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When you connect HaloPSA to Neo Agent, a webhook named Neo Tickets callback [ALL] is automatically created in your HaloPSA system. You need to configure which ticket events this webhook subscribes to so Neo Agent receives the appropriate notifications.
Configuring webhook events ensures that Neo Agent receives notifications about the ticket activity that matters to your automation workflows.

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Prerequisites

Before configuring webhook events, ensure you have:

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Configuring Webhook Events

1

Navigate to Webhooks

From your HaloPSA dashboard, go to Configuration → Integrations → Webhooks to access the webhooks management page.
HaloPSA Webhooks navigation showing the Configuration → Integrations → Webhooks menu path and the Neo Tickets callback webhook
You should see the Neo Tickets callback [ALL] webhook that was automatically created when you connected to Neo Agent.
2

Open the webhook configuration

Click on the Neo Tickets callback [ALL] webhook to open its configuration.
Webhook configuration details showing name, payload URL, and settings
You’ll see the webhook details including:
  • Webhook Name: Neo Tickets callback [ALL]
  • Payload URL: The Neo Agent callback URL (automatically configured)
  • Enabled: Should be set to Yes
Click Edit to modify the webhook configuration.
3

Add webhook events

In the Events section, you need to configure which ticket events will trigger the webhook. Click the + Add button to add an event.
Webhook edit page showing the Events section with Add button
You’ll add multiple events to ensure Neo Agent is notified about all relevant ticket activity.
4

Add 'New Ticket Logged' event

Add an event for when new tickets are created:
Adding New Ticket Logged event configuration
  1. Select New Ticket Logged from the Event dropdown
  2. No additional criteria are needed for this event
  3. Click Save to add the event
This event triggers whenever a new ticket is created in HaloPSA, allowing Neo Agent to begin processing the ticket immediately.
5

Add 'Ticket Changed' event with criteria

Add an event for when tickets are updated. The “Ticket Changed” event requires you to add criteria to filter which changes trigger the webhook.
Ticket Changed event showing the requirement for criteria
  1. Select Ticket Changed from the Event dropdown
  2. Note the warning: “You must choose at least one criteria”
  3. Click the + Add button to add criteria
The “Ticket Changed” event triggers on every property update. You must add criteria to filter the events to only those you’re interested in, or you may receive excessive webhook notifications.
6

Configure the Status criteria

Add a criteria to trigger the webhook when the ticket status changes:
Adding criteria dialog showing Status field selection
  1. In the Field Name dropdown, search for and select Status
  2. Click Save to continue configuring the criteria
7

Set the criteria conditions

Configure how the status change should be evaluated:
Edit criteria dialog showing Change Context and Rule Type settings
Set the following values:
  • Change Context: Select Value changed
  • Rule Type: Select To any value
Click Save to apply the criteria.
Using “Value changed” with “To any value” ensures the webhook fires whenever the status field changes to any new value, giving Neo Agent visibility into all status transitions.
8

Review the configured event

After saving, verify that the Ticket Changed event shows the correct criteria:
Ticket Changed event with Status criteria configured showing Value changed and To any value
The event should display:
  • Field: Status
  • Change Context: Value changed
  • Rule Type: To any value
Click Save at the bottom to save this event.
9

Add additional events (recommended)

For comprehensive ticket tracking, add the following additional events by repeating the “Add” process:
Complete webhook configuration showing all events: New Ticket Logged, Ticket Updated, Ticket Updated by Agent, and Ticket Updated by User
Recommended events to add:
Event NameConditionsPurpose
New Ticket LoggedNoneTriggers when a new ticket is created
Ticket UpdatedStatus changed to any valueTriggers on status changes
Ticket Updated by AgentNoneTriggers when an agent updates a ticket
Ticket Updated by UserNoneTriggers when an end user updates a ticket
Adding multiple event types ensures Neo Agent receives notifications for all relevant ticket activity, enabling comprehensive automation and monitoring.
10

Save the webhook configuration

After adding all desired events, click Save to update the webhook configuration.
Your webhook events are now configured! HaloPSA will send notifications to Neo Agent whenever the configured events occur.

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Verifying Webhook Delivery

After saving your webhook configuration, you can verify that webhooks are being delivered correctly:
  1. Navigate back to your webhook in Configuration → Integrations → Webhooks
  2. Click on the Neo Tickets callback [ALL] webhook
  3. Select the Deliveries tab to view webhook delivery history
  4. Create or update a test ticket to trigger a webhook
  5. Verify that the delivery shows a successful response
The Deliveries tab shows the history of webhook calls including response codes. A 200 response indicates successful delivery to Neo Agent.

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Troubleshooting

  • Ensure you have successfully connected HaloPSA to Neo Agent
  • The webhook is created automatically when the connection is established
  • If the webhook is missing, try disconnecting and reconnecting your HaloPSA integration in the Neo Agent dashboard
  • Verify the webhook is set to Enabled: Yes
  • Check that you’ve added the correct events
  • Ensure the criteria conditions match your expected ticket changes
  • Create a test ticket to verify the webhook fires
  • Check that your Neo Agent subscription is active
  • Ensure there are no firewall rules blocking outbound connections from HaloPSA
  • Review the delivery logs in the Deliveries tab for error details
  • Review your event criteria to ensure they’re not too broad
  • Add specific criteria to the “Ticket Changed” event to filter notifications
  • Consider which events are truly necessary for your automation workflows

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What’s Next?

With webhook events configured, Neo Agent will receive real-time notifications about ticket activity. You can now:
  • Create Workflows: Build automation workflows that trigger immediately when tickets are created or updated
  • Configure Responses: Set up how Neo Agent should respond to different ticket events
  • Monitor Activity: Track Neo Agent’s interactions with your HaloPSA tickets in real-time
Your HaloPSA integration is complete! Neo Agent will now receive instant notifications whenever the configured ticket events occur in your HaloPSA system.