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Halo PSA Service Desk

This Halo integration turns reported emails into Halo tickets. Adding Phinbox IQ can block and delete malicious emails across multiple tenants without ever leaving the Halo ticket.

For more information on Phinbox IQ, see the Phinbox IQ overview article or checkout the demo of Phinbox IQ in ConnectWise tickets.

Halo Integration Setup Instructions:

Prerequisites

Before getting started, make sure you have the following:

  • Admin access to your Halo instance
  • Your Phin Partner ID (found in the Phin portal under Settings)
  • The Microsoft Report Phishing Button is deployed in the tenants you expect reported emails to turn into Halo tickets
  • Phinbox IQ enabled in the company tenants you expect Halo tickets to include the Phinbox IQ tab (emails reported by the Report Phishing Button)

Part 1: Create a Dedicated Agent in Halo

Before creating the API application, you'll need to set up a dedicated agent in Halo. The integration operates as this agent inside Halo, and the agent's permissions define the scope of what the integration can do — agent-level permissions take precedence over application-level permissions.

  1. In Halo, navigate to Configuration > Teams and Agents > Agents and create a new agent.
  2. Assign the following access levels:
    • Tickets Access Level: Read and Modify
    • Clients Access Level: Read
  3. Save the agent — you will assign it in Part 2.

Part 2: Create an API Application in Halo

  1. In Halo, navigate to Configuration > Integrations > Halo PSA API.
  2. Create a new API application.
  3. Set the authentication method to Client ID and Secret (Services).
  4. Grant the following permissions: read:tickets, edit:tickets, read:customers.
  5. Set the login type to Agent and assign the agent created in Part 1.
  6. Copy the Client ID and Client Secret — you will need these in Part 3.

Part 3: Connect the Integration in Phin

  1. Log in to the Phin portal and navigate to Integrations at the Partner level.
  2. Select the Halo PSA integration tile.
  3. Enter the Client ID, Client Secret, and Tenant ID from Part 2.
  4. Click Connect.

Part 4: Map Phin Companies to Halo Companies

  1. Configure Global Ticket Settings to unlock the Company Mapping table below it.
  2. Use the Auto-Map button or manually map companies.
  3. Alternatively, you can set up the Report Phishing button dependency and the Phinbox IQ option via the 3rd and 4th columns in the mapping table.
  4. Once your companies are mapped and the Report Phishing Button has been deployed properly in associated companies, you can move on to testing the integration.

Part 5: Test the Integration

To verify everything is working correctly:

  1. Report a test email from your internal tenant using the Report Phishing button from Phin within an Outlook mailbox. If the button hasn't appeared yet, wait up to 24 hours, as it can take that long for custom add-ins to show up in the Outlook environment.
    1. Do not test using Phin's phishing simulations, as those are not created into service desk tickets.
  2. Check your Halo instance to confirm the email has been created as a ticket.

Optional: Configure the Phinbox IQ Custom Tab in Halo

Once the core integration is set up and tested, you can optionally configure a Phin custom tab inside Halo ticket views. This allows you to act on reported emails directly within Halo without switching to the Phin portal.

Create the custom tab:

  1. Navigate to Configuration > Custom Objects > Tabs.
  2. Create a new tab with the following settings:
    • Type: iFrame
    • URL: https://portal.phinsec.io/{partnerId}/pod/halo/$FAULTID
      • Replace {partnerId} with your Phin Partner ID.
    • Send Secure URL Parameter: Not required.
  3. Save the tab.

Add the custom tab to a ticket type:

  1. Navigate to Configuration > Tickets > Ticket Types.
  2. Select the ticket type you want the Phin tab to appear on (for example, Incident).
  3. Open the Allowed Values tab.
  4. Under the Custom Tabs section, add the Phin custom tab you created above.
  5. Save your changes.

Troubleshooting

"Failed to enable HaloPSA Integration. Please review your credentials, agent permissions, and application permissions, and then try again."

This error is commonly caused by one of the following:

  • Your Tenant ID may contain a space — it must be entered as a single word with no spaces.
  • One or more of the required permissions (read:tickets, edit:tickets, read:customers) was not granted during API setup.
  • The login type was not set to Agent.

If you continue to experience issues, please submit a support ticket.