HaloPSA integration for support workflow with GenticFlow
Chat with ticket endpoints without leaving HaloPSA.
Open a secure Endpoint Conversation from a HaloPSA ticket, chat with its endpoint, run an Investigation through the familiar approval flow, and add a private ticket note. GenticFlow also picks up L1 tickets, investigates endpoints, runs approved fixes where policy allows, and syncs status, notes, and resolution evidence back to HaloPSA.
HaloPSA service desk fit
Built for MSPs that already run service delivery in HaloPSA.
Technicians can work directly from a HaloPSA ticket with a secure Endpoint Conversation, Investigations through the familiar approval flow, and private ticket notes. HaloPSA stays the ticket system of record for automated resolution and technician-led work.
- Designed around HaloPSA ticket types, client mapping, approval states, assets, and internal notes
- Writes diagnostic evidence, fix notes, and status changes back to HaloPSA
- Preserves technician handoff with the evidence chain attached to the ticket
What GenticFlow does with this integration
Bidirectional Ticket Sync
- Webhook and API-based ticket pickup from HaloPSA
- Status, priority, agent, and client mapping preserved
- Internal notes, user-facing updates, and resolution notes posted automatically
- Organization and asset mapping retained across MSP clients
Support workflow connected to your PSA
- Common IT tickets diagnosed with resolution proposed for approval
- Approved device actions run through the GenticFlow agent
- Full diagnostic context posted to the ticket
- Ticket closed in HaloPSA when resolved
From support request to device context and action
- GenticFlow classifies support issues by type automatically
- Approved device actions for password, printer, browser, email, VPN, and software issues
- Device investigation gathers evidence from linked devices and posts findings
- Verification confirms the endpoint reached the expected state before closure
- Knowledge base auto-answer for general inquiries
Endpoint Conversations Inside Tickets
- Open a secure Endpoint Conversation and chat with the ticket's endpoint without leaving the ticket
- Run an Investigation through the familiar approval flow
- Add a private ticket note to keep findings with the support record
- If no endpoint is attached, select an eligible endpoint from the ticket's organization before starting work
Built for Multi-Client Delivery
- Per-client controls over which categories are handled
- Dashboard visibility across all HaloPSA clients
- Resolution notes post directly inside your PSA workflow
- Escalations include full investigation context
How It Works
Connect your HaloPSA instance
Create a HaloPSA API application and connect it to GenticFlow. For conversations inside tickets, configure the GenticFlow custom ticket tab in Halo and enable Ticket Conversation in the integration settings. Endpoint investigation runs through the GenticFlow endpoint agent.
Open an Endpoint Conversation from a ticket
Open the GenticFlow tab on a synchronized HaloPSA ticket and sign in when prompted. Chat with the attached endpoint, or select an eligible endpoint from the ticket's organization if none is attached. Run an Investigation through the familiar approval flow and add a private ticket note.
Choose which ticket categories to hand over
Start small, expand as results prove out.
GenticFlow classifies support issues, investigates the device where needed, proposes approved actions, and records the outcome
Tickets are triaged by issue type. Supported types are diagnosed with resolution proposed for approval via endpoint execution. The rest are investigated with findings posted as notes.
Outcome and evidence written back to HaloPSA
Notes and status updates appear in your PSA.
Keep HaloPSA as the system of record.
HaloPSA stays the ticket record. GenticFlow investigates supported issues on the affected endpoint, runs approved fixes under policy, verifies the result, and writes findings and resolution notes back. Cases that need judgment reach technicians with complete evidence.
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