> ## 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.

# HaloPSA Integration FAQ and Troubleshooting

> Answers to common HaloPSA + Thread questions, including deleted tickets, owner notifications, ticket actions, custom tabs, and chat reply behavior.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Why are deleted tickets in HaloPSA still showing in Thread Inbox?">
    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.
  </Accordion>

  <Accordion title="Why am I seeing &#x22;Owner Notification&#x22; emails on 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.
  </Accordion>

  <Accordion title="Why does every chat reply (including Triage Agent responses) send an email to the customer?">
    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](/integrations/action-mapping-configuration-with-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.
  </Accordion>

  <Accordion title="Can I use my existing ticket actions to respond to 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!
  </Accordion>

  <Accordion title="Are ticket actions in Halo ticket view supported in 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).
  </Accordion>

  <Accordion title="Is &#x22;Planner&#x22; supported in Thread Inbox for HaloPSA users?">
    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](/inbox/using-planner).
  </Accordion>

  <Accordion title="Is there a &#x22;Chat&#x22; source to filter and build views inside HaloPSA to identify &#x22;Chat&#x22; related tickets?">
    Yes! We add a "Chat" source to your HaloPSA instance when your workspace is created. You can use this filter in Thread Flows or when creating views in HaloPSA to easily identify chat-related tickets.
  </Accordion>

  <Accordion title="Can I embed Thread Messenger (chat) directly into my Halo Self-Service Portal?">
    This isn't currently available.
  </Accordion>

  <Accordion title="Why Do I Get an Error When I Create a Chat Request in Thread Messenger?">
    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](https://admin.getthread.com/dashboard/integrations/halo_psa/settings).

    In HaloPSA, navigate to: Configurations → Tickets → Ticket Type → Fields

    Ensure that all fields in the default ticket type you plan to use for Thread Messenger are set as optional.
  </Accordion>
</AccordionGroup>

## Get more help

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


## Related topics

- [Set Up the HaloPSA Ticketing Integration](/integrations/how-to-setup-halo-psa-integration.md)
- [Configure HaloPSA Action Mapping for Thread](/integrations/action-mapping-configuration-with-thread.md)
- [HaloPSA Chat Response Options for Thread](/integrations/halo-response-options.md)