Halo PSA Setup Guide

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Step-by-step instructions for connecting Halo PSA to SuperIT

This guide walks you through connecting Halo PSA to SuperIT. The integration provides comprehensive client and ticket synchronization, asset management, and real-time webhook support.

Prerequisites

  • Halo PSA admin access
  • SuperIT manager team account
  • About 15-20 minutes for complete setup

Step 1: Gather Halo PSA Information

Before starting the SuperIT configuration, collect these details from your Halo PSA environment:

Required Information

  • Tenant URL: Your Halo PSA instance URL (e.g., yourdomain.halopsa.com)
  • Tenant ID: Your Halo tenant identifier (if applicable)
  • Client ID: OAuth application client ID
  • Client Secret: OAuth application client secret

Finding Your Halo PSA Details

Tenant URL: - Use your Halo PSA login URL - Format: https://yourdomain.halopsa.com - Remove any path components (use base domain only)

Tenant ID: - Found in Configuration → Integrations → API Details - Sometimes labeled as "Instance ID" or "Database ID" - May be optional depending on Halo configuration

Step 2: Create OAuth Application in Halo PSA

Access Application Settings

  1. Log into Halo PSA with admin privileges
  2. Navigate to Configuration → Integrations → OAuth Applications
  3. Click New to create a new OAuth application

Configure OAuth Application

Set up the application with these settings:

Application Details: - Name: SuperIT Integration - Description: SuperIT PSA integration for ticket management - Application Type: Server Application - Authentication Method: Client Secret

Redirect URIs: - Add the SuperIT callback URL (provided during connection setup) - Format: https://your-superit-instance.com/api/integrations/halo/callback

Scopes and Permissions: Grant these minimum permissions: - read:tickets - Read ticket information - write:tickets - Create and update tickets - read:clients - Read client information - read:assets - Read asset information - read:users - Read user information - write:webhooks - Configure webhook endpoints

Generate Credentials

  1. Save the OAuth application configuration
  2. Copy Client ID: Save the generated client ID
  3. Copy Client Secret: Save the client secret (shown only once)
  4. Note Application ID: Record the application ID for reference

Step 3: Configure SuperIT Connection

Add Halo PSA Connection

  1. Log into SuperIT as a manager team member
  2. Navigate to PSA → Connections
  3. Click Add Connection → Halo PSA
  4. Enter connection details:

Connection Information: - Connection Name: Descriptive name (e.g., "Primary Halo PSA") - API URL: Your Halo PSA tenant URL - Client ID: OAuth client ID from Halo - Client Secret: OAuth client secret from Halo - Tenant ID: Halo tenant ID (if required)

Authorize Connection

  1. Click Authorize to begin OAuth flow
  2. Browser redirects to Halo PSA login
  3. Log in with admin credentials
  4. Grant permissions to SuperIT application
  5. Browser redirects back to SuperIT with authorization code

Verify Connection

  1. Connection status shows "Connected" when successful
  2. Test shows:
    • ✅ Authentication successful
    • ✅ API access confirmed
    • ✅ Tenant information retrieved
  3. Fix any errors before proceeding

Step 4: Initial Synchronization

Start Client Sync

  1. From the connection detail page, click Sync Clients
  2. Monitor sync progress in the dashboard
  3. Sync time depends on number of clients (typically 2-10 minutes)

Verify Client Data

  1. Navigate to Clients tab in connection details
  2. Verify your Halo clients appear correctly
  3. Check client names, status, and contact information

Start Asset Sync (Optional)

  1. Click Sync Assets to import client assets
  2. Note: Asset sync can take time with large inventories
  3. Monitor progress and check for any sync errors

Start Ticket Sync

  1. Click Sync Tickets to begin initial ticket import
  2. Warning: Initial sync can take time with large ticket volumes
  3. Choose sync options:
    • Date Range: Sync tickets from last 30/90 days or all time
    • Client Filter: Sync all clients or specific clients only
    • Status Filter: Include closed tickets or open only

Step 5: Configure Webhooks

Webhooks provide real-time updates when tickets change in Halo PSA.

Manual Webhook Setup

  1. In Halo PSA, go to Configuration → Integrations → Webhooks
  2. Create new webhook with these settings:
    • Webhook Name: SuperIT
    • Payload URL: Inbound webhook URL from the Webhooks tab of your SuperIT connection
    • Method: POST
    • Content Type: application/json
    • Events: New Ticket Logged, Ticket Updated, Ticket Updated by Agent, Ticket Updated by User
    • Authentication: Sign Request Body with a Secret Key
    • Secret Key: Webhook secret from the Webhooks tab of your SuperIT connection
    • Signature Header Name: X-HALO-SIGNATURE
    • Signing Algorithm: SHA-256

Test Webhook Delivery

  1. Create or update a test ticket in Halo PSA
  2. Check SuperIT webhook logs for successful delivery
  3. Verify ticket changes appear in SuperIT within seconds

Link Halo clients to specific SuperIT teams for proper ticket routing.

  1. Navigate to Client Management in your Halo connection
  2. For each client, click Link Team
  3. Select the appropriate Managed Team
  4. Configure sync preferences:
    • Sync Tickets: Enable ticket synchronization
    • Sync Assets: Enable asset synchronization
    • Initial Sync: Choose historical data range

Bulk Client Linking

For multiple clients with similar requirements: 1. Select clients using checkboxes 2. Click Bulk Link Teams 3. Choose target team and common settings 4. Apply to all selected clients

Detailed instructions: Client Management Guide

Step 7: Verification and Testing

Check Sync Status

  1. Clients: Verify all expected clients are imported
  2. Tickets: Confirm recent tickets appear with correct data
  3. Assets: Check asset data if asset sync enabled
  4. Sync Logs: Review any warnings or errors in sync history

Test Real-time Sync

  1. Create Ticket: Create new ticket in Halo PSA
  2. Verify Routing: Confirm ticket appears in correct SuperIT team
  3. Update Status: Change ticket status and verify sync
  4. Add Notes: Add notes and verify synchronization

Test AI Integration

  1. Open Conversation: Start chat with SuperIT about a Halo ticket
  2. Ticket Context: Verify SuperIT can access ticket details
  3. Status Updates: Test AI-driven ticket status changes
  4. Asset Context: Verify SuperIT can access related asset information

Step 8: Optimize Performance

Sync Scheduling

Configure optimal sync timing: - Real-time: Webhooks for immediate updates (recommended) - Polling: Every 15 minutes for systems without webhook support - Hybrid: Webhooks + periodic full sync for data integrity

Performance Tuning

  • Batch Size: Adjust sync batch size based on system performance
  • Date Filters: Limit historical sync to recent data
  • Client Filters: Sync only active clients initially
  • Asset Sync: Enable only if asset management is required

What to Expect

Sync Performance

  • Initial client sync: 2-10 minutes
  • Initial ticket sync: 10 minutes to 2 hours (depends on volume and date range)
  • Initial asset sync: 5-30 minutes (if enabled)
  • Ongoing sync: Real-time (webhooks) or every 15 minutes (polling)

Data Handling

  • Historical tickets: Imported based on selected date range
  • Assets: Full asset inventory with relationships
  • Attachments: Metadata synced, files remain in Halo
  • Custom fields: Standard fields synced automatically

Team Experience

  • Halo tickets appear in SuperIT team views
  • SuperIT can assist with Halo tickets
  • Status changes sync between systems
  • Asset context available for better support

Next Steps

  1. Configure client-team links for proper ticket routing
  2. Set up webhook monitoring for real-time performance
  3. Review security settings and safety controls

Getting Help

Common Issues

  • OAuth failures: Check application permissions and redirect URIs
  • Sync errors: Verify API permissions and client access
  • Webhook problems: Check endpoint configuration and network access

Support Resources

Connection successful? Continue with Client Management to configure ticket routing, or check Webhook Setup for advanced real-time configuration.

ConnectWise Troubleshooting Halo PSA Client Management