MSP Process inside HaloPSA
Everyday requests.
Connected through HaloPSA.
MSP Process brings 14 service desk capabilities into HaloPSA, so your team can handle requests on every channel your clients use. Voice, messaging, scheduling and automation connect with your tickets, contracts and assets, replacing 6 to 8 standalone vendors.
- Capabilities inside Halo
- 14
- Real-time sync
- Bi-dir
- Routing by client contract
- Workflow
MSP Process + HaloPSA
Connect MSP Process to your PSA, professional services automation, and put AI automation to work within your existing HaloPSA setup.
- AI Voice Agent
- Your AI Voice Agent answers calls 24/7, opens the Halo ticket and records the action before your team picks up.
- End User Verification
- Your clients have 13 methods available across HaloPSA channels, including Authenticator, Duo, text messages, photo identification, secure links and biometrics.
- Reverse Tech Verification
- Your clients confirm your agent in one tap before granting remote access, with the patent-pending process logged to the originating Halo ticket.
- Teams Chat Ticketing
- Your branded MSP app brings chat ticketing, knowledge articles and invoices into Microsoft Teams, with every conversation becoming a Halo ticket.
- Two-Way SMS & MMS
- Your team sends and receives messages and diagnostic photos inside the Halo ticket, with every thread attached and personal numbers kept private.
- WhatsApp Messaging
- Your clients send WhatsApp messages and media as usual, while your team handles the conversation and read receipts inside the Halo ticket.
- Client Portal & Mobile App
- Your clients get a branded portal and mobile app for tickets, knowledge articles and invoices, with everything synced to Halo.
- AI ticketing triage
- AI ticketing triage automatically applies ticket type, category, priority and contract service level agreement, then suggests an agent for each inbound Halo ticket.
- ScheduleAssist
- Your clients choose an appointment through self-service scheduling, and ScheduleAssist writes the confirmed booking back to Halo as a scheduled appointment.
- On-Call Scheduling & Escalation
- Halo pages your on-call team by severity and rotation, escalating through primary, secondary and manager contacts after 5 minutes without acknowledgement.
- Password Reset
- Your team handles password resets from your PSA, with credentials reset in Entra ID, AD or your IdP without being spoken or emailed.
- Secure Data Sharing
- Your team shares credentials and sensitive files through branded, single-use links with expiry times, replacing PwPush and logging each share to Halo.
- SMS Broadcast
- Your team selects a Halo client group and sends outage, maintenance or all-clear messages in seconds, keeping clients informed together.
- Outbound Notifications
- Your Halo ticket events trigger client updates through text messages, voice, Teams or email, with delivery records available for audit.
PUT TO WORK
Your clients reach out.
Your team carries on.
A client sends a device photo through WhatsApp, and the conversation becomes part of their Halo ticket. AI ticketing triage applies the category and priority, then suggests an agent so your team can take on the request.
HaloPSA alone
Flexible PSA. Unverified front door.
Unknown caller
Says: Luke F., Northwind Dental
- 01
Email or portal request opens a ticket
no caller identity captured.
- 02
Agent runs the request on trust alone.
After-hours calls go to voicemail.
- 03
Password reset, remote session, or data transfer executed
no MFA challenge logged.
- 04
Audit shows the agent who acted.
It does not show who actually called or how they were verified.
HaloPSA + MSP Process
Verified intake, end-to-end automation.
Unknown caller
Says: Luke F., Northwind Dental
- 01
AI Voice answers or any of 8 channels intake.
Caller identity captured at the door.
- 02
MFA push fires (Authenticator / Duo / Photo ID).
AI ticketing triage assigns ticket type, category, priority, and contract SLA.
ApproveMicrosoft Authenticator
Approve sign-in?
- 03
Halo ticket auto-created with verified caller,…
transcript, AI notes, and the right team / workflow.
- 04
Audit row written to the ticket: who, how, when, on what…
device, with a billable action against the right contract.
GET SET UP
Your existing setup.
Connected to your workflows.
We connect your systems in five steps, with most Halo MSPs live and writing records back the same day.
Connect your HaloPSA account
Connect HaloPSA through OAuth 2 client credentials, with MSP Process access scoped to tickets, clients, contacts, contracts and assets.
Connect your ticket events
Halo webhooks register every event type, so updates reach your connected systems in both directions in less than a second.
Map your existing workflows
Map your ticket types, categories, statuses, teams and custom fields to MSP Process workflows, with Halo's flexible structure supported from the start.
Set your client checks
Each inbound channel automatically prompts your client through Authenticator, Duo, a text message or a Teams notification on their registered device.
Bring the records back
MSP Process writes AI summary, analysis, time entry, notes, recording, transcript, actions and client check records back to structured fields on your Halo ticket.
INSIDE THE INTEGRATION
Your HaloPSA setup.
Working in both directions.
Eight types of HaloPSA records sync in both directions, so your workflows use the client, contract and team structure you already have.
Tickets and ticket types
Your workflows create, update, close and resolve Halo tickets across any ticket type, following the statuses your team already uses.
- Ticket creation across all types
- Updates to existing Halo tickets
- Your existing ticket status workflows
Clients, sites and users
Your Halo client structure stays in sync, with routing rules for each site and individual preferences for client identity checks.
- Your existing Halo client structure
- Routing rules for each site
- Individual client identity check preferences
Contracts and service levels
AI ticketing triage routes requests using your covered services, contract priority and Halo service level rules, keeping each client's agreement part of the workflow.
- Covered services in each contract
- Priority from each client's contract
- Your Halo service level rules
Actions and billable time
Actions captured from calls or extracted by AI write back as billable work against the right contract and chargeable rate.
- Ticket actions captured from calls
- Ticket actions extracted by AI
- Contract and chargeable rate matching
Your agents and teams
Your Halo agent roles and team membership guide routing and on-call rotations, with single sign-on through Entra or Okta.
- Routing by Halo agent role
- Rotations based on team membership
- Entra or Okta account access
Assets and configuration items
Your team finds assets by serial number, hostname or client device, with Halo configuration records attached to each ticket for diagnosis.
- Asset lookup by serial number
- Hostname and client device lookup
- Halo configuration records per ticket
Your webhooks and events
Halo webhooks trigger MSP Process actions as events happen, with updates reaching your workflows in less than a second.
- Native Halo ticket event triggers
- MSP Process actions from events
- Workflow updates within a second
Records ready for review
Every Halo ticket carries the identity chain, verification method, transcript and full action log, giving your team a record ready for review.
- Client identity and method records
- Conversation transcripts on each ticket
- Complete action history for review
LET'S TALK AUTOMATION
Your HaloPSA investment.
More put to work.
Explore the 14× extended HaloPSA offering with us, bringing your calls, messages and everyday workflows into one platform. Connect through OAuth, and handle your clients' requests within the Halo setup your team already uses.
Bring us the process you most want to stop doing by hand.