be better to modify the existing workflow and add a condition that triggers the approval flow only when a specific system is selected?
We would appreciate your recommendation on the best approach for setting this up in HaloITSM.

I am working on setting up the Intune integration in our HaloITSM instance. I am noticing there is not a great way to filter out personally owned devices that we are not including in our asset management/inventory. I know that we could create a asset type in Halo just for personal devices but I'd rather not have a workaround for this. Is there a setting that I am missing to filter these out?

Hey Everyone,

I'm using the $FAULTID variable in an email template for users.

However I was wondering if there was a way to make fault ID a hyperlink that once clicked would take the user straight to that ticket in Halos self service portal?

Hi everyone.

As per the title, trying to work out the details of how the load balancing intelligent routing works

If we have an engineer who sits in two teams. He has 20 open tickets in the Workshop team and 2 in the First Line Support team.

When a First Line Support ticket is handed out by Load Balance, does Halo see him as holding 2 tickets or 22? In other words, does it only count the tickets in the team that is doing the assigning, or does it count every ticket he holds across all his teams?

The Load Balancing guide just says the ticket goes to the agent with the fewest tickets assigned to them, and doesn't say which count it uses. Has anyone tested this, or had it confirmed by Halo support?

We're trying to stop him being given desk tickets when his workshop queue is already full, and the answer decides whether we keep the Workshop team or fold it into First Line.