Halo's Latest AI — MCP
Halo ITSM

Halo MCP —
Your AI Assistant, Inside Your Service Desk.

Halo's Model Context Protocol (MCP) endpoint lets any AI assistant — ChatGPT, Claude, Copilot — discover and call your service desk functions directly. Raise tickets, search knowledge, log time, action requests. All through conversation.

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Open standard / Works with any AI tool
No code / Built into Halo
OAuth 2.0 / Secure by default

User via AI Assistant

ChatGPT · Claude · Copilot

"Log a P2 ticket — my VPN keeps dropping on the London network."

Done. Ticket #4821 raised, Priority 2, assigned to Network Team. Three similar past incidents found — want me to share the resolution steps?

"Yes, and log 30 mins against it."

30 minutes logged. Here are the top 3 resolution steps from ticket #3107...

Ticket raised KB searched Time logged

What is MCP, and Why Does It Matter?

Model Context Protocol is an open standard that lets AI assistants do more than generate text — it lets them take action in the systems you use. Instead of asking an AI a question and then manually doing something with the answer, the AI can complete the task itself.

Halo has built an MCP endpoint directly into the platform. Enable it, connect your AI tool of choice, and your service desk becomes something any AI assistant can talk to. No middleware. No custom development. No third-party connectors.

Without MCP

"What priority should this ticket be?"

1

Agent pastes ticket text into an AI chat window

2

AI responds: "I'd suggest Priority 2 — here's why…"

3

Agent switches back to Halo and navigates to the ticket

4

Agent manually sets the priority field and saves

4 steps  ·  2 applications  ·  manual data entry
With Halo MCP

"What priority should this ticket be?"

1

AI reads the ticket directly from Halo, evaluates urgency and context, sets Priority 2, and confirms — all without leaving the conversation.

Ticket #4821 updated  ·  Priority set to P2  ·  Done.

1 step  ·  1 conversation  ·  zero manual input

What Your AI Can Do in Halo

Halo MCP exposes a set of ready-to-use tools that any connected AI assistant can discover and call. These are available out of the box — no configuration required to get started.

Get or Search Tickets

Pull back full ticket data or search across ticket content. The AI can summarise, compare, and suggest replies or resolutions based on what it finds.

Add a Note to a Ticket

The AI can write a private note to any ticket on behalf of the agent — useful for logging investigation steps, handoff notes, or AI-generated summaries.

Action a Ticket

Trigger any configured quick action in Halo — update status, send a template email, reassign, escalate — without the agent touching the interface.

Search Knowledge Base

AI-powered semantic search of your knowledge base. Returns resolution suggestions and relevant articles — and can send them directly to users.

Log Time

Quick time entry against any ticket. The AI can log time as part of a multi-step task — for example, raise ticket, investigate, then log 45 minutes — all in one conversation.

Get User Info

Retrieve Halo user records — contact details, organisation, open tickets. Gives the AI context about who it's helping before it takes any action.

Search Service Catalogue

AI search of your service catalogue — returns service names and links so users can be directed to the right request form without navigating the portal themselves.

Apply AI Suggestions

Trigger Halo's AI suggestions engine and apply the results — automatically setting category, priority, team, and other fields based on matched historical tickets.

Get AI Matched Articles & Tickets

Re-run AI matching for any ticket on demand, returning the most similar past tickets and relevant KB articles based on the current ticket content.

Get Assigned Tickets

Returns all tickets currently assigned to the logged-in agent. The AI can summarise workload, highlight urgency, and suggest what to tackle first.

Assign to Me

The AI can reassign an open ticket to the currently authenticated agent in a single step — no navigating to the ticket required.

Get One Article

Retrieve and summarise a specific KB article by ID. The AI can extract the key steps, adapt the language for the user, and send it directly in the conversation.

Plus custom tools: Log a specific ticket type · Execute a Runbook · Get report data · Trigger an AI Ability

Tool Collections: One Endpoint Per Use Case

Create multiple MCP endpoints, each with a different set of tools and a different permission level. A self-service endpoint for end users. A full-capability endpoint for agents. Each with its own URL and access controls.

User Functions

Self-service · Portal · External

  • Log a ticket (any type or template)
  • Search Knowledge Base
  • Get my tickets
  • Update a ticket
  • Search Service Catalogue
  • Get User Info
  • Get One Article
  • Execute a Runbook
  • Trigger an AI Ability

Agent Functions

Full access · Internal use · Agents only

  • Everything in User Functions
  • Get & Search all tickets
  • Action a ticket (all quick actions)
  • Add private note to a ticket
  • Apply AI Suggestions
  • Get matched articles & tickets
  • Assign to me
  • Get assigned tickets
  • Log time

Each Tool Collection generates its own secure MCP endpoint URL and OAuth application. Available from Halo v2.232+.

Three Ways Organisations Use Halo MCP

From replacing portal navigation to giving agents a genuine AI co-pilot, MCP opens up use cases that weren't possible before.

The Conversational Service Desk

End users raise tickets, check status, and find answers through a chat interface they already use — without ever logging into the portal.

1

User messages their AI assistant: "My laptop screen has gone black after an update."

2

AI searches the KB — finds a known resolution from a past incident.

3

AI shares the fix. User confirms it didn't work — AI raises an Incident ticket automatically.

4

User receives ticket number and expected SLA — all without opening Halo.

The Agent AI Co-Pilot

Agents use an AI assistant alongside Halo — the AI handles the repetitive work so the agent can focus on resolution.

1

Agent asks AI: "Summarise my ticket queue and flag anything over SLA."

2

AI retrieves all assigned tickets, identifies two breaching SLA, summarises each.

3

Agent says "Assign the VPN ticket to me and add a note that I'm picking it up."

4

AI assigns the ticket and writes the note. Agent moves straight to resolution.

External AI Connects to Halo

From v2.236+, Halo can also connect outbound to third-party MCP servers — so Halo's own AI agents can use tools in external systems.

1

An Azure OpenAI-powered agent inside Halo receives a ticket about a server alert.

2

Agent calls an external MCP server (e.g. your monitoring tool) to pull live server status.

3

Agent uses that context to auto-categorise, prioritise, and add a diagnostic note to the ticket.

4

Resolution starts before a human agent has even looked at it.

We Configure It. You Use It.

Halo MCP is a built-in feature, but getting the most from it means configuring Tool Collections correctly, connecting your AI tool of choice, and making sure permissions are set up so the right people can do the right things. That's where Allied ESM comes in.

  • Enable and configure the MCP endpoint

    We set up the Default AI Connection, enable the endpoint, and configure Tool Collections for your specific use cases and user types.

  • Connect your preferred AI assistant

    Whether you're using ChatGPT, Claude, or Microsoft Copilot Studio, we handle the OAuth setup and test the connection end-to-end.

  • Build custom tools for your workflows

    We configure custom MCP tools — specific ticket types, Runbooks, AI Abilities — so your AI can handle the processes unique to your organisation.

  • Pair with AI Suggestions and Virtual Agents

    MCP is most powerful alongside Halo's AI Suggestions and Virtual Agent features. We design the full AI stack, not just one piece of it.

12+

Built-in tools available to any connected AI assistant, out of the box

0

Lines of custom code needed to connect an AI assistant to Halo

Any

AI tool that supports the open MCP standard can connect to Halo

v2.232+

Available now on current hosted Halo instances. Allied ESM can confirm your version.

FAQ

Common Questions

Ready to Connect Your AI to Halo?

Whether you want to start with a single use case or design the full AI stack, Allied ESM can scope and deliver it. Get in touch and we'll walk you through what's possible on your specific Halo version.

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