HaloPSA Agents and Teams

HaloPSA Agents and Teams

Overview

Agents in HaloPSA are the technicians who handle tickets and service delivery. Teams are groupings of agents that tickets can be assigned to. Use these tools to discover agent IDs and team structures before assigning tickets or filtering work queues.

API Patterns

List Agents

Tool: halopsa_agents_list

Key parameters:

• team_id — Filter agents by team ID
• inactive — Include inactive agents (default: active only)
• limit — Maximum results (default: 50)

Response includes:

• record_count — Total matching agents
• agents — Array of agent records with ID, name, email, team membership

Get Agent Details

Tool: halopsa_agents_get

Parameters:

• agent_id (required) — The agent's numeric ID

Returns full agent profile including contact details, skills, team assignments, and availability settings.

List Teams

Tool: halopsa_teams_list

Parameters:

• limit — Maximum results (default: 50)

Response includes:

• record_count — Total teams
• teams — Array of team records with ID, name, and member count

Common Workflows

Find an Agent by Name Before Assigning a Ticket

1. Call halopsa_agents_list to get all active agents
2. Search the result for the agent by name
3. Use the agent's id when calling halopsa_tickets_update to assign

List All Technicians in a Team

1. Call halopsa_teams_list to find the team ID by name
2. Call halopsa_agents_list with team_id set to the team's ID
3. Review the returned agents for team membership

Check Agent Details for Escalation

1. Call halopsa_agents_get with the agent's ID
2. Review availability, skills, and contact information
3. Use details to determine escalation appropriateness

Notes

• Agent IDs are required when assigning tickets via halopsa_tickets_update
• Inactive agents are excluded by default — set inactive: true to include them when auditing
• Teams are used for ticket routing rules in HaloPSA; consult HaloPSA admin settings for routing configuration
• This skill is read-only; agent and team creation/modification must be done through the HaloPSA admin interface