Exploring Your Response Options in Halo

Updated by Bryan Chapman

Response Methods

Explore your response options below and select the best chat support method for your team. By selecting the best response method for your team, you can optimize ticket management, improve response times, and more!

1. Halo’s Actions and Ticket View

Utilize built-in Halo actions to efficiently update, manage, and resolve tickets.

2. Thread Inbox

A dynamic, real-time interface packed with powerful Thread features to streamline communication and ticket handling.

3. Custom Tabs in Halo

Access real-time, Thread-powered enhancements within Halo for a seamless and integrated workflow.

1. Using Halo’s Actions and Ticket View

Halo's user interface is already semi-real-time, allowing you to leverage existing ticket actions without major workflow changes. This method is minimally invasive and requires little training, as your service team is already accustomed to Halo.

Key Considerations:

  • Note Action Field – Used for public notes or customer-facing replies. Any action utilizing this field will send an update to a thread or chat.
  • Private Note Action Field – Used for internal notes, only visible to you and your team. Any action utilizing this field will send an internal note to the ticket.
⚠ Important: The default action setting "Hide from User" is currently not supported. Ensure your action fields are correctly configured depending on whether you are updating the chat or not.

2. Using Thread Inbox

Thread Inbox offers a real-time, high-speed chat interface, enabling seamless multitasking and enhanced efficiency through AI-powered features.

Key Features:

✅ Real-time chat and collaboration

✅ Magic AI chat

✅ Snippets for quick responses

✅ @Mentions for team collaboration

⚠ Note: Custom ticket actions from Halo are not currently supported in Thread Inbox. Only Reply and Internal Notes actions are available. However, you can efficiently manage and action tickets within Thread Inbox.

3. Using Custom Tabs in Halo

Bring the power of Thread directly into Halo for an integrated support experience.

Available Custom Tabs:

  • Thread Chat: Access all Thread Inbox features within Halo.
  • Thread Timepad: Automate time entries to streamline workflows.

How to Add Thread to Your Service Ticket View in Halo:

  1. Log in to the Thread Admin Panel.
  2. In the left-hand menu, navigate to Integrations.
  3. Select HaloPSA from the available integrations.
  4. Choose Custom Tabs and follow the in-app instructions to install the following custom tabs:
    • Thread: Auto Time Entries
    • Thread: Real-Time Notes

💡 Pro Tip: Adjust the order of Thread Chat and Timepad custom tabs for better accessibility:

  • Navigate to Configuration → Custom Objects → Custom Tabs in Halo.
  • Select the Thread: Auto Time Entries or Thread: Real-Time Notes tab.
  • Modify the Sequence Number (e.g., setting it to 0 will place it at the front of the ticket view in HaloPSA).

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