HaloPSA Expands Managed IT Services Platform With AI-Driven Service Ticket Triage

‘You can turn on Halo and basically start logging new tickets. It doesn’t need previous tickets to make it happen,’ says HaloPSA Chief Commercial Officer Tim Barton-Wines.

HaloPSA, the Stowmarket, Suffolk, U.K.-based developer of an all-in-one platform for delivering managed IT services, Sunday introduced several new capabilities to its platform and showed how it can be used as part of a fully automated service for MSPs.

Tim Barton-Wines, chief commercial officer at HaloPSA, told an audience of MSPs at this week’s XChange 2026 conference in Orlando, Fla., that his company has come a long way.

“And here we are, a decade later, doubling every year and with now about 7,000 MSPs using us as we speak, which is super cool,” Barton-Wines said.

XChange 2026 is hosted by CRN parent The Channel Company.

HaloPSA’s customer list includes companies such as Domino’s Pizza UK and Red Bull, which leverage HaloPSA’s service engine for enterprise management, according to Barton-Wines .

Barton-Wines told the MSP audience that HaloPSA is unusual in its pricing. As of January, the company’s channel partners saw a 5 percent price reduction, a move that he said will continue, promising a 25 percent decrease over the next 10 years, outside inflation-related adjustments.

"No surprise renewals, just real savings as we scale," he said.

HaloPSA is focused on helping MSPs automate their services, Barton-Wines said. He offered three examples of where the company is doing just that.

The first is by providing automated triage of inbound service tickets into HaloPSA’s service desk, with or without historical data. “You can turn on Halo and basically start logging new tickets,” he said. “It doesn’t need previous tickets to make it happen. … Not looking at ticket history, it’s asking an AI agent, ‘Does this feel like an incident? Does it feel like a request?’”

The second is automated service multifactor authentication to eradicate identity verification risks on service desks by integrating it into ticket handling, Barton-Wines said.

“You know exactly who you’re talking to is the right person,” he said. “So if you have got a CEO trying to reset their password, you know 100 percent that is the person we are actually talking to.”

The third example is what Barton-Wines called zero-touch new starters, or the ability to streamline new staff on-boarding requests, leveraging a customizable portal that standardizes inbound requests for easier support and automation.

“When you standardize your inbound requests, first, you’re advertising to your customers exactly what you offer, and it also makes them cheaper to support as they’re all standardized, but it also makes it easier to automate,” he said.

Barton-Wines introduced two new automation capabilities, which HaloPSA is now in the process of introducing.

The first is the automated off-boarding of customers via an expanded strategic relationship with Rewst, the Tampa, Fla.-based developer of a cloud-native robotic process automation technology for MSPs. With the new relationship, HaloPSA can streamline off-boarding requests in minutes, he said.

The latest offering from HaloPSA is using Model Context Protocol (MCP) to provide a chat-based experience, letting service desk managers ask complex questions and initiate bulk actions across multiple tools, all from one interface, Barton-Wines said.

MCP is an open-source standard created by Anthropic to enable LLMs to securely and efficiently connect with external data, tools and services.

“You can basically have an AI layer across your entire tech stack, and it connects all your data together so you can ask it a question,” he said. “’What assets might have the most issues against them? How is this going?’ And it will connect all the data together. You can receive that in one space.”

The ability to triage ticketing is a huge opportunity for MSPs, said George Usi, co-founder and CEO of Omnistruct, a Sacramento, Calif.-based MSP.

“It makes automation of first line of ticketing, support and response a little bit more realistic,” Usi told CRN.

Usi said he was also impressed with HaloPSA’s automated service MFA.

“If you aren’t sure what someone’s authority level or a caller’s authentic identity is, being able to incorporate automation to do almost like a pre-triage of authenticating the user was impressive to see in action,” he said.

In addition, HaloPSA’s MCP integration is something Usi said he is looking forward to.

“We’re not using any applications that use MCP at the moment,” said. “But it will be important to have. And this is not just applicable from a ticketing perspective. I think there’s a lot of innovation and opportunity headed our way in the form of more automation and decision support at all levels within the stack of responses.”