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Setting Up HaloPSA with ChatGPT or Claude: the Questions to Answer First

An AI assistant can do a surprising amount of HaloPSA setup: drafting ticket types, SLA tables, status flows, email templates and even clicking through the config screens for you. What it can't do is guess how your MSP works. Ask it to "set up Halo" and you get a generic helpdesk that fits nobody.

The fix is boring and it works: answer the business questions first, in the right order, then hand the answers to the AI as context. Here's the order and a starter set of questions.

Set it up in this order

Halo settings depend on each other. SLAs need working hours, contracts need charge rates, rules need ticket types and teams. Doing it out of order means redoing it.

  1  Organisation & working hours
  2  Teams, agents & roles
  3  Customers, sites & users
  4  Ticket types & statuses
  5  SLAs & priorities
  6  Charge rates & contracts
  7  Email intake & templates
  8  Rules, workflows & approvals
  9  Portal & notifications
  10 Integrations (RMM, Microsoft 365, accounting)

Starter questions

Two per area. The kit has all 100.

1. Organisation & working hours

  1. What are your support hours, per time zone, and do any clients get 24/7?
  2. Which bank holidays do you observe, and does SLA time stop on them?

2. Teams, agents & roles

  1. Which teams exist (service desk, projects, NOC) and who can see whose tickets?
  2. Who is allowed to approve time, change contracts or delete tickets?

3. Customers, sites & users

  1. Will users sync from Microsoft 365 / Entra, or be created by hand?
  2. Do any clients have several sites that need separate contacts or SLAs?

4. Ticket types & statuses

  1. What genuinely different work do you do (incident, request, change, project task, alert)?
  2. Which statuses should pause the SLA clock, for example waiting on customer?

5. SLAs & priorities

  1. What response and resolution targets do you actually promise, per priority?
  2. Do different contract tiers get different SLAs?

6. Charge rates & contracts

  1. Which labour types do you bill differently (remote, onsite, out of hours, project)?
  2. Which contract models do you sell: fixed monthly, block hours, pay as you go?

7. Email intake & templates

  1. Which mailboxes create tickets, and what should happen to replies on closed tickets?
  2. Which automatic emails do customers get, and in what tone?

8. Rules, workflows & approvals

  1. What should be auto-assigned, and by what (client, category, keyword)?
  2. Which requests need approval before work starts, and who approves?

9. Portal & notifications

  1. What should end users be able to log and see in the self-service portal?
  2. Which internal alerts do agents need, and which are noise?

10. Integrations

  1. Which RMM alerts should become tickets, and which should be ignored?
  2. Does billing sync to Xero, QuickBooks or something else, and who owns invoice approval?

The prompt

Paste your answers under it, one area at a time.

You are helping configure HaloPSA for a managed service provider.

Below are our answers about how the business works. Using ONLY these answers:
1. Propose the HaloPSA configuration for the area named at the top (names, settings and values)
2. List anything our answers don't cover that this area needs, as questions for me
3. Flag any setting that depends on another area being set up first

Do not invent policies, prices or SLA targets. If something is unclear, ask.

Area: [e.g. SLAs & priorities]
Our answers:
[paste your answers here]

If you let an AI agent click through Halo

Browser agents (ChatGPT agent, Claude in Chrome and similar) can do the clicking, which is where it gets risky. A few rules: