HaloPSA connects your service desk to WorkSights, turning ticket lifecycle events into continuous delivery signals across your team. WorkSights receives activity in real time as your agents open, update, and resolve tickets with no workflow changes required, and no access to ticket content.

This guide covers what WorkSights receives from HaloPSA and how ticket activity appears on the timeline. For connection steps, see HaloPSA Setup.

What WorkSights Receives

WorkSights ingests ticket lifecycle events via webhook. Activity is captured in real time from the moment the connection is established. There is no backfill of historical tickets.

Four events types are tracked:

• New ticket logged: A new ticket is created in HaloPSA, attributed to the agent it is assigned to.
• Ticket status changed: A ticket moves between statuses, including resolution, escalation, and reopen events.
• Ticket updated by agent: An agent adds a comment, note, or update to an existing ticket.
• Ticket updated by user: The end customer responds to a ticket. Captured but weighted as lower-signal agent activity.

WorkSights does not receive ticket content, customer message text, attachments, internal notes text, or any personally identifiable information beyond what is needed to attribute activity to a mapped agent.

How Ticket Activity Appears

Each ticket event creates a point activity on the agent’s timeline under the Ticket category. Activities are attributed by agent mapping. Only agents who have been matched to a WorkSights user at connection time will have their ticket events appear on the timeline.

Multiple events on the same ticket appear as distinct timeline entries rather than rolling up into a single record.

Data Notes

HaloPSA uses a per-tenant authentication model. Each customer creates their own API Application inside their HaloPSA tenant and grants WorkSights a specific set of read-only scopes. WorkSights does not hold shared credentials across customers. Your credentials are stored encrypted and are specific to your organization’s connection.

The integration supports both HaloPSA and HaloITSM tenants, as well as self-hosted Halo instances.

Troubleshooting

Agents are not appearing in the user mapping step

The agent list is pulled at connection time. If agents were added to your Halo tenant after the connection was established, go to the HaloPSA integration page and use Refresh Connection to re-pull the agent list.

Ticket activity is not appearing on the timeline

Confirm that the relevant agents have been mapped to WorkSights users. Events that arrive before an agent is mapped, or from agents with no WorkSights user match, will not generate timeline activity. There is no backfill, so unmapped activity from before mapping was completed will not appear retroactively.

The connection shows as active but no events are coming through

Verify that the webhook is still active in your HaloPSA tenant under Configuration → Integrations → Webhooks. The WorkSights webhook should appear as “WorkSights AI Connector”. If it has been deleted or disabled, reconnecting from Settings → Services will re-register it.

Related Guides

HaloPSA Setup