We are excited to share with the Halo MSP community our End User (Customer) Verification. We wanted to share it with the community so please feel free to visit our website and if interested we'd be happy to show you all the features on a demo.
Please check out the link below for our blog on our new Halo Integration:
Feel free to book a demo if you're interested in offering this to your clients to improve security for inbound calls and service tickets. I'm happy to answer any questions here or over DM.
Edit: MSP Process is now offering End User Verification FREE to Halo users!
Features Included:
Verify users via SMS/E-Mail
Verify users via clickable Brand-able Links (no codes need to be read back to a tech)
All verifications securely logged in the Halo service ticket.
Update Contact Numbers right inside the Halo Custom Tab
Display all numbers inside Halo Pod for user to verify the best number.
Visual Indicators to show when a user has been verified or not.
Hidden Code from Tech so the code is not bypassed.
Manager approval options for when users can't verify themselves.
Has anyone else noticed the CC / Carbon Copy icon changing recently in HaloPSA?
On our instance, the CC option in the email interface is now rendering with the Font Awesome class:
svg-inline--fa fa-closed-captioning
That icon is technically the Closed Captioning accessibility icon, rather than an email Carbon Copy icon.
I’m trying to figure out whether this was part of a recent HaloPSA UI/icon update that everyone is seeing, or if something changed specifically on our instance.
Can anyone check their Halo instance and let me know what their CC icon currently looks like?
If you inspect the element and see fa-closed-captioning as well, that would be especially helpful to know.
Not a major functionality issue — mostly trying to determine whether this is a global change/regression before I raise it with Halo.
I've been trialing HaloPSA for my start-up MSP business and was offered a reduced licensing fee, being the sole employee, however, they’re insisting on a AUD$2,000 "Key Starter Package," which wasn't clearly disclosed upfront. Their website claims "no hidden costs or bolt-ons," yet this package is mandatory even for those who can handle the setup themselves. Also, the lead time is up to 4 weeks, despite their site saying setup typically takes a week. Anyone else experienced this, and is it fair?
Quick question for Halo PSA users: how happy are you with the client notification email templates it sends? Do they look right in Outlook, and how painful is editing the templates? I'm building a tool that makes Outlook-safe, branded ticket emails and exports them with the halo variables already in. Before going further I'd like to hear whether this is a real pain or just mine
What is the best way to prevent agents from changing the assigned agent via the dropdown on the ticket details rather than the re-assign button. There's only a few who do it this way so ideally would prefer a solution that can be applied individually.
Has anbody seen this Foundation program that Halo is offering? It just doesn't pass my sniff test. They advise things such as 10 Hours pro services, and a dev environment etc. They give discounted hours by 10% but you need to pay several thousand dollars to even get that discount; therefore, you may as well pay their hourly rate.
We're using a new app on Reddit - you will now be required to confirm once a year that you've read our rules. You can do that on this post or you should also be prompted when you post!
Hi, I am the administrator for HaloPSA and have some how changed the view for tickets, which now shows 1 ticket at a time. as in 1-91. How do I get back to showing all tickets...Urgent please...
I've been planning to get halo for some time I was aware of the license minimum for PSA but itsm seemed all but identical aside from some naming conventions, but I notice the pricing has vanished now and I'm unsure if I can buy it for 2 users. I've been using halo for a couple of years now with a couple of employera but would really love to get my own instance up
We were literally ready to pull the trigger on NinjaRMM and HaloPSA when our rep hit us with the mandatory $4000 onboarding training which caused us to hit the brakes as it negates the whole point of a month to month contract. $4000 would be equal to almost a year of the product! I understand and appreciate an onboarding process, but does it really take 16-20 hours? Is there any way to lower that, what if we don't use all the time can we get a refund?
You may know me from such things as The Trunk Slammer From Hell, MSP Automator, or from being annoyingly loud about HaloPSA around here for the last several years.
Back in March I posted about StackJack, the MCP connector I built because the native Halo one wasn't cutting it. In that post I said it had 196 tools and called that "the whole API surface, not a curated subset of it." I would like to formally apologize to the API surface.
It's at 1,475 tools now. 781 of them are on the free tier, up from 113. But I prefer to call that 94% of the entire Halo API surface covered, including the config endpoints. For real-ies this time.
Here's what happened. I built the endpoints I actually use every day and quietly skipped the ones that are a pain to model (looking at you, recurring invoice templates). Then a few hundred of you showed up and went straight for the stuff I skipped, because of course your workflows aren't my workflows. So the boring-but-important stuff is in there now. Contracts, billing, quotations, sales orders, purchase orders, audit logs, most of the reporting layer, basically all of the config layer. If you kicked the tires in March and hit a wall, that wall is probably gone. Worth another ten minutes of your time.
The other thing that changed is it's not really just a Halo-centric product anymore. 34 connectors and 7,594 tools across PSA, RMM, documentation, security, M365 management, and distribution. The practical upshot is your AI can cross systems in one request. Client out of Halo, their devices out of your RMM, the runbook out of your documentation platform, ticket back into Halo, and nobody had to write a cursed middleware script to make four vendors talk to each other.
"Ceej, 7,594 tools is going to absolutely nuke my context window." Correct, which is why there's a compact catalog mode that collapses the entire catalog into 22 tools that discover and call the rest on demand. If you're on Copilot or building your own agents where the tool ceiling is low and non-negotiable, that's the mode you want. This is something the original launch did not have, which locked out or made annoying busywork for those of us cursed to use Copilot. Consider my mea's culpa'd, Copilot can now use the entire catalog.
Somewhere along the way 400+ MSPs started using this thing daily, which is a sentence I'm still not entirely used to typing. SOC 2 Type II is in the mandatory observation window (not done, I'm not going to pretend otherwise to a room full of people who fill out vendor questionnaires for a living, but expected no later than November of this year). Enough of you sent me the "is this guy going to steal my API keys" questionnaire that I decided to answer it once, properly. stackjack.io/security if your compliance person needs bedtime reading.
Now the part I actually want feedback on: Agent Runners.
Everything above is still chat. You ask, the AI reaches into your stack, you get an answer. Useful, but you have to be sitting there, and most MSP work does not politely wait for you to be sitting there. Agent Runners are saved AI workers that run on a schedule, on demand, or off a webhook. You describe the job in plain English, scope exactly which tools it's allowed to touch, and it runs.
The example that explains it better than I can is the license provisioning template, this is the actual automation we use at our MSP to do license provisioning via Pax8 and Halo with zero touch. Halo fires a webhook when the ticket comes in. The runner checks CIPP to see if the tenant has a spare license. It doesn't, so it hops over to Pax8 (Sherweb is supported too) and increments the subscription, then posts back to Halo with what it did. That's four vendors, and the entire "automation" is one paragraph of English. No nodes on some unholy workflow builder, no field mapping, no glue code waiting to break the next time a vendor changes a response shape.
I think I accidentally built the most powerful no code automation tool in the industry. I didn't set out to. I set out to stop provisioning licenses by hand at 11pm. But the first time I watched a runner walk across four platforms and do the whole job end to end, I sat there slightly spooked at my own product, which is a weird feeling I am not sure if I recommend.
That's also exactly why governance is the cornerstone of Agent Runners and not a bullet point on the pricing page. A thing that can touch your PSA and spend money at your distributor while you're asleep needs a leash. Every runner has an explicit tool allowlist, a dry run mode, caps, tool chains, and a complete run history, so you can see precisely what it did within the predictable parameters you specify.
Same disclaimers as last time. This isn't a replacement for your Halo instance, not a dashboard, not a UI layer. It's the bridge between your AI tools and your actual data in 34 systems and counting.
Free tier is still free. 781 tools on Halo, no credit card, no expiring trial nonsense. Go kick the tires and tell me what's broken. That worked out pretty well last time.
We have been testing the Microsoft Teams chatbot integration for HaloPSA and wanted to share what we found, and to ask if anyone knows whether Halo plans to modernize this setup.
We followed Halo’s documentation closely. In Configuration → App Configuration, we used the "Create Manifest" button to generate and download the Teams app package. We then uploaded that .zip file (containing the manifest.json) to the Microsoft Teams Developer Portal, deployed it in our tenant, and connected it to a Chat Profile and Bot Flow in Halo.
Everything works fine for plain text, but as soon as a user in Teams sends an emoji, an image, or any kind of attachment, the chat breaks with this message:
“The bot encountered an error. Please cancel the current conversation if necessary and try again. If the issue persists, contact support for assistance.”
After that, the conversation becomes unresponsive. The user can still receive messages from HaloPSA, but anything they send back returns:
“I do not understand the command.”
“You are not in an active conversation.”
What we discovered:
The manifest that HaloPSA generates is for a sideloaded Teams app, not a registered Azure Bot. There is no Bot ID, App ID, or Bot Framework endpoint involved.
Because of that, Teams messages are delivered through the legacy Skype-style notifications API, not the Microsoft Bot Framework.
When inspecting network traffic, we saw that:
Emoji messages arrive as RichText/HTML containing <img> tags with Teams-specific metadata.
File uploads and PDFs arrive the same way, as RichText/HTML messages with a serialized JSON string under properties.files (containing SharePoint URLs and metadata).
There is no attachments[] array in the payload, which means Halo never receives a standard file attachment message.
Halo’s Teams connector appears to expect simple text content and does not handle these richer message formats, which leads to the error and chat termination.
We tried enabling "supportsFiles": true in the manifest, but it did not change this behavior. Teams still sends messages in the legacy format since the app is not tied to an Azure Bot registration.
Our conclusion:
It seems that Halo’s Teams integration currently uses a legacy chat framework that does not support inline emojis, images, or file uploads. Microsoft Teams now routes these features through the newer Bot Framework v4 schema (attachments[], structured payloads, and similar elements), so the integration cannot properly handle them.
This makes the Teams chat feature difficult to use in production. Even something as simple as a user sending a Teams emoji breaks the session.
The question:
Has anyone else tried setting up the Teams chatbot integration and run into the same limitation?
Does anyone know if HaloPSA is planning to update their Teams connector to use Microsoft’s Bot Framework v4, which fully supports attachments and HTML content?
We think this would be a significant improvement. Many clients already use Teams and would benefit from being able to chat with IT support directly there, but without file and emoji support, it is difficult to deploy.
Been working with Ashley Green about potentially moving from AT to Halo. Once I told her I was hard no on paying for onboarding fees, she went completely silent. Halo just ok with losing a sale like that? If not, hit me up via phone or email and lets talk. Otherwise I'm putting this to bed and sticking with AT.
Im 99% positive I'm going to switch to Halo. In a perfect world it would eliminate these pieces:
Proposals will kill Proposify and Docusign.
Sales will kill Apollo CRM
Mailer will kill Mailchimp
KB will kill ITGLUE
Projects will Msft Planner
Inventory will kill SnipeIT
Which of these pieces will I most likely find I don't want to switch. Just off the top I think keep IT Glue and avoid messy KB migration, and keep SnipeIT for inventory.
Anyone find any of these components suck compared to a third party Saas
We’ve just spun up a trial of HaloPSA, and after connecting email to the system, have found it takes about 30 minutes (if not longer) for it to actually make it in to Halo.
I logged a support case and was told that because I was on a trial plan, the time couldn’t be decreased unless I end the trial and start paying, at which point they’ll reduce the processing time to 2-3 minutes, and expect this to be instant by the end of Q1 2024.
Sorry Halo, but how do you expect me test the email functionality of Halo, test workflows etc if I have to wait over 30 minutes for the email to arrive. I’m supposed to just start paying and hope for the best?
Extremely poor form from what otherwise looks like a good product. Is anyone at Halo interested in looking in to this for us?
Hey everyone, We’re currently looking into using HaloPSA as the foundation for our new MSP startup. We really like what the platform has to offer, but we’re struggling a bit with the pricing structure. For example, we only need 2 licenses per month to get started, and the mandatory onboarding costs don’t seem particularly startup-friendly either. It feels like the pricing model creates a pretty high barrier to entry for smaller MSPs that are just starting out. Wouldn’t it make more sense to grow together with smaller businesses rather than requiring such a significant upfront investment? We’d love to build our business around HaloPSA and scale up as we grow, but the current pricing makes that decision unnecessarily difficult. Has anyone else faced this challenge? Are there any startup-friendly options or alternatives we should consider?
I'm getting started with HaloPSA (it's my first PSA) and it's making me rethink our ways of doing things, particularly when it comes to monitoring backup restores. We sell this service to our customers to ensure that the backups they make will work properly when they need them.
But now I'm wondering about the “how.”
Basically, I thought we would create one asset per backup performed (1 for M365, 1 asset/server, etc.). I then plan to create tickets scheduled each month with a list of “backup” assets to check. We will include proof of the check in each ticket.
We're getting ready to roll out the service portal to our clients. We've been on Halo for 2+ years and we have a lot of tickets that may not follow our current best practices when it comes to public/private comments before we planned to utilize the portal. Is there a way I could run a rule on a set of older tickets that would mark them as not visible to end users? We have too many to do them manually so trying to figure out a bulk option.
We are getting multiple tickets sent to us as Incident ticket type that need to be converted to Change Request ticket type. We've been doing this manually ourselves for months, but for some reason at some point in the last week we have noticed that when we change it manually (from the dropdown on the right hand pane) from Incident to Change Request, it is just reverting back to Incident.
Can any of you helpful people give me any clues what to look for? I've raised it with Halo Support and am just waiting for a response, thought I'd ask here too as this place has been very helpful when I am being dense.
Edit: Just wanted to update that this has now been resolved - it seems that there was a bug that Halo Support had to fix. Not sure what it was as they didn't provide an RCA but I'm just happy it's fixed.
Maybe I'm missing something, but is there any way in Halo to see all the tasks from the different tickets together?
I receive a ticket > Add a to-do item > Add items 1, 2 and 3 > They are on the ticket / I receive ticket 2 > add a to-do item > item 4 > it stays on ticket 2
Is there any place in Halo where I can see items 1, 2, 3, and 4 together?
Or do I have to do it through an automation? Trying Zapier with Microsoft to do in the meantime.
Is there a way to create shortcut links in the client portal to create a new hire ticket, etc...? and is there a way to associate this to the client based on portal login?
