> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure HaloPSA Action Mapping for Thread

> Set up the custom HaloPSA actions Thread needs to sync customer notes, private notes, emails, and incoming messages between chats and tickets.

## Customizing Actions in Halo for Thread Integration

Actions in Halo are customizable buttons that let technicians perform specific tasks on tickets, helping streamline workflows and tailor HaloPSA to your business processes. To sync conversations from Thread into HaloPSA, we require the following actions:

1. **Action for sending customer-facing notes**
2. **Action for sending internal notes ("private notes")**
3. **Action for emailing contacts**
4. **Action for receiving customer messages**

## Important Notes Before You Begin

### Required Fields

Adding any required fields to actions will disrupt the mapped events, making those actions unusable, as we do not currently support required or additional action fields.

### Allowed Values

Ensure the actions mapped are set as 'Allowed values' on all ticket types in Halo. If they aren't, conversations won't sync back to the associated ticket in Halo. For more details, please [click here](/integrations/action-mapping-configuration-with-thread#allow_actions_on_all_ticket_types).

### Workflow Restrictions

Although we suggest marking actions as "actions visible outside of workflows", you may encounter issues where conversations do not sync from Thread to HaloPSA due to workflow restrictions. We recommend adding these custom actions to all workflows in HaloPSA to avoid any issues. Note: we suggest hiding these custom actions from the HaloPSA ticket view. For more details, please [click here](/integrations/action-mapping-configuration-with-thread#allow_actions_on_all_workflows).

### Action Fields

These custom actions are to ensure conversations from Thread sync into Halo. You can keep your existing actions without disrupting your current setup, but here's what the following action "fields" do in Halo:

* **Private Note** action field: Sends an internal note in Thread.
* **Note** action field\*\*:\*\* Sends a public note in Thread (e.g., sends a chat reply to the customer in Thread Messenger or service apps).
* **Email** action field: Sends an email and replies to the customer in Thread Messenger or service app.

## Custom Actions to Create

These are the custom actions we will create in the steps below:

1. **Thread Private Note**: Used for sending internal notes visible only to your team.
2. **Thread Public Note**: Used for sending notes visible to external contacts.
3. **Thread Email User**: Used for sending emails to contacts associated with the thread or ticket.
4. **Thread Customer Replied**: Used for tracking customer replies with the thread or ticket.

<Frame>
  <img src="https://mintcdn.com/thread/ysyi1-ysJ96KyxOf/images/7db9065a-image.png?fit=max&auto=format&n=ysyi1-ysJ96KyxOf&q=85&s=ddb5d3e1ae2f7d9b3659f418a633b8b0" alt="The four custom Thread actions in HaloPSA" width="1920" height="1080" data-path="images/7db9065a-image.png" />
</Frame>

## Configuring Actions in HaloPSA

Follow these steps to set up and configure actions in HaloPSA to work seamlessly with Thread. These custom actions are necessary for conversations to sync from Thread to HaloPSA

### Create "Thread Private Note" Action

<Steps>
  <Step title="Login to HaloPSA.">
    Login to HaloPSA.
  </Step>

  <Step title="Navigate to Configuration → Tickets → Actions.">
    Navigate to **Configuration** → **Tickets** → **Actions**.
  </Step>

  <Step title="Click New.">
    Click **New**.
  </Step>

  <Step title="Enter the following details:">
    Enter the following details:

    1. **Outcome Description**: Thread Private Note
    2. **Button Name**: Thread Private Note
  </Step>

  <Step title="Click Edit.">
    Click **Edit**.
  </Step>

  <Step title="Enable the checkboxes under Details tab:">
    Enable the checkboxes under **Details** tab:

    1. **Action button is visible**
    2. **Action is visible outside of Workflows**
    3. **Hide from Ticket Header** (hides these actions from the HaloPSA ticket view to avoid interfering with your current setup and actions)
    4. Hide from User
  </Step>

  <Step title="Under the Field List tab:">
    Under the **Field List** tab:

    1. Add the **Private** **Note** field.
    2. Click **Save**.
  </Step>

  <Step title="Click Save.">
    Click **Save**.
  </Step>
</Steps>

### Create "Thread Public Note" Action

<Steps>
  <Step title="Clone the Thread Private Note action created above:">
    **Clone** the **Thread Private Note** action created above:

    1. Select **Thread Private Note** from the Actions list.
    2. Click **Clone**.
  </Step>

  <Step title="Enter the following details:">
    Enter the following details:

    1. **Outcome Description**: Thread Public Note
    2. **Button Name**: Thread Public Note
  </Step>

  <Step title="Click Edit.">
    Click **Edit**.
  </Step>

  <Step title="Under the details tab:">
    Under the details tab:

    1. Uncheck the hide from user
  </Step>

  <Step title="Under the Field List tab:">
    Under the **Field List** tab:

    1. Delete the **Private** **Note** field.
    2. Add the **Note** field.
    3. Click **Save**.
  </Step>

  <Step title="Click Save.">
    Click **Save**.
  </Step>
</Steps>

### Create "Thread Email User" Action

<Steps>
  <Step title="Clone the Thread Public Note action create above:">
    **Clone** the **Thread Public Note** action create above:

    1. Select **Thread Public Note** from the Actions list.
    2. Click **Clone**.
  </Step>

  <Step title="Enter the following details:">
    Enter the following details:

    1. **Outcome Description**: Thread Email User
    2. **Button Name**: Thread Email User
  </Step>

  <Step title="Click Edit.">
    Click **Edit**.
  </Step>

  <Step title="Set the following under Defaults tab:">
    Set the following under **Defaults** tab:

    1. **Send an Email**: Yes
  </Step>

  <Step title="Under the Field List tab:">
    Under the **Field List** tab:

    1. Add Mailbox
  </Step>

  <Step title="Click Save.">
    Click **Save**.
  </Step>
</Steps>

### Create "Thread Customer Replied" Action

<Steps>
  <Step title="Clone the Thread Public Note action create above:">
    **Clone** the **Thread Public Note** action create above:

    1. Select **Thread Public Note** from the Actions list.
    2. Click **Clone**.
  </Step>

  <Step title="Enter the following details:">
    Enter the following details:

    1. **Outcome Description**: Thread Customer Replied
    2. **Button Name**: Thread Customer Replied
  </Step>

  <Step title="Click Edit.">
    Click **Edit**.
  </Step>

  <Step title="Click Save.">
    Click **Save**.
  </Step>

  <Step title="Allow the custom actions on all ticket types.">
    Now that you've created these custom actions, make sure they are allowed on all ticket types by following the steps below .
  </Step>
</Steps>

## Allow Actions on All Ticket Types

To ensure smooth integration between Thread and Halo, any actions mapped within the Thread admin panel need to be set as 'Allowed values' on all ticket types you wish to use in Thread. If these actions are not allowed on certain ticket types, Thread will be unable to sync conversation events (e.g., private notes, public notes, and emails) back to the associated ticket in Halo.

### How to Add Actions to Ticket Types

<Steps>
  <Step title="Log in to HaloPSA.">
    Log in to HaloPSA.
  </Step>

  <Step title="Navigate to Configurations → Tickets → Ticket Types.">
    Navigate to **Configurations** → **Tickets** → **Ticket Types**.
  </Step>

  <Step title="Select a Ticket Type and go to the Allowed Values tab.">
    Select a **Ticket Type** and go to the **Allowed Values** tab.
  </Step>

  <Step title="Set the mapped actions as allowed values.">
    Here, you can either allow all actions or restrict actions on the ticket type. Ensure that all actions or the specific actions mapped in Thread are set as allowed values for this ticket type, as shown below.

    <Frame>
      <img src="https://mintcdn.com/thread/MmA6qEMELRi-vXeU/images/bdea870d-image.png?fit=max&auto=format&n=MmA6qEMELRi-vXeU&q=85&s=a3114abcbb510517716d2a8783eb4d90" alt="Allowed Values tab on a HaloPSA ticket type" width="1679" height="1028" data-path="images/bdea870d-image.png" />
    </Frame>
  </Step>

  <Step title="Click Save.">
    Click **Save**.
  </Step>
</Steps>

## Allow Actions on All Workflows

Actions mapped within the Thread admin panel need to be added to all workflows under '**Agent Actions allowed at any Step**' to avoid any disruptions with syncing conversations from Thread to HaloPSA. Note that we've set the custom actions created above to be hidden from the ticket header, so these custom actions will not interfere with your ticket types, actions, or workflows.

### How to Add Actions to Workflows

<Steps>
  <Step title="Log in to HaloPSA.">
    Log in to HaloPSA.
  </Step>

  <Step title="Navigate to Configurations → Tickets → Workflows.">
    Navigate to **Configurations** → **Tickets** → **Workflows**.
  </Step>

  <Step title="Select a Workflow and go to the Details tab.">
    Select a **Workflow** and go to the **Details** tab.
  </Step>

  <Step title="Click Edit.">
    Click **Edit**.
  </Step>

  <Step title="Add the custom actions under Agent Actions allowed at any Step.">
    Add the custom actions created above under '**Agent Actions allowed at any Step**'.
  </Step>

  <Step title="Click Save.">
    Click **Save**.

    <Frame>
      <img src="https://mintcdn.com/thread/MmA6qEMELRi-vXeU/images/c65088a4-image.png?fit=max&auto=format&n=MmA6qEMELRi-vXeU&q=85&s=01c56b41a0edb258ca897a6864b501a8" alt="Agent Actions allowed at any Step in a HaloPSA workflow" width="1920" height="1080" data-path="images/c65088a4-image.png" />
    </Frame>
  </Step>
</Steps>

## Mapping Actions in Thread

### Thread Admin Panel

<Steps>
  <Step title="Login to Thread Admin Panel.">
    Login to Thread Admin Panel.
  </Step>

  <Step title="Navigate to Integrations → HaloPSA → PSA Settings.">
    Navigate to **Integrations** → **HaloPSA** → **PSA Settings**.
  </Step>

  <Step title="Select actions from the dropdown to map them.">
    Select actions from the dropdown to map them. The selections will be saved automatically.

    <Frame>
      <img src="https://mintcdn.com/thread/ysyi1-ysJ96KyxOf/images/739d0ec8-2024-07-12-10-47-43-1.gif?s=b105614e60c20ebc5eea3791ad71c7e0" alt="Mapping HaloPSA actions in the Thread admin panel" width="1920" height="1080" data-path="images/739d0ec8-2024-07-12-10-47-43-1.gif" />
    </Frame>
  </Step>
</Steps>

<AccordionGroup>
  <Accordion title="Troubleshooting: Created actions not visible">
    If new actions are not visible, please ensure you have set "Action button is visible" on the action in HaloPSA:

    <Steps>
      <Step title="Login to HaloPSA.">
        Login to HaloPSA.
      </Step>

      <Step title="Navigate to Configuration → Tickets → Actions.">
        Navigate to **Configuration** → **Tickets** → **Actions**.
      </Step>

      <Step title="Find and select the action from the list.">
        Find and select the action from the list.
      </Step>

      <Step title="Click Edit.">
        Click **Edit**.
      </Step>

      <Step title="Check the box for Action button is visible.">
        Check the box for "**Action button is visible**".

        <Frame>
          <img src="https://mintcdn.com/thread/MmA6qEMELRi-vXeU/images/a7af24ba-image.png?fit=max&auto=format&n=MmA6qEMELRi-vXeU&q=85&s=61350176fb1d410bb2479b6498e94505" alt="Action button is visible checkbox in HaloPSA" width="1900" height="1028" data-path="images/a7af24ba-image.png" />
        </Frame>
      </Step>

      <Step title="Click Save.">
        Click **Save**.
      </Step>

      <Step title="Return to the Thread admin panel to map the action.">
        Head back to the [Thread admin panel](https://admin.getthread.com/dashboard/integrations/halo_psa/settings) to map the action (Thread admin panel → Integrations → HaloPSA → PSA Settings), and the action should show up immediately for you to map.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

### New Workspace Setup

<Steps>
  <Step title="If you haven't set up your workspace, follow the setup guide.">
    If you haven't set up your workspace, follow this [setup guide](/integrations/how-to-setup-halo-psa-integration).
  </Step>

  <Step title="Map the actions under Service Settings in the setup wizard.">
    Upon connecting with HaloPSA, map the actions under **Service Settings** in the setup wizard.

    <Frame>
      <img src="https://mintcdn.com/thread/ysyi1-ysJ96KyxOf/images/7d9c3943-image.png?fit=max&auto=format&n=ysyi1-ysJ96KyxOf&q=85&s=2451e450f7eccb06d29d66cea6c2196a" alt="Mapping actions under Service Settings in the HaloPSA setup wizard" width="1920" height="1080" data-path="images/7d9c3943-image.png" />
    </Frame>
  </Step>
</Steps>


## Related topics

- [HaloPSA Integration FAQ and Troubleshooting](/integrations/halo-faq.md)
- [Set Up the HaloPSA Ticketing Integration](/integrations/how-to-setup-halo-psa-integration.md)
- [Configure Ticket Type Categorization in Autotask and Halo](/assistive-ai/configuring-ticket-type-categorization.md)