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Integrating HaloPSA to ServiceAI

Ricky Cecchini
  • Updated

Connecting your HaloPSA instance to CloudRadial ServiceAI enables you to import tickets and documentation for summarization, analysis, recommendations, and more. You can also surface ServiceAI directly inside HaloPSA as a Custom-Tab pod so technicians get AI ticket summaries, related tickets, related KB articles, and one-click Pod Quick Actions without leaving the PSA.

Follow the instructions below to learn how to set up the API member for ServiceAI:

Creating and Configuring an API Key in HaloPSA

  1. Log in to your HaloPSA instance
  2. Select the Configuration option
  3. Search for and select Integrations > HaloPSA API
  4. Under the Applications section, select the View Applications button
  5. Select the + New button at the top right
  6. Complete the following configuration options to generate an appropriate API key:
    • Application Name: ServiceAI
    • Authorization Method: Select Client ID and Secret (Services)
      • Your Client ID and Client Secret keys will appear.
      • Copy them as they will not be visible after this step.
    • Login Type: Agent
    • Agent to log in as: Select an existing system admin within your HaloPSA instance with full permissions
  7. Next, navigate to the Permissions tab at the top and select the following permissions:
    • read:tickets
    • read:customers
    • read:items
    • read:reporting
    • read:kb
    • edit:kb
    • read:assets
  8. Select the Save button to finalize your changes

Configuring Ticket Systems in ServiceAI

Ticket Systems are the ServiceAI mechanism for gathering and analyzing ticket data for various functions. This is a core requirement to get the most value and insights from ServiceAI.

  1. Log in to ServiceAI and select the Settings gear at the top
  2. Select the Setup option
  3. Under Ticket System Configuration, select Halo as your ticketing system and enter the required fields:
    • Client Id: Enter your Client Id key created previously
    • Client Secret: Enter your Client Secret key created previously
    • Domain URL: Enter your HaloPSA URL (e.g., https://domain.halopsa.com)
  4. Select Test Connection to ensure that the system is correctly provisioned for setting up your HaloPSA tenant with ServiceAI.

Select Save Changes at the bottom to finalize your setup.

Configuring Article Systems

Article Systems are the ServiceAI mechanism for writing knowledge base articles to your KB of choice, which can help build a robust system of processes and information for end users and internal users alike.

  1. Log in to ServiceAI and select the Settings gear at the top
  2. Select the Setup button
  3. Under Article System Configuration, select Halo and enter the required fields:
    • Client Id: Enter your Client Id key created previously
    • Client Secret: Enter your Client Secret key created previously
    • Domain URL: Enter your HaloPSA URL (e.g., https://domain.halopsa.com)
  4. Select Save Changes to finalize the setup of Halo to ServiceAI.

In a few minutes, knowledge base data will begin to sync into the system.

Using Triage With HaloPSA

Once your HaloPSA ticket system is configured, ServiceAI's Triage feature can process incoming HaloPSA tickets automatically. HaloPSA triage uses the Unified Triage Rules model — a single set of rules drives routing, categorization, and assignment decisions in one combined AI analysis per ticket.

Webhook Setup (Manual)

HaloPSA uses a manual webhook configuration. ServiceAI generates a webhook URL and a shared secret that you copy into HaloPSA.

  1. In ServiceAI, go to Settings > Triage Settings and enable Triage
  2. Locate the Webhook Setup section. Copy the webhook URL using the Copy URL button
  3. In HaloPSA, register a webhook that POSTs to the copied URL on ticket create and update events
  4. If you regenerate the secret in ServiceAI, the new URL becomes active immediately — update the webhook configuration in HaloPSA before the next ticket arrives

Saving Triage Settings does not rotate the secret — only the Regenerate Secret button does.

HaloPSA-Specific Triage Behavior

  • Routing rules target HaloPSA Teams
  • Categorization rules map to HaloPSA's Category 1 and Category 2 fields, with category labels resolved to the corresponding picklist IDs automatically when posting updates
  • The ticket subject can be updated from the AI's improved subject suggestion
  • Picklist values are auto-discovered from your HaloPSA instance; no manual list maintenance is required
  • Triage posts its decision as an internal note on the ticket. The note includes a Related tickets and Related KB articles section with clickable links to the matching items in your HaloPSA instance and ServiceAI

Setting Up the ServiceAI Pod in HaloPSA

The ServiceAI pod surfaces inside HaloPSA as a Custom Tab on the ticket form. When a tech opens a ticket, the pod shows the AI ticket summary, a Related blade (related tickets and KB articles linking back to your HaloPSA instance and ServiceAI), and a horizontal strip of Pod Quick Actions — configurable one-click prompts that send context-anchored questions to ServiceAI.

Adding the Custom Tab in HaloPSA

  1. In HaloPSA, go to Configuration > Tickets > Ticket Types and edit the ticket type you want to surface ServiceAI on
  2. Open the Custom Tabs section and add a new tab named ServiceAI
  3. Set the tab content to an iframe pointing at: 
    https://app.us.serviceai.app/halo-ticket?tenantGuid={tenant_guid}&ticketId=$FAULTID
    (Substitute your region's ServiceAI URL if you are not on the US region. The {tenant_guid} placeholder is your ServiceAI Tenant GUID — copy it from Settings > Integrations. The $FAULTID placeholder is the HaloPSA ticket ID and is filled in automatically.)
  4. Save the ticket type. The next time a tech opens a ticket of that type, the ServiceAI tab will be available

Pod Behavior

  • The first time a tech opens the pod in a new session, they are redirected to ServiceAI to sign in. After that, the pod loads directly into the launcher view
  • The pod theme matches HaloPSA's white / dark-gray palette and uses the Poppins font
  • Light or dark mode follows the user's ServiceAI preference
  • The pod runs every chat turn through the same agentic, search-augmented workflow as AI Chat — instead of giving a one-shot answer, it can pull related tickets, look up KB articles, and follow up with tool calls

Configuring Pod Quick Actions

The configurable strip of one-click pills under the pod's launcher is managed per tenant under Settings > AI Behavior > Pod Quick Actions. The same configuration applies to every supported PSA pod (HaloPSA, ConnectWise, Autotask, Zendesk).

For full details on enabling Triage, building rule sets, and viewing triage results, see All About ServiceAI's Triage Feature. For webhook diagnostics, see Troubleshooting Triage Webhook Configuration.

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