Table of contents
HaloPSA Integration Overview
HaloPSA connects your service desk to WorkSights, turning ticket lifecycle events into continuous delivery signals across your team. Once connected and the webhook is configured in your Halo tenant, WorkSights receives ticket activity as your agents open, update, and resolve tickets, with no access to ticket content.
This guide covers what WorkSights receives from HaloPSA and how ticket activity appears on the timeline. For connection steps, including the webhook configuration step in your own Halo tenant, see HaloPSA Setup.
What WorkSights Receives
WorkSights ingests ticket lifecycle events via a webhook you configure in your own Halo tenant. Activity is captured once that webhook is set up, from that point forward. 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.
Unlike most WorkSights integrations, the webhook that delivers ticket events is not registered automatically on connect. You create it yourself in your Halo tenant and point it at the URL WorkSights shows on the connection page — see HaloPSA Setup for the exact steps.
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.
No ticket activity is appearing at all
Confirm the webhook has actually been created in your Halo tenant (Configuration → Integrations → Webhooks) and points at the URL shown on the WorkSights HaloPSA connection page. Connecting in WorkSights alone does not create this webhook — it's a separate manual step. Also confirm the relevant agents have been mapped to WorkSights users; events that arrive before an agent is mapped will not generate timeline activity, and 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 still exists and is enabled in your HaloPSA tenant under Configuration → Integrations → Webhooks, and that it points at the current WorkSights URL. If it was removed or the URL has changed, recreate it manually following the setup guide — reconnecting from WorkSights does not re-create it for you.