Halo PSA Client Management

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Link Halo PSA clients to Super IT teams for automated ticket routing

After connecting Halo PSA to Super IT, you need to link specific clients to your support teams. This ensures tickets from each Halo client are automatically routed to the correct Super IT team with appropriate access to client assets and information.

Prerequisites

  • Halo PSA connection configured and syncing
  • Clients synced from Halo PSA
  • Super IT managed teams created

How Client Routing Works

  1. Ticket Created: New ticket appears in Halo PSA for Client A
  2. Super IT Checks: Looks up which team is linked to Client A
  3. Auto-Route: Ticket appears in the linked team's Super IT interface
  4. Context Available: Sparky has access to client assets and history

Benefits of Client Linking

  • Automatic routing eliminates manual ticket assignment
  • Team specialization allows dedicated support for specific clients
  • Asset context provides better support with client device information
  • AI enhancement offers client-specific knowledge and history

Step 1: View Synced Clients

Access Client List

  1. Navigate to your Halo PSA connection in Super IT
  2. Click the Clients tab
  3. Review the list of clients imported from Halo PSA

Client Information Displayed

  • Client Name: As it appears in Halo PSA
  • Status: Active, Inactive, or other Halo status
  • Link Status: Whether client is linked to a Super IT team
  • Ticket Count: Number of tickets associated with this client
  • Asset Count: Number of assets for this client (if asset sync enabled)
  • Last Sync: When client data was last updated

Filter and Search Options

  • Filter by status: Show only active clients
  • Search by name: Find specific clients quickly
  • Sort options: By name, ticket count, or last update
  • Bulk selection: Select multiple clients for batch operations
  1. Click Link Team next to the client name
  2. Configure the link settings:

Team Assignment: - Managed Team: Select target Super IT team from dropdown - Primary Contact: Designate primary team contact for this client - Backup Team: Optional secondary team for coverage

Sync Configuration: - Sync Tickets: Enable/disable ticket synchronization - Sync Assets: Enable/disable asset synchronization
- Historical Range: Choose how far back to sync historical tickets

Link Preferences: - Auto-activate: Automatically activate link after creation - Priority Level: Set default priority handling for this client - Escalation Rules: Configure client-specific escalation preferences

Bulk Client Linking

For multiple clients with similar requirements:

  1. Select Clients: Use checkboxes to select multiple clients
  2. Bulk Link: Click Bulk Link Teams
  3. Configure Settings:
  4. Choose target team for all selected clients
  5. Set common sync preferences
  6. Apply standard escalation rules
  7. Apply Changes: All selected clients get identical link configuration
Sync Preferences

Ticket Sync Options: - All Tickets: Sync all tickets for this client - Open Only: Sync only open/active tickets - Date Range: Sync tickets from specific date range - Status Filter: Sync tickets with specific statuses

Asset Sync Options: - All Assets: Sync complete asset inventory - Active Only: Sync only active/deployed assets - Asset Types: Select specific asset types to sync - Location Filter: Sync assets from specific locations

Team Assignment Rules

Primary Team: - Receives all tickets by default - Has full access to client assets and history - Responsible for client relationship management

Backup Team: - Receives tickets during primary team unavailability - Has read-only access to client information - Handles overflow during high-volume periods

Specialized Teams: - Handle specific types of tickets (network, security, etc.) - Based on ticket category or asset type - Automatic routing based on ticket classification

Step 3: Configure Advanced Routing

Conditional Routing

Set up automatic routing based on ticket characteristics:

By Ticket Type: - Incidents: Route to Level 1 support team - Requests: Route to service desk team
- Problems: Route to Level 2 technical team - Changes: Route to change management team

By Priority: - Critical/High: Route to senior support team - Medium: Route to standard support team - Low: Route to junior support team

By Asset Type: - Servers: Route to infrastructure team - Workstations: Route to desktop support team - Network: Route to network operations team - Security: Route to security team

Service Level Configuration

Configure client-specific service levels:

SLA Management

Response Times: - Set expected response times by priority - Configure escalation triggers for SLA breaches - Define business hours for this client

Escalation Rules: - Level 1 → Level 2 escalation timing - Management notification thresholds - Emergency contact procedures

Asset-Based Routing

Critical Systems: - Identify critical assets for priority handling - Route tickets affecting critical assets to senior teams - Set up automatic escalation for critical system issues

Asset Categories: - Route based on affected asset type - Consider asset location for team assignment - Factor in asset service level requirements

Track how well client-team links are working:

Routing Accuracy: - Percentage of tickets correctly routed - Number of manual reassignments needed - Time to initial response by team

Team Workload: - Ticket distribution across teams - Average tickets per team member - Workload balance indicators

Client Satisfaction: - Response time metrics by client - Escalation rates per client - Resolution time trends

Health Monitoring

Regular checks to ensure optimal performance:

Daily Monitoring
  • Sync Status: Verify all client links are syncing properly
  • Routing Accuracy: Check for any misrouted tickets
  • Team Capacity: Monitor team workload distribution
  • Error Rates: Review sync errors or routing failures
Weekly Analysis
  • Performance Trends: Analyze response time and resolution trends
  • Client Feedback: Review any client escalations or complaints
  • Team Utilization: Assess team capacity and specialization effectiveness
  • Configuration Adjustments: Update settings based on performance data

To update existing client-team assignments:

  1. Access Link Details: Click on any linked client
  2. Edit Configuration: Update team assignment or sync preferences
  3. Apply Changes: Changes take effect for new tickets immediately
  4. Transfer Existing: Optionally transfer existing open tickets

Seasonal Adjustments

Handle varying support needs:

Peak Periods: - Temporarily assign additional teams to high-volume clients - Adjust escalation thresholds for busy periods - Redistribute workload to balance capacity

Holiday Coverage: - Configure backup team assignments - Adjust service hours for holiday schedules - Set up automatic escalation for coverage gaps

Client Lifecycle Management

New Client Onboarding
  1. Client Appears: New client syncs from Halo PSA
  2. Assess Requirements: Review client size, complexity, SLA needs
  3. Team Assignment: Link to appropriate team based on requirements
  4. Configuration: Set up sync preferences and routing rules
  5. Testing: Verify ticket routing with test ticket
Client Offboarding
  1. Deactivate Link: Stop routing new tickets to team
  2. Complete Work: Finish any open tickets for the client
  3. Archive Data: Preserve client history per retention policies
  4. Clean Up: Remove from active routing configuration

Common Client Scenarios

Multi-Location Clients

Clients with multiple locations requiring different support:

By Geography: - East Coast: Route to eastern support team - West Coast: Route to western support team - International: Route to global support team

By Time Zone: - 24/7 Clients: Route based on business hours - Standard Hours: Route to appropriate regional team - Mixed Requirements: Use conditional routing rules

Specialized Service Clients

Clients requiring specialized expertise:

Industry-Specific: - Healthcare: Route to HIPAA-trained team - Financial: Route to security-focused team - Government: Route to compliance-certified team

Service-Type Specific: - Managed Security: Route to security operations team - Cloud Services: Route to cloud specialists - Legacy Systems: Route to specialized legacy support team

High-Volume Clients

Clients generating large numbers of tickets:

Load Balancing: - Distribute tickets across multiple teams - Use round-robin assignment within teams - Monitor team capacity in real-time

Escalation Management: - Fast-track high-priority tickets - Automatic escalation for volume spikes - Dedicated account management for major clients

Tickets Not Routing

  • Check link status: Ensure client-team link is active
  • Verify team permissions: Confirm team can receive tickets
  • Review sync status: Check for client sync issues
  • Test routing: Create test ticket to verify routing

Wrong Team Assignment

  • Update link settings: Change target team in link configuration
  • Transfer existing tickets: Move current tickets if needed
  • Review routing rules: Check conditional routing configuration
  • Monitor changes: Verify new routing works correctly

Performance Issues

  • Monitor team workload: Check for overloaded teams
  • Adjust routing rules: Balance load across available teams
  • Review escalation patterns: Look for systematic issues
  • Optimize sync settings: Reduce unnecessary data synchronization

Client links configured? Continue with Webhook Setup for real-time performance optimization, or check Troubleshooting if you encounter issues.

Halo PSA Setup Guide Halo PSA Webhook Setup