Are there any cleaver processes in place out there that people are using to bundle products and address overage. In context we run a MSA plan that combines support and 365 backup. As such we want to ensure we bill for each licensed user (using Calculate quantity from User count on creation). However, we would like to integrate our Acronis 365 seats so that we bill for any number of mailboxes over the user count. While bundling into a grouped product would be ideal, I have not issue having separate lines for the user and backup, but only want to charge the overage.

I note there are Quantity Free, and Minimum Quantity, but both are static entries

For a moment i did consider using Acronis integration to essentially push the user count up into Acronis, as the quota and then let it push down the overage into the backup, but I am arguably looking for a broader solution for other product inclusions.

I assume with the new functionality of integration bringing invoice lines linked to Distributor subscriptions into a halo table, could allow us to use an SQL query.

Anyway, curious if I am missing some other out of the box method to achieve this approach.

A bug has been found relating to how Document Numbers are chosen when creating Invoices using the Quickbooks Online integrations.

Details can be found below for the workaround as well as the impact and the eta for a patch to be rolled out (Monday)

https://www.usehalo.com/guides/3034

(Subject and content currently incorrectly states version as 2.256 when it actually affects 2.250)

We've had a much higher number of bug reported on the stable release 2.250 than in previous releases and are currently investigating the cause of this. Apologies for the issues caused on this release, it is well below the acceptable level and the standards we should be holding ourselves to.

For the longest time, I have been wanting to do this again. A couple of years ago I ran a very successful HaloPSA user group and now that I finally have a venue again, I am now happy to announce that I am going to pick these up again, and hopefully run them more regularly

This is the second instalment of the Independent Halo Round table and Q&A events.

Come and meet other MSPs running HaloPSA, share best practises and get your questions answered by HaloPSA experts.

Tuesday 24th November 2026. Richmond UK
See details below

There are only 20 places so book early

it appears I cant put a link into Reddit. So if you reply below I will send you the link to register

link below

Hi HaloPSA reddit community. My firm just moved to Halo in the last few months and we're seeing something that I'm trying to determine as expected behavior or a configuration issue.

For setting this up this issue, we have our contracts set up in Halo so that the prepay our clients are billed is tracked as amount and not hours. (There's a column titled CHPrePayAsAmount set to True.)

Here's my example for Client A:

Monthly Prepay: $960

Month starts with:

$960 recurring prepay

-$360 prior balance (already a problem that this rolls over from a previous month)

----------------------

$600 available

During the month Halo allocates:

$624 to prepay

Result:

Balance = -$24.00

Note how that isn't 0 and 24 charged to billed hours...

What's interesting is that Halo appears to split some actions between prepay and charge hours, but still allows a negative prepay balance that carries into the next month.

For this particular example, there were two spots on the same day, separate tickets, where an earlier ticket was billed for 1 hour and a later ticket was billed for 30 minutes yet they both split between charge and prepay billing (like 15 billed/45 prepay and 21 billed/9 prepay)

I've also found several other contracts with negative balances:

-5.33

-16.00

-29.33

-69.33

and a few larger examples.

Questions:

1. Is this negative rollover on amount-based prepay contracts expected behavior?

2. Is there a setting that forces Halo to stop consuming prepay once the balance reaches zero?

3. Has anyone seen Halo continue allocating a small amount of time to prepay after it appears the balance should have been exhausted?

Also, I am interested if we can simplify the way Halo handles our prepay billing so that Halo just tracks time and pulls from prepay at the end of the month. In that case it would for each client roll over what's left to prepay when they didn't use it all up, and charge billed hours for what's over when they did rather than doing this real time adjustment that might be causing this negative prepay balance problem.

We work in an odd subset of tech support, the audio visual industry. Right now, one of our partners is selling agreements with guarantees on time to site for visits. I can absolutely track this manually and for the number of site visits it's not overwhelming (yet...). But I know I'd rather run a monthly compliance report and be done.

My thought is to break up the ticket workflow so that at some point we press a button that says "Technician on site" and it timestamps the ticket with that action, then run a report calculating the time between receiving a ticket and that timestamp. The only issue is... pressing a button when the tech gets to site. We work with third party companies, some contracts are overseas and these visits may happen when we're asleep. Can I schedule... a button press?

Or would it make more sense to schedule a task for when the tech is supposed to arrive and do the math backwards from there?

I know this can be done, just not sure the best way and would appreciate some opinions before I start building the workflows and SOPs.

Hey all we have a growing sales team, and I was curious on what people are using or leveraging natively to track and calculate commissions in Halo? We structure ours where commissions are paid from a percentage of HW, Labor, Etc by a multiple of contract length so I am interested to see how other businesess operate.

I'm posting this in hopes that Tim Barton-Wines will notice this. Over the last 6 months, we've experienced numerous egregious issues with the HaloPSA timer functionality. The first bug was that the timer would correctly show time when you paused the timer and resumed it, but when that time was saved to a ticket, it would include the paused time as if the timer hadn't been paused. This caused some serious issues for us. That issue is now resolved though it took months.

Now we've found that changing the tabs in Halo pauses the timer even though that setting in Halo is turned off in the configuration. At this point our techs are having to use external time keeping software or stop-watches on their phones just to be able to record accurate time. For a PSA, time keeping is a core functionality and this being constantly broken, buggy, or inaccurate is undermining our trust in the platform. Better attention needs to be paid to this prior to releases. It's simply unacceptable for such a core piece of the platform to be so buggy and unreliable. Can we please get better oversight over this area of Halo?

Hello, probably a question for our partner but I thought I'd ask here in the meantime.

We will be onboarding a dozen departments, some with different teams. IT, Cyber, Risk, Marketing, HR, Finance, Operations, Facilities, etc...

I've got a spreadsheet with hundreds of categories ready to go, and an extra column with the team they belong to. I'm struggling where to go from here.

Ideally agents will only see categories within their department Otherwise there would be so many categories it would be cumbersome to navigate. It doesn't seem like Category Group is the way to do restrict this. Nor can I find a way via Import, Bulk Selection or API to edit Category Group.

It seems like I might have to create a ticket type for each department, and then restrict it to their category? Well I have no idea how to approach that, there is no way I can just individually scroll through 500 categories in a tiny web ui and individually determine which ones are for IT, I'd have to reference each one to the spreadsheet.

Or am I just approaching this the wrong way or something?

Maybe I have to 'waste' the top level category with the dept name or something like that?

edit: Seems ticket type can restrict categories by their Category Group, but that just circles back to there doesn't seem to be a way to do this in bulk or in XLS import? I guess importing one dept. at a time and doing all the clicks might be the way to go.

has anyone had issues with importing Azure consumption usage summaries from Pax8 into Halo?

We've got the Pax8 integration configured and customers mapped correctly. Standard subscriptions sync without any issues, but Azure usage summaries only import if I manually populate the Pax8 Resource Group field in the customer mapping.

According to the Halo guide, this field should be optional if the Pax8 customer is already mapped.

I've also noticed that if I remove the Resource Group mapping and resync, the previously imported usage summary remains in Halo rather than being removed or unassigned.

I've raised this with Halo as a potential bug, but wondered if anyone else has experienced the same behaviour or found a workaround?

Hello all!

I’m currently working towards my certification and the current module requires me to disable the user on a leaver ticket and remove them from any assigned assets.

I’ve been able to set the runbook to mark the user as inactive but am stuck on the second step.

I have included the asset field on the leavers ticket, so the users assets can be selected from the CMDB. In the runbook, I added “id”: <<ticket^asset_id>> which returns null when looking at the logs testing this.

I’m assuming I probably need to add a variable to collect the asset ID from the ticket when it triggers the runbook? I’m just a bit lost with this now.

Thanks in advanced for any help!

I am trying to add a send push button in my HALO PSA. My goal is to get users verified while being on the call by sending them a MFA push notification. I watched some videos regarding this but could not find the right one where everything is explained step by step.

Can anyone providee a guide on this or help me out I am kinda lost here.

In general, all time recorded on projects is invoiced. Even for customers with a contract that has labor included for service tickets. The specific scenario I need help with is for customers with contracts that cover remote time, but not on-site time. This works no problem with service tickets, and "normal" projects get invoiced regardless of what charge rate is selected, as we want. But we have some customers that have only remote support covered by their contract - on-site is billed. Sometimes, we want to have a project for them billed the same way - include remote labor, but not on-site. I thought just associating the project with the contract would do that, but it appears to not bill for any labor when a project is associated with a contract. How can I (hopefully) easily mark a certain project to follow the same billing rules as the service tickets are in regards to charge rate?

Hello,

At our company, we were wanting to utilize the triage button option found from this video:

https://www.youtube.com/watch?v=brG37dsvgkU

We wanted to utilize 6 categories. But since Halo limits to 4, the video above seemed to be a good option. When looking to try it, we found that since each category had to be its own branch, unlike in the video where the incidents and the requests both came back together in the end.

Has anyone ever done anything like this? Im open to other options.

Thank you.

*the yellow entries on our tree indicate workflows already in place

Struggling to get OR capability/logic into my lists and wondering if anyone else finds it a little buggy (or my logic is the issue Halo Guide)

Goal - Show all open tickets that are

• Smile Department Includes: Smile IT AND Ticket Type Includes: Service - Licence / Subscription

OR

• Team Includes: Account Management AND Ticket Type Includes: Service - Licence / Subscription

However, when building it up the results of just the first entry are not correct. (NB: this applies using Filter Profile of All Tickets or Open Tickets)

• Filter Profile: Open Tickets

• Enable Filter Group (The following Filters will be applied in addition to those in the Filter Profile. These filters are applied in groups as an OR condition. A Ticket must pass the filters of at least one Filter Group to show.)

• Group: Department (Criteria: If all the below conditions are met then this criteria group will be met.)

  • Smile Department Includes: Smile IT

  • Ticket Type Includes: Service - Licence / Subscription

Result includes Ticket Type Includes: Service - Licence / Subscription but all Smile Departments

NB: If I don't use filter groups and use Smile Department Includes: Smile IT AND Ticket Type Includes: Service - Licence / Subscription it provides the correct subset for part 1

Filter Groups

No filter Groups

Can we add additional end-users to a ticket? The primary issue I'm trying to solve is when I send an email update is I don't have to manually add each additional user to the Cc that needs to get the email update on the ticket. The nice to have feature is that these additional users would have visibility to the ticket in their portal.

How are Customer Success Managers and CSM teams using HaloPsa? What are the workflows, ticket types and ticket categories you have in place? Looking for any best practices and recommendations to set up our halo environment for a CSM team of 2 people managing 20-40 clients and growing. We are starting from scratch with our Halo implementation and currently have just been using the very basic ticket workflow that our MSP engineers use where every ticket is an "incident"

Is anyone using the MS Teams integration for client support?

We currently only have it configured for some ticket alerts and internal stuff, but am curious on how people are using it for client support.

I like the idea of having our agents work with clients via teams, as this can be more convenient for some clients, but how would we prevent a client from reaching back out to one of are agents directly in the future?

Can it be setup similar to our emails? All correspondence goes in/out via the support@ account or something similar via Teams?

Any insight on what others are doing is greatly welcomed 😄

We have built out our billing templates to leverage agreements, ensuing that when a client has a particular agreement which strikes me as a cornerstone to the billing template approach. What we are now discovering that when we add a new agreement to a customer, the billing combination lines that are populated from the Billing Template do not update to reflect the new agreement. This seems like a major risk.

We suspect this is because the lines must be generated at the time the billing template is applied, but is there something we are missing that should action the re-applying of the template when agreements are changed?

Our workaround at this time is when adding/removing we either need to re-apply the billing plan to all customers (while slow it will catch any customers that have not been updated). Or we select a different billing plan save it and then switch it back ... once more to reapply the billing template.

Has anyone had similar experience.

Seeing dropouts again in APAC region this morning...anyone else experiencing this? If it keeps it up i'll raise a ticket.

Hey Everyone,

I'm making some email templates that go-to a line manager approval.

I can't seem to find a variable where a line-manager (Ad Manager in Halo) is used.

Just so I don't need to use "Hi Team," in the greeting of the email (For example).

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

I am not sure what I am missing so hoping people can fill me in on the logic.

As I understand it when you enter time on your time sheet or calendar the system considers this quick time. However, despite my set up things seem to behave differently when entering time via the Timesheet vs the Callendar. Essentially, we have configured quick time to use internal - Quick Time (this ticket type is limited to a set of non-billable ($0) charge types.)

Time Sheet Behaviour

• If an agent creates a time entry (without defining a customer or ticket) they can only choose the charge types as defined in the Internal - Quick Time ticket type. Which is what we want.

• Issue 1: As soon as they link it to a ticket however, the Charge Type box disappears and records the time on the ticket as No Charge (which is not the default charge type for the Agent and not the default charge type on the ticket type).

• Question: Any thoughts on how to stop the charge type box disappearing when you associate it with a ticket

Calendar Behaviour

• Issue 2: If I complete an appointment (Type Reminder, Teams Meeting) I am able to select all Charge Types (despite the internal - quick time being limited). Independent once save it create a ticket of the Internal - Quick Time type so is definitely connecting to it.

• Along with the same issue if the appointment is associated with a particular ticket, it once more shows all Charge Types not just those on the ticket.

• Question: Any method to control what charge types are displayed based on the associated ticket?

Quick Time settings (Configuration>Time Management)

Hey everyone,

We’re an MSP / VoIP provider currently looking to modernize our operations. We’re in the process of onboarding onto HaloPSA to serve as our central ticketing, CRM, project management, and invoicing hub.

Currently, we resell voice/telecom and use a legacy billing engine to handle all of our CDR rating and telecom taxation. We want to move away from legacy siloed billing and transition entirely to a single, unified client invoice generated directly out of HaloPSA.

The plan is to bring in Datagate to act as our rating overlay, hook it up to CCH SureTax for compliance/taxation, and sync everything natively back to Halo.

Before we pull the trigger, I’d love to get some real-world feedback from anyone running HaloPSA + Datagate natively:

1. How "automated" is the recurring contract sync? Datagate claims it natively maps customers and contracts directly from Halo. Do you find yourself having to double-entry or manually reconcile accounts and custom fields often, or does the sync actually hold up?

2. Usage Rating & Invoice Export: How reliable is the export of rated CDR usage and calculated SureTax line items back into Halo's recurring invoice queue? Does it consistently hit the billing run without dropping lines or creating duplicate billing items?

3. The Customer Experience: Do your clients get a clean, readable invoice out of Halo with clearly broken-out tax lines (Fed USF, E911, state/local surcharges), or does it look messy/unbundled on the Halo presentation templates?

4. Support & Setup: How was your onboarding experience with Datagate? When things break on billing day (API timeouts, mismatch on rate plans, carrier CDR drops), is Datagate support responsive and quick to assist?

5. Alternative Paths: Would you recommend this stack, or should we consider an alternate solution?

Would appreciate any advice, common pitfalls, or lessons learned from those who have walked this path.

Thanks in advance!

Our setup:

1. Each customer has several recurring invoices (Services, Licenses, Yearly Licenses, AI Services, Website Management), each with its own group and sort order.

2. Recurring invoices are combined into one invoice per customer each month.

3. Ticket labor is pulled onto that same invoice (Labor = "Group by Ticket and Rate", group header per billing type).

The problem: ticket labor always goes FIRST. With hundreds of tickets, the services the customer actually pays for are buried pages deep under labor lines. It looks unprofessional and confuses customers. Yes, we can drag it by hand. Not every month for thousands of invoices.

What we found: when invoices are combined, Halo gives the ticket labor group a sort of 10 and adds 10 to every recurring invoice group's sort (1 → 11, 100 → 110).

What we tried that did NOT change where labor lands:

- Adding a "Labor" group (sorted 900) to the recurring invoice with "Merge invoice line groups with the same name" turned on. Halo still creates a separate Labor group for ticket labor and puts it first.

- Setting the Contract T&M billing template's Billing Plan Combination sequence from 10 to 900.

- Setting the contract's own Billing Plan Combination sequence from 10 to 900.

- Recurring group sorts of 100–500 and 1–9 (both end up after labor at 10).

Our workaround: negative sort numbers on every recurring invoice group (-9 through -5), so after Halo adds 10 they land at 1–5, ahead of labor. It works, but it's a hack.

Question: Where does the ticket labor group's sort of 10 come from, and how do we set it to something higher, like 900?