HaloPSA Integration: Answered Calls Become Halo Tickets
Abby's US-based receptionists answer your service desk line 24/7 and file your calls in HaloPSA as tickets of the type you choose, each on the matched end user: caller details, the message with the reason for the call, a summary, and a link to the call in the Abby portal. With a HaloPSA answering service behind your number, phone requests queue with everything else your techs work.
From The Phone To The Halo Board
A client calls your support line. Abby answers in your company's name, hears the problem, and captures what your techs need: who is calling, their email, what broke, how urgent it feels, and when to call back.
Minutes later there is a ticket in HaloPSA: summary Incoming call from Mateo Alcaraz, the ticket type you chose, the end user attached, and the call details in the body, down to a link that opens the call in the Abby portal. Your techs pick it up from the board the way they pick up anything else.
Email Is The Handshake
HaloPSA knows its end users by email, so that is the one detail Abby always collects. Per your instructions, our receptionists confirm the caller's email on the call; Abby looks for an exact match in your Halo and files the ticket on that end user.
No match? When your setup allows new end users, Abby adds the caller as one under the site you picked and files the ticket there, so a first-time caller still lands on the board with a record behind them. Otherwise the call stays in your Abby portal for a tech to handle.
Outgoing calls placed from Abby are logged the same way, titled Outgoing call to, so the client's thread shows both directions.
