Using Halo PSA with LogMeIn Resolve

Halo PSA (Professional Services Automation) is a comprehensive software platform designed to support IT service providers, Managed Service Providers (MSPs), and other technology-focused businesses in effectively managing their daily operations. The integration between Halo and LogMeIn Resolve enables agents to receive tickets in Halo PSA when a device in LogMeIn Resolve triggers an alert.

Halo PSA helps IT professionals manage their business operations in the following areas:

Ticketing and Service Desk Management: Handle customer inquiries and support requests through a structured ticketing system. This is where agents can monitor the tickets raised by LogMeIn Resolve devices.
Automation: Automate repetitive tasks such as billing, reporting, and ticket routing to enhance efficiency.
Asset and Device Management: Monitor and manage client hardware and software assets.
Billing and Invoicing: Simplify the billing process and integrate with accounting systems for streamlined financial operations.
Reporting and Analytics: Obtain insights into business performance through customizable reports and dashboards.
Centralized Communication: Facilitate seamless collaboration between teams and improve responsiveness to customer needs.

After importing LogMeIn Resolve devices into Halo PSA, all these areas help agents increase their productivity.

Remember: To integrate Halo PSA into LogMeIn Resolve, you need admin privileges in Halo PSA and a paid LogMeIn Resolve account.

Create API integration keys in Halo PSA

To integrate Halo PSA with your application, first you need to generate the client ID and client secret.

Before you begin: Make sure you have the proper admin privileges in Halo PSA to create API keys.

Log in to your Halo PSA account and navigate to Configuration Settings.
Go to Integrations > Halo PSA API > View Applications > New Application.
Select Client ID and Secret for Authentication Method.
Once the authentication method is selected, the Client ID and Client Secret will be automatically generated. Make sure to save these credentials securely.
Identify and note down the domain provided in your Halo PSA account dashboard or settings.
Select Security. In the CORS Whitelist field, enter the following:
*.gotoresolve.com
Navigate to the integration platform by opening the external application or platform where you need to activate the Halo PSA integration.
Enter your Halo PSA credentials by filling out the required fields in the integration configuration:
- Client ID: Enter the generated value.
- Client Secret: Input the secret key.
- Domain: Provide the domain from Halo PSA.
Test the connection to verify that the integration works correctly.

Connect your Halo PSA account to LogMeIn Resolve

Every agent who wants to use the Halo PSA integration must perform the setup individually.

Sign in the Console at https://console.gotoresolve.com.
Go to the Integrations menu and select Learn more under Halo PSA.
Paste the Client ID, Client secret, and Domain that you have created in Halo PSA.
Select Activate to link your Halo PSA account to LogMeIn Resolve.
Your Halo PSA and LogMeIn Resolve accounts are now linked.
Select Configuration to set up which alerts should create tickets in Halo PSA.
On the Set up Halo PSA connection page, select the LogMeIn Resolve alert priority levels that create tickets in Halo PSA, then select Next.
On the Configuration page, select which Halo PSA ticket should appear in each Helpdesk service. All available options are created in Halo PSA.
- Site: Choose a site that is set up in Halo PSA.
- Ticket status: Choose an initial status for the tickets that are created in Halo PSA.
- Category: Select the Halo PSA category for the created tickets.
- Impact: Single user affected means that all alerts will be treated as if only a single user was impacted by the alert.
- Urgency: Choose a priority for the created tickets.
Note: These settings apply to alerts coming from your whole organization, regardless of which device or tenant raises that alert. When an alert is triggered, a ticket is created with the selected ticket status and urgency in the defined Halo PSA site and ticket category.
Select Next.
Verify your configuration details and select Finish configuration.

Synchronize tenants and export devices

You can synchronize your tenants between Halo PSA and LogMeIn Resolve to work with the same tenants in both applications.

Synchronize tenants

Synchronization makes sure you have the same tenants in both platforms.

In the LogMeIn ResolveConsole, go to the Integrations menu and select Learn more under Halo PSA.
Select Synchronize tenants on the left.
If you have already synchronized data, you see a Resynchronize tenants button that allows you to update tenant information between your Halo PSA and LogMeIn Resolve accounts.
Remember: Synchronization does not export devices of your LogMeIn Resolve tenants into Halo PSA.

Export devices

Exporting your LogMeIn Resolve devices to Halo PSA is necessary for creating a link in Halo PSA tickets that take agents to the relevant device's details page in LogMeIn Resolve.

In the LogMeIn ResolveConsole, go to the Integrations menu and select Learn more under Halo PSA.
Select Export devices on the left.
If you have already exported devices, you see a Re-export devices button that allows to add new LogMeIn Resolve devices to your Halo PSA account.

Results: Your devices appear on the Assets page in Halo PSA.

Track device issues in Halo PSA

When an agent receives a ticket in Halo PSA that a LogMeIn Resolve device triggered, they can easily check out the device's health in the LogMeIn ResolveConsole.

To learn more about why a device raised an alert, follow these steps in Halo PSA:

Go to the Service Desk page.
Choose a team or user to view their tickets.
Select a ticket to view its details.
On the Progress tab, select Click here to connect.

You are redirected to your LogMeIn Resolve account where you can see the details of the affected device.

What to do next: In the LogMeIn Resolve Console, agents can do the following to troubleshoot devices:

Article last updated: 5 May, 2025

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