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Frequently asked questions

If deleted tickets from HaloPSA are still appearing in Thread Inbox, you’ll need to disable a specific setting in HaloPSA. Go to Configurations → Advanced and disable the option for “Permanently delete Tickets from the database”. This should resolve the issue going forward. Please note that this change is not retroactive, so you’ll need to click the “Refresh” icon in the thread view inside Thread Inbox to sync and remove any existing deleted tickets.
These emails system-generated in HaloPSA, and there’s a setting you can disable to stop them. Go to Configurations → Notifications → General Settings and disable the option “Enable Owner Notification Functionality.” This should prevent these notifications from being sent.
Thread syncs each customer-facing chat reply to HaloPSA by running the action mapped as your customer-facing note action in the Thread admin panel (Integrations → HaloPSA → PSA Settings). If that mapped action has Send an Email enabled on its Defaults tab in HaloPSA, Halo sends an email through your email connector for every reply, including each Triage Agent chat response.To fix this, open the mapped action in HaloPSA (Configuration → Tickets → Actions) and confirm:
  • The customer-facing note action (e.g., “Thread Public Note”) uses the Note field and has Send an Email set to No.
  • Only the action mapped for emailing contacts (e.g., “Thread Email User”) has Send an Email set to Yes.
See Configure HaloPSA Action Mapping for Thread for the full setup. Note that replies on threads that started from email are sent through the mapped email action on purpose, so the contact receives them by email. This only applies to email-sourced threads, not chats.
Yes! You can use your existing ticket actions to reply to chats. The “Note” action field replies directly to a customer chat and is visible to the customer. The “Private Note” action field adds an internal note to the ticket that isn’t visible to the customer. If you use an action with “Send by email” enabled, it will send an email through your HaloPSA email connector and also reply to the chat if there is one. Alternatively, you can integrate Thread directly into your HaloPSA ticket view using custom tabs, or simply use Thread Inbox!
Currently, ticket actions in the HaloPSA ticket view aren’t supported inside Thread Inbox. You can still use your existing ticket actions to reply to chats (see above).
Yes. Planner supports HaloPSA — plans you create sync to Halo, and Halo schedule entries sync back (on a periodic refresh, since Halo has no schedule webhook). Note that Halo rejects overlapping schedule entries, so Planner won’t let you double-book a member at the same time. See Using Planner.
This isn’t currently available.
None of the fields in the default ticket type used for Messenger should have mandatory (required) fields. If you encounter issues, you can either edit the ticket type to ensure all fields are optional or create a new, specific ticket type for Thread Messenger.To edit the default ticket type in the Thread admin panel, visit: https://admin.getthread.com/dashboard/integrations/halo_psa/settings.In HaloPSA, navigate to: Configurations → Tickets → Ticket Type → FieldsEnsure that all fields in the default ticket type you plan to use for Thread Messenger are set as optional.

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Get more help

If you have any further questions, please reach out to Thread Support at https://help.getthread.com or email us at help@getthread.com.

Related topics

Set Up the HaloPSA Ticketing IntegrationConfigure HaloPSA Action Mapping for ThreadHaloPSA Chat Response Options for Thread