DaemonLayer triages new HaloPSA tickets, routes them to the right Team, and writes status updates, notes, and time entries back automatically — respecting your per-ticket-type statuses and SLAs from day one.
HaloPSA scopes statuses per ticket type and routes by Team, not boards. DaemonLayer handles both automatically.
DaemonLayer scans every ticket type in your instance and builds a per-type status map, so it never applies a status HaloPSA won't allow.
DaemonLayer selects a Team for each ticket and resolves the right agent from it, checking live presence for high-priority work.
First responses and clarifications go out as real HaloPSA email actions, not just a public note nobody reads.
Detect duplicate incidents and recurring issues before a technician wastes time re-investigating something already in progress on another ticket.
Every status write, note, and Team assignment is logged, including when and why an end-user email actually went out.
Microsoft 365 Integration
DaemonLayer connects through Microsoft Partner Center and GDAP to execute
workflows directly inside customer environments, without custom
scripting or per-client automation setup.
That is what enables real ticket resolution inside HaloPSA, not just routing
or recommendations.
Common questions about this integration
DaemonLayer connects using OAuth2 client-credentials. You create a Client Credentials API application in HaloPSA tied to an agent account, then share the Client ID and Client Secret with DaemonLayer. Access tokens refresh automatically — there's no username or password to store.
The AI selects the right Team for each ticket, and DaemonLayer resolves the correct agent from within it. For high-priority and critical tickets, it also checks who's currently online in HaloPSA and prefers an available technician, falling through to the next best person if the usual primary agent is offline.
DaemonLayer scans every ticket type in your instance and builds a status map for each one. You set default mappings once, and DaemonLayer only asks you to resolve exceptions where a specific ticket type doesn't allow the default status — nothing is silently dropped or mismatched.
Your choice. In HaloPSA, a public note alone doesn't email the requester — only an action with "Email User" does. DaemonLayer defaults to sending first responses and clarifications as a real email action so customers are actually notified, with the option to switch to public-note-only.
About 15 minutes. Create a Client Credentials API application in HaloPSA, connect it in DaemonLayer, run the ticket type/status sync and Sync Fields, and you're live.
Yes. DaemonLayer imports your HaloPSA SLA policies directly, including per-priority response and resolution targets read from each client's contracts, so triage and escalation timing match what's already configured in HaloPSA. No manual re-entry.
Connect your PSA, and DaemonLayer starts triaging, resolving, and routing, no scripting, no setup calls. Cancel anytime.
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