Automated Ticket Triage for HaloPSA with Gemini AI Summary Generation

What it is

This workflow listens for new tickets in HaloPSA via webhook, generates a professional AI-powered summary of the issue using Gemini (or another LLM), and posts it back into the ticket as a private note.

It’s designed for MSPs using HaloPSA who want to reduce triage time and give engineers a clear head start on each support case.

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✨ Features • 🔔 Webhook trigger from HaloPSA on new ticket creation • 🚧 Optional team filter (skip Sales or other queues) • 📦 Extracts ticket subject, details, and ID • 🧠 Builds a structured AI prompt with MSP context (NinjaOne, M365, CIPP) • 🤖 Processes via Gemini or other LLM • 📑 Cleans & parses JSON output (summary, next step, troubleshooting) • 🧱 Generates a branded HTML private note (logo + styled sections) • 🌐 Posts the note back into HaloPSA via API

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🔧 Setup Webhook • Replace WEBHOOK_PATH and paste the generated Production URL into your HaloPSA webhook. Guard filter (optional) • Change teamName or teamId to skip tickets from specific queues. Branding • Replace YOUR_LOGO_URL and Your MSP Brand in the HTML note builder. HaloPSA API • In the HTTP node, replace YOUR_HALO_DOMAIN and add your Halo API token (Bearer auth). LLM credentials • Set your API key in the Gemini / OpenAI node credentials section. (Optional) Adjust the AI prompt with your own tools or processes.

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✅ Requirements • HaloPSA account with API enabled • Gemini / OpenAI (or other LLM) API key • SMTP (optional) if you want to extend with notifications

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⚡ Workflow overview

🔔 Webhook → 🚧 Guard → 📦 Extract Ticket → 🧠 Build AI Prompt → 🤖 AI Agent (Gemini) → 📑 Parse JSON → 🧱 Build HTML Note → 🌐 Post to HaloPSA