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
1. Webhook
• Replace WEBHOOK_PATH and paste the generated Production URL into your HaloPSA webhook.
2. Guard filter (optional)
• Change teamName or teamId to skip tickets from specific queues.
3. Branding
• Replace YOUR_LOGO_URL and Your MSP Brand in the HTML note builder.
4. HaloPSA API
• In the HTTP node, replace YOUR_HALO_DOMAIN and add your Halo API token (Bearer auth).
5. LLM credentials
• Set your API key in the Gemini / OpenAI node credentials section.
6. (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