This page covers the integration settings that apply when HaloPSA is one side of a connection.
Use it when you're configuring a relationship that includes HaloPSA. Which settings appear depends on whether your HaloPSA organisation is the source or the target.
Defaults for created tickets
These set the values HaloPSA applies to tickets the integration creates.
Customer: the default customer tickets are associated with, so they land against the correct account.
Team: the default team for ticket creation.
Type: the HaloPSA ticket type to create.
Category, Impact, and Urgency: the default classification applied to created tickets.
Comments and resolution
Sync public comments and Sync private comments: choose which comment visibility levels sync.
Resolution outcome: the HaloPSA action outcome treated as resolving a ticket.
Excluded action outcomes: action outcomes to leave out of the sync.
Attachments and time entries
Sync attachments: include ticket attachments in the sync.
Preserve original date and time: keep the source timestamps on synced records rather than using the sync time.
Sync time entries: include time entries. When on, set a default agent and a time entry outcome.
Default agent: the agent assigned to synced time entries when one can't be matched.
Time entry outcome ID: the HaloPSA identifier that classifies an action as a time entry, used to recognise time entry actions during sync.
Reverse sync
When HaloPSA is the target, turn on Sync tickets created in HaloPSA back to the source platform to send updates back, then choose how to filter which tickets reverse-sync: by Customer or by Team, and select the specific customer or teams.
Source vs target: The created-ticket defaults and reverse sync apply when HaloPSA is the target. When HaloPSA is the source, it provides the tickets to sync and reverse sync isn't shown.
The API configuration override at the bottom of the form works the same on every platform. See Integration configuration for how it works.
Related pages
Integration configuration: shared settings and the API override.
HaloPSA integration setup guide: connecting HaloPSA to Support Fusion.