HaloPSA for Beginners

A Deep-Dive Getting-Started Series (5 Parts)

Written for first-time users of HaloPSA, including those migrating from ConnectWise PSA.This article is part of a structured educational series designed to explain how HaloPSA is structured, how its core components relate to one another, and how work flows through the system at a foundational level.No setup steps are assumed.

No best practices are presented as facts.

No prior Halo experience is required.

Customers (the top-level anchor)

A Customer represents an organization. In HaloPSA, operational records such as tickets, projects, assets, and contracts are associated with a customer record.

Because of that relationship, the customer record is a practical starting point when you need context. From a customer record, users can typically access related work and related records (for example: tickets, projects, sites, users, assets, and contracts) that belong to that customer.

For new users, the simplest rule is: when you are unsure where to start, start at the customer. Customer is the parent object that ties the rest together.

From a customer record, you can access:

• Tickets
• Projects
• Sites
• Users
• Assets
• Contracts
• Billing history (if enabled)

Sites (sub-structure under a customer)

A Site represents a subdivision under a customer. Sites are commonly used to represent physical locations, and they can also be used to represent logical groupings under a customer.

Sites help add clarity when a customer has multiple locations or distinct environments that need to be separated for visibility and reporting.

Tickets, users, and assets can be associated to a site. That association provides additional context when reviewing work history and current activity.

Sites are used to:

• Separate locations
• Associate assets
• Assign users
• Provide context to tickets

Users (people associated with the customer)

A User represents a person associated with a customer. Users can submit tickets, be linked to a site, and be associated to assets.

Users are commonly the person impacted by an issue or the person requesting service, and they can be the recipient for ticket communication.

Users are distinct from internal staff. Internal staff are typically represented as agents with internal access, while users represent people at the customer.

Users can:

• Submit tickets
• Be linked to assets
• Be associated with sites
• Appear in ticket communication

Assets (tracked items that add context)

Assets represent tracked items such as devices or systems. Assets can be associated to customers and sites, and linked to users and tickets.

When a ticket is linked to an asset, it becomes easier to understand what hardware or system is involved and to identify patterns (for example: repeated incidents involving the same device).

HaloPSA can be used without fully populated asset data. When assets are used, they improve traceability and can support clearer reporting.

Assets can be:

• Linked to tickets
• Linked to users
• Linked to sites
• Covered by contracts

ConnectWise PSA vocabulary alignment (orientation only)

If you are coming from ConnectWise PSA, these terms are commonly used as functional equivalents for orientation:

• Customer (Halo) aligns to Company (CW)
• Site (Halo) aligns to Site (CW)
• User (Halo) aligns to Contact (CW)
• Asset (Halo) aligns to Configuration (CW).

This mapping is intended to help with vocabulary. It does not imply that behavior, enforcement, or screens are identical between platforms.