Every call Abby answers becomes a HaloPSA ticket, linked to the caller.
What does it do?
Finds the caller in HaloPSA by email address.
Adds the caller as a new end user if they aren't there yet and contact creation is switched on.
Creates one ticket per call, with the call details you choose.
You pick the ticket type used for calls and the site new callers are added to.
Before you start
Create an API application in HaloPSA first:
In HaloPSA, go to Configuration > Integrations > HaloPSA API and note your Tenant.
Open View Applications and add a new application. Set the authentication method to Client ID and Secret (Services).
Choose an agent for the application to act as, and grant the permission all.
Copy the Client ID and Client Secret.
How do I set it up?
Sign in at my.abby.com and go to Account > Integrations. Find HaloPSA.
Enter your HaloPSA URL, Tenant, Client ID and Client Secret.
Click Verify connection.
Once it's verified, choose the Ticket type for calls and the Site for new callers (or leave it for HaloPSA to decide).
Click Connect HaloPSA.
Choose which call types sync and which call details go on the ticket.
Good to know
Matching uses email only, so callers who don't give an email address can't be matched.
To change the connection details later, click Update connection.
Only account users with Admin or Full access can see the Integrations page.