HaloPSA integration for support workflow with GenticFlow
Connect HaloPSA to your technician support workflow
Bring HaloPSA tickets into GenticFlow with endpoint context, investigations, and technician tools. Use supported ticket sync to keep findings and notes with the case. Keep HaloPSA for the service or business workflows your team needs.
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
Support context and technician action
- Connect the ticket to available user and endpoint context
- Use read-only Investigations to gather evidence
- Review findings and use remote control, terminal, files, or supported playbook actions
- Keep findings and notes with the support record
- Use configured knowledge to assist user questions
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.
Keep HaloPSA as your ticket record where it fits. Bring tickets into the GenticFlow support workflow with endpoint context, investigations, and technician tools, then keep findings and notes with the case.