HaloPSA Integration

HaloPSA Integration Setup

This guide walks you through setting up the HelpGhost integration with HaloPSA. Follow these steps to enable HelpGhost Hero within your HaloPSA environment.

1. Create HelpGhost Agent

First, create a dedicated API agent for HelpGhost in HaloPSA:

1. Navigate to Configuration → Agents

2. Click New Agent

3. Configure the agent:

   • Name: HelpGhost

   • Email: support@helpghost.ai

   • Agent Type: API Only Agent

   • Default Team: Any team (doesn't matter for API)

   • Work Hours: 24 hours

   • Assign the Admin role to the HelpGhost agent

     • This grants all necessary permissions automatically

4. Click Save

3. Create HaloPSA API Application

Generate API credentials for HelpGhost:

1. Go to Configuration → Integrations → Halo PSA API

2. Under View Applications, click New

3. Configure the application:

   • Application Name: HelpGhost

   • Authentication Method: Client ID & Secret (Services)

   • Login Type: Agent

   • Agent: Select "HelpGhost" (the agent you created)

4. Click to the Details tab

5. Copy the Client ID and Client Secret

6. Copy the API URL from the API details section

4. Set API Permissions

Define what the HelpGhost API can access:

1. While in the HelpGhost application settings, click the Permissions tab

2. Check the following permissions:

   • ✅ Read tickets

   • ✅ Edit Tickets

   • ✅ Read Customers

   • ✅ Read Items

   • ✅ Read KB

   • ✅ Edit KB

   • ✅ Access chat

3. Click Save

5. Configure HelpGhost Platform

1. Log into the HelpGhost platform

2. Navigate to Settings → Integrations

3. Select HaloPSA

4. Enter the credentials from HaloPSA:

   • API URL

   • Client ID

   • Client Secret

5. Go to the Ticket Settings tab to verify the connection works

6. Copy the Hero URL from HelpGhost - you'll need this in the next step

6. Add HelpGhost Hero Custom Tab

Create a custom tab to display HelpGhost Hero in tickets:

1. In HaloPSA, go to Configuration → Custom Objects → Custom Tabs

2. Click Create New Tab

3. Configure the tab:

   • Name: HelpGhost Hero

   • Sequence: Any number (determines display order)

   • Type: iframe

   • URL: Paste the Hero URL from HelpGhost platform

4. Click Save

7. Enable Tab for Ticket Types

Configure which ticket types will display the HelpGhost Hero tab:

1. Go to Configuration → Tickets → Ticket Types

2. For each ticket type you want to enable (e.g., Incident, Service Request):

   • Click to edit the ticket type

   • Go to Allowed Values → Edit

   • Navigate to Custom Tabs

   • Check the box next to HelpGhost Hero

   • Click Save

8. Verify Integration

Confirm everything is working correctly:

1. Go to Service Desk → Tickets

2. Open any ticket

3. Look for the HelpGhost Hero tab at the top of the ticket

4. Verify that ticket information loads correctly in Hero

5. Check that Hero can read:

   • Ticket description and title

   • Ticket notes (including private notes)

   • Integration context from the ticket

6. Test adding a new note and refreshing Hero to see if it picks up the update

Next Steps

After completing the integration setup:

• Configure HelpGhost Scholar to scrape historical tickets for knowledge base building

• Set up HelpGhost Solo for customer-facing support

• Train your team on using Hero within HaloPSA tickets

• Test Hero's ability to provide KB recommendations based on ticket content