HaloPSA

Built-In AI.
No Add-Ons. No Surcharge.

HaloPSA includes AI ticket triage, agentic MCP integration, runbooks, and a virtual agent — all inside your standard licence. Set it up today.

Recognised in the 2024 Gartner Magic Quadrant for AI in ITSM

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Halo AI Agent Live
How is my team performing this week?
● AI Summary
Your team closed 47 tickets this week — up 12% on last week. Avg resolution time 2h 14m. Top performer: Sarah (18 closed). 3 SLA breaches flagged — all in the network queue.

AI Triage — Incoming Ticket

Subject
Outlook not loading — deadline today
✓ Category: Email / M365 ✓ Priority: High ✓ Assigned: Tier 1

What’s included

Four AI capabilities. One licence.

AI Ticket Triage

Automatically classify, prioritise, and route every incoming ticket. Two methods: vector learning from your history, or LLM-based instant triage that works from day one.

Agentic AI & MCP

Connect external AI models to your Halo data via Model Context Protocol. Ask questions, run bulk actions, and orchestrate your whole tech stack — from one prompt.

Runbooks & Automation

Trigger automated workflows from tickets, forms, and schedules. AI-assisted runbooks can span multiple systems — from onboarding a user in Entra to posting results back into Halo.

Virtual Agent

Embed a Halo-powered chatbot on your portal or Halo home screen. It answers using your knowledge base, raises tickets, and hands off to a technician when needed.

Explore the Halo AI Chatbot →

AI Ticket Triage

Two ways to triage. One is instant.

HaloPSA offers two AI triage methods — choose based on where you are in your Halo journey. Both automatically classify tickets, suggest priority, and recommend the right agent.

METHOD 1

Vector Learning

Best for: MSPs with 6+ months of ticket history

1
Halo ingests your ticket history and converts it into vector scores
↓
2
New ticket arrives — Halo finds the 5 most similar historical tickets
↓
3
Suggests: category, priority, agent, and estimated time to resolve
🏆 Gold standard — learns from your specific data. Gets smarter with every ticket closed.
METHOD 2

LLM Instant Triage

Best for: new Halo customers, or from day one

Incoming ticket body
“I’m trying to log into Outlook but it’s not working. I have a deadline today. Please help.”
LLM analyses subject & body — no ticket history needed
✓ Email / M365 ✓ Priority: High ✓ Tier 1
⚡ Works from day one — no history required. Switch to Method 1 once your data matures.
Auto-Category
Matches incoming tickets to your category tree
Auto-Priority
Sets urgency based on content and keywords
Auto-Assign
Routes to the best-matched agent or team
KB Suggestions
Surfaces relevant knowledge articles for the agent

Agentic AI & MCP

Your PSA as an AI orchestration hub.

Halo MCP connects external AI agents directly to your PSA data via Model Context Protocol. Ask questions, run reports, and trigger bulk actions — all from a single prompt.

How Halo MCP works

🤖
OpenAI
🔗
Copilot
🤖
Claude soon
↓ Model Context Protocol ↓
HaloPSA MCP Server
Create Ticket Add Note Search KB Run Report Close Ticket Find Asset
↓ ↓
📂
HaloPSA data
💻
RMM / tools

The AI terminal — built into Halo

💬 Halo AI — Service Manager Terminal
Show me assets with the most tickets this month.
20 assets found. Top 3: WKSTN-047 (12 tickets), SRV-PROD-02 (9 tickets), WKSTN-019 (8 tickets).
Want me to create a ticket for each and attach a health check script?
Yes — run health checks on all 20.
● Running… 20 tickets created. Health check scripts queued in RMM. Results will post to each ticket when complete.

Ask natural-language questions about your service desk — volumes, SLAs, team performance.

Trigger bulk actions — create tickets, run scripts, close requests — from one prompt.

Tie in your RMM and other tools — pull data from across your tech stack into one AI agent.

Spot upsell opportunities — prompt the AI to identify gaps and generate opportunity tickets.

Already in your Halo account

Halo MCP is available today. Go to Configuration → AI → MCP to set it up. Guides for OpenAI and Copilot are on the Halo website. No extra licence required.

In the real world

MSPs using Halo AI.

Teams using HaloPSA AI are closing tickets faster, handling more volume without adding headcount, and spending more time on work that matters.

“

“It’s essentially like having extra additional agents working for us. Technicians are spending more time actually helping the customer — which is what they want to do.”

Aspire Technology

UK MSP — AI Ticket Triage

“

“The priority is saving billable hours — giving time back to our technicians and saving our clients money. Halo has been a great help in doing that.”

SPINEN

US MSP — Automation & AI

Gartner
Magic Quadrant
AI in ITSM — 2024

Halo recognised among the top platforms pioneering AI in service management

6–12 mo
to train vector triage on your history — or use LLM mode from day one
£0
additional cost for AI — included in every Halo licence
2
triage methods — vector learning and LLM — choose what fits
250+
native integrations to bring into your MCP orchestration layer

Works across HaloPSA

AI threads through every module.

Service Desk
AI triage routes tickets from the queue
CRM
AI-generated SoW drafts and proposals
Projects
Auto-deploy projects from AI-built runbooks
Billing
Smart time capture feeds invoices automatically
Contracts
AI-assisted contract deployment runbooks
Time Tracking
AI summarises time entries for review

Also in HaloPSA

Every module included. One licence.

Service Desk Billing Time Tracking Contracts CRM Projects Stock Customer Portal

Frequently Asked Questions

Is HaloPSA AI included in the standard licence?
Yes. AI triage, the virtual agent, runbooks, and Halo MCP are all included in every HaloPSA licence. There are no AI add-ons, no AI modules to purchase, and no surcharge. If you already have Halo, you have it — go to Configuration › AI to turn it on.
How does AI ticket triage work in HaloPSA?
HaloPSA offers two triage methods. Method 1 uses vector learning — Halo converts your ticket history into vector scores and matches new tickets against them to suggest category, priority, and agent. This typically takes 6–12 months of data to trust fully. Method 2 uses LLM analysis — a language model reads the ticket subject and body and classifies it instantly, with no history required. Both can run simultaneously.
What is Halo MCP and how does it work?
MCP stands for Model Context Protocol — a standard that lets external AI agents (OpenAI, Microsoft Copilot) connect to your HaloPSA data and tools. Once configured, you can ask the AI questions in plain language and it can perform actions — creating tickets, running reports, closing requests — from a single prompt. You control which data and tools the AI can access. Halo MCP is currently in beta; setup guides for OpenAI and Copilot are on the Halo website.
Which AI models does HaloPSA work with?
HaloPSA currently supports OpenAI and Microsoft Copilot via MCP. Claude (Anthropic) support is coming soon. The LLM triage method uses an AI model to classify tickets based on content. Halo is designed to act as the central data hub that AI agents connect into, so you are not locked into a single model.
Does HaloPSA AI work out of the box, or does it need configuration?
It depends on which capability you're enabling. LLM triage — which reads ticket content and classifies it using a language model — is available immediately with no historical data required. Enable it in Configuration › AI and it starts classifying from the next ticket raised. Vector learning takes 6–12 months of ticket history before suggestions become reliable. The virtual agent and Halo MCP require setup — Allied ESM handles both as part of every implementation.
What data does HaloPSA AI use, and does it leave the platform?
HaloPSA's built-in AI capabilities — auto-classification, article suggestions, and ticket summaries — process data within the platform's infrastructure. For the LLM triage method, ticket content is passed to the configured model, which can be a Halo-hosted model or your own Azure OpenAI instance depending on your data residency requirements. Halo MCP only sends the data you explicitly request to the connected AI agent. Full details are in Halo's security documentation at usehalo.com/security.

Ready to turn on AI in HaloPSA?

Allied ESM configures HaloPSA AI as part of every implementation. We set up triage, runbooks, and MCP — so your team gets results from day one, not six months from now.

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