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Neo Agent integrates seamlessly with HaloPSA to provide intelligent automation for your IT service management workflows. This integration enables Neo Agent to read tickets, create internal notes, log time entries, update ticket fields, and assist technicians in resolving customer issues efficiently.

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Getting Started

To integrate Neo Agent with your HaloPSA system, you’ll need to complete two main setup steps:

Create an Agent Resource

Set up a dedicated agent in HaloPSA that Neo Agent will use for time entries and ticket assignments.

Create API Application

Configure API credentials with proper permissions for programmatic access to your HaloPSA data.
After completing these steps, you’ll connect your HaloPSA system to Neo Agent through the integrations dashboard.

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Security and Permissions

The HaloPSA integration follows security best practices:
  • OAuth 2.0 Authentication: Secure token-based authentication for all API calls
  • Granular Permissions: Fine-grained control over what Neo Agent can access and modify
  • Agent Attribution: All actions are attributed to the Neo Agent resource for accountability
  • Audit Trail: Complete logging of all automated actions in HaloPSA
  • Credential Security: Client secrets are encrypted and securely stored
Ensure you grant only the necessary permissions to the Neo Agent application. Over-permissioning can create security risks, while under-permissioning will prevent Neo from functioning properly.

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Use Cases

The HaloPSA integration enables powerful automation scenarios:

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Automated Ticket Triage

Neo Agent can analyze incoming tickets, extract key information, categorize issues, and add structured internal notes to guide technicians toward faster resolution.

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Intelligent Time Tracking

Automatically log time spent on tickets when Neo Agent performs analysis, research, or automated actions, ensuring accurate billing and reporting.

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Technician Assistance

Provide technicians with AI-powered insights, suggested solutions, and relevant documentation based on ticket content and historical data.

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Workflow Automation

Trigger automated workflows based on ticket content, automatically update fields, create follow-up actions, and route tickets appropriately.

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Knowledge Base Integration

Connect ticket resolutions to documentation systems, suggest relevant articles, and help build your knowledge base over time.

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Requirements

To use the HaloPSA integration, you need:
  • An active HaloPSA subscription with API access enabled
  • Administrative access to create API applications and agents
  • A license level that supports API integrations

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Next Steps

Ready to integrate Neo Agent with HaloPSA? Follow these steps in order:
1

Create an Agent Resource

Set up a dedicated agent in HaloPSA for Neo Agent to use.
2

Create API Application

Configure API credentials with the necessary permissions.
3

Connect to Neo Agent

Use the credentials to connect your HaloPSA system to Neo Agent through the integrations dashboard.
4

Test and Deploy

Test the integration with a few tickets before enabling full automation.
Start with read-only operations to verify connectivity before enabling write operations. This helps ensure your configuration is correct before Neo Agent begins making changes to your HaloPSA data.

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Frequently Asked Questions

The Agent ID is needed when configuring the Neo Agent API application in HaloPSA. This is the agent that the API will impersonate when performing actions.To find the Agent ID:
1

Navigate to Agents

Go to Configuration → Teams & Agents → Agents in your HaloPSA dashboard.
2

Locate the ID column

In the Agent accounts list, find the ID column on the left side. This displays the numeric ID for each agent.
3

Note the Agent ID

Find the agent you created for Neo Agent and note its ID number.
HaloPSA Agents list showing the ID column for each agent

Navigate to Configuration > Teams & Agents > Agents to view all agents and their IDs

When creating your API application, you’ll select this agent in the Agent to log in as field:
HaloPSA API application settings showing the Agent to log in as field

The API application shows the selected agent that Neo Agent will impersonate

Make sure the agent you select has the appropriate permissions to perform the actions Neo Agent needs, such as viewing tickets, adding notes, and logging time entries.