HaloPSA AI: Documentation Automation
for Your Service Desk
Deliver IT Glue, Hudu, and Confluence docs inside every HaloPSA ticket. Stack-portable. Multi-source. Make your docs AI-ready.
HaloPSA REST API · Customer-scoped resolutions · first resolution in under 10 min
ticket #HP-3294: Arcturus user can't access SharePoint site after migration
RESOLUTION · HIGH CONFIDENCE
- Verify Arcturus tenant migration completed in admin portal [IT Glue: SOP-M365-Migration]
- Check user's SharePoint permissions in new tenant [IT Glue: SOP-M365-Migration]
- Re-issue site sharing link with updated tenant URL [Hudu: SharePoint Post-Migration]
- Clear cached credentials and re-authenticate [Confluence: M365 Troubleshooting]
Sources: IT Glue, Hudu, Confluence · Arcturus Customer scope
HaloPSA is flexible. Your IT Glue and Hudu docs still aren't in the ticket.
HaloPSA gives you flexibility ConnectWise and Autotask don't. But the documentation feeding your tickets still lives in IT Glue, Hudu, or Confluence, and your techs still don't search them when the queue is hot. ResolvCmd reads from those external sources and delivers structured resolutions inside HaloPSA. Steps to follow, not articles to read.
23min
is the recovery cost every time a tech taps a senior engineer mid-ticket. The cost compounds in lean PSA teams running HaloPSA without a deep bench.
HaloPSA's flexibility doesn't help if the answer lives in an IT Glue article nobody has time to dig out.
Source: UC Irvine (Gloria Mark)The bigger picture on why broken knowledge delivery costs PSA techs hours a day: why ResolvCmd exists →
reads from
Resolve
HaloPSA + IT Glue Integration: External Sources for Your PSA
ResolvCmd connects HaloPSA to the documentation systems where your real SOPs live: IT Glue, Hudu, Confluence, Drive. Reads the ticket, matches against external sources, delivers structured resolutions inside HaloPSA's ticket interface.
What you get
HaloPSA REST API integration (no add-ons, no plan upgrades)
Auto-reads ticket context (subject, description, customer, SLA tier)
Numbered steps with [Source] citations across IT Glue, Hudu, Confluence, Drive
Confidence levels (HIGH, MEDIUM, LOW) on every resolution
HaloPSA Customer mapped to IT Glue Org / Hudu Company / Drive folder
How resolution works
1
Tech opens a HaloPSA ticket
ResolvCmd reads subject, description, customer, ticket type
2
External docs matched against ticket
IT Glue, Hudu, Confluence, Drive: whatever you've connected
3
Resolution surfaces in HaloPSA
Numbered steps, source-cited, ready to apply
Studio
HaloPSA Documentation Gap Analysis
Every HaloPSA ticket your team resolves emits signal: which external articles were cited, which queries returned LOW confidence, which topics had no matching documentation. Knowledge Studio reads that signal across your sources and tells you where the docs feeding HaloPSA fall short.
SOP gap analysis
Topics your team asks about in HaloPSA that none of your external sources can answer. Studio shows you which gaps to close first, ranked by ticket frequency.
Halo runbook automation
Pair ResolvCmd's gap detection with your existing HaloPSA workflows and automation rules. Surface the runbook content gaps that automation alone can't fix.
Documentation coverage by Customer
Coverage scored per HaloPSA Customer. See which clients are best documented and which need investment, ranked by ticket volume and L3 escalation cost.
Resolution impact tracking
Which articles get cited most, which articles your team marks as "Didn't Fix," which articles are aging into uselessness. Surface what's working, fix what's not.
Knowledge Health: Halo-fed sources
Coverage score
76/100
13 missing topics
Repeated Halo queries with no matching doc
15 low-confidence resolutions
Ticket types where AI accuracy is dragging
8 stale articles cited often
Heavily used but not updated in 12+ months
26 paragraph-shaped articles
Should be step-shaped for AI accuracy
Customers fully covered
23
of 31 Customers
8 Customers have gaps. Arcturus, Kepler, and Hyperion lead the queue.
Use cases
HaloPSA for your team
- HaloPSA for MSPs
- UK and global MSPs using HaloPSA. IT Glue and Hudu feeding the ticket interface.
- Halo runbook automation
- Pair ResolvCmd's resolution engine with HaloPSA workflows and automation rules.
- HaloPSA with Microsoft 365
- M365-heavy MSPs running HaloPSA. SharePoint and Drive docs delivered to Halo tickets.
Your data stays yours
How ResolvCmd handles HaloPSA data
- Read-only ticket access
- ResolvCmd reads ticket subject, description, customer, and tags only when triggered. Used for matching, never stored.
- Per-tenant isolation
- Your HaloPSA and source data is never mixed with another customer's. Every query, every resolution, stays inside your tenant.
- Audit logging
- Every resolution request is logged with timestamp, ticket ID, and citations.
- Delete anytime
- Disconnect the integration and your HaloPSA data is removed immediately. No retention.
Frequently asked questions
What is HaloPSA AI with ResolvCmd?
HaloPSA AI with ResolvCmd means your IT Glue, Hudu, Confluence, and Drive docs are read by an AI resolution engine and delivered as structured, source-cited resolutions inside HaloPSA's ticket interface. Stack-portable: same engine works in ConnectWise, Zendesk, and the web app.
How does ResolvCmd work inside HaloPSA?
ResolvCmd connects to HaloPSA via the HaloPSA REST API. When a tech opens a ticket, ResolvCmd reads context and delivers a structured resolution with source citations.
Does ResolvCmd require a HaloPSA plan upgrade?
No. Standard HaloPSA REST APIs are used, available on all plans.
How does ResolvCmd handle HaloPSA Customer scoping?
The HaloPSA Customer field on each ticket is included in the context ResolvCmd reads. Resolutions match against your full doc corpus by semantic relevance, with citations showing which source each step came from.
How does ResolvCmd improve docs feeding HaloPSA over time?
Every resolution emits signal. Knowledge Studio surfaces gaps in your IT Glue, Hudu, Confluence, or Drive corpus and proposes specific improvements.
How do I make my HaloPSA-feeding docs AI-ready?
Six signals: step-shape, currency, consistency, coverage, source attribution, type clarity. ResolvCmd scores the docs feeding HaloPSA and tells you which articles are dragging accuracy down.
Can I use ResolvCmd alongside HaloAI?
Yes. HaloAI handles Halo-internal operations. ResolvCmd handles documentation-driven resolution from external knowledge sources. Different jobs, complementary.
Does ResolvCmd store copies of my HaloPSA tickets?
No. ResolvCmd reads ticket subject, description, customer, and tags only at the moment a resolution is triggered. Ticket content is used for document matching, logged in your audit trail with timestamps and citations, and discarded from working memory after the resolution completes. We never persist ticket bodies in our knowledge base.
Can I remove my HaloPSA integration data at any time?
Yes. Disconnect the HaloPSA integration from the ResolvCmd dashboard and the integration is severed immediately. Audit logs of past resolution requests can be exported and then deleted on request. No retention period beyond what your contract specifies.
Is my HaloPSA ticket data used to train AI models?
No. Ticket content is never used to train shared models that other ResolvCmd customers benefit from. The matching layer is tenant-isolated. Industry benchmarks in the Knowledge Insights tier use anonymized aggregates only, never your raw ticket content.
Who can access my HaloPSA data inside ResolvCmd?
Only your tenant's authorized users. ResolvCmd staff have no routine access to customer data; production access is tightly restricted, audited, and used only for incident response with your authorization. SOC 2 attestation is in progress.
First HaloPSA resolution in under 10 minutes
Connect HaloPSA. Connect your docs. Open a ticket and see it work.