HaloPSA's service desk gives your team a single queue across every client — with SLA tracking, priority routing, and a branded customer portal all included. No bolt-ons, no per-client add-ons.
Talk to an Expert
What's included
All clients in one queue — filter by customer, SLA status, or engineer.
Per-contract SLA targets with automatic breach warnings before they happen.
Route tickets by client, skill, or type — without manual triage.
Branded portal for each client to raise tickets and check status.
Ticket Intelligence
When a ticket opens, HaloPSA auto-matches the sender's email address to the client record and instantly surfaces their contract, recent tickets, and assets from your RMM — all in the right-hand panel. No searching, no tab-switching.
Pop-up notes flag VIP users, unsupported devices, or anything else your team needs to know the moment the ticket is opened. Collision detection shows if a colleague is already viewing or acting on the same ticket.
Auto-match by email — client, contract, and assets loaded instantly
Collision detection — see who else is viewing or acting on the ticket
VIP and unsupported-user pop-up notes shown the moment the ticket opens
Remote access tools (Splashtop, TeamViewer, RDP) launched directly from the ticket
Client Context
Recent Tickets
Time Capture
HaloPSA's dual-timer system captures time automatically. Technicians say what they did and how long it took. The platform handles whether it's covered, billable, or chargeable based on the client's contract — with no input from the engineer.
Starts counting the moment a technician opens the ticket — capturing all time spent reading and preparing.
Starts when the engineer commits to an action — for teams who prefer to capture only active working time.
Time flows to billing automatically — covered, billable, or chargeable determined by contract rules, not the technician.
Pick the mode that fits your team
Both timers are configurable per team. Some prefer to start capturing as soon as the ticket opens. Others prefer to start when work begins. HaloPSA supports both — and you can change the default at any time.
Phone & CTI Integration
Integrate HaloPSA with 3CX, Microsoft Teams, or other phone systems. When an inbound call arrives, a screen pop opens automatically — matching the caller ID to the client record and starting the timer in the same motion.
Call scripting walks engineers through structured triage or escalation steps on screen. Lateral keyword analysis detects when multiple customers are calling about the same issue — flagging a potential major incident before the fifth call arrives.
Screen pop on inbound call — client matched by caller ID automatically
Timer starts when you answer — time captured for billing without any extra step
Lateral keyword analysis — detects emerging major incidents across multiple clients
Hang up → ticket logged automatically with the time captured
Open Tickets
Call Script — Level 1 Triage
Halo AI
HaloPSA's AI triage reads each ticket as it arrives, categorises it, suggests an assignee, and estimates time to resolve — before a human touches it. Recognised by Gartner in its 2024 Magic Quadrant for AI in ITSM.
Converts your historical ticket data into vector scores. When a new ticket arrives, HaloPSA finds the five most similar past tickets and uses them to suggest category, assignee, and estimated resolution time.
This is the preferred method. It learns from your team's patterns — the way your best engineers resolve tickets becomes the default for new ones.
Uses a large language model to read the ticket subject and body in plain English — no historical data needed. From go-live day, new tickets are automatically categorised, prioritised, and routed to the right team or engineer.
Ideal for new HaloPSA customers who haven't yet built up ticket history, or teams migrating from another platform.
AI Triage in action
All steps completed before an engineer reads the ticket.
Part of the complete HaloPSA platform
Every ticket logged in the service desk is linked to the client's contract, so SLA commitments are enforced automatically. Time logged against tickets flows straight into billing — no manual export, no spreadsheet.
HaloPSA service desk — answered directly.
Also in HaloPSA
Every module included. One licence.
Allied ESM implements HaloPSA for MSPs across the UK. Fixed price. Defined timeline. Expert team.
Talk to an Expert