Vrexo + HaloPSA
Autonomous resolution that runs inside your Halo workflows, not around them.
Vrexo connects to HaloPSA through the native API. Halo operations tend to lean hard on custom workflows and ticket types, so the integration is built to respect that structure rather than flatten it.
Ticket types and workflows
Vrexo maps to your ticket types and moves tickets through your workflow steps. If your password-reset type has a specific lifecycle, the autonomous resolution follows it: each step recorded, each transition timestamped.
Custom fields are preserved and populated where your workflow expects them, so downstream reporting built on those fields keeps working.
SLAs and priorities
Classified tickets carry the priority your SLA matrix dictates for that client and category. Because classification is deterministic and instant, SLA clocks start against correctly categorized tickets, not against a triage guess someone fixes later.
The repetitive categories that usually generate SLA pressure stop competing with complex work for attention, because they resolve in minutes without a human in the queue.
Teams and agent assignment
Escalations route to the right team or agent per your assignment rules, with classification and context attached as a private action. Any agent who picks up the ticket sees what was already examined.
Vrexo does not create shadow assignments or parallel ownership. The ticket belongs to whoever your rules say it belongs to.
Actions, notes, and notifications
Resolution actions are written with correct visibility: private actions for internal analysis, public actions for the client-facing summary. Your Halo notification templates and email triggers fire as configured.
Time is recorded against the resolution, keeping the automated work visible in billing and utilization reports.
Configured during kickoff
- API application with scoped agent permissions
- Ticket type and workflow mapping for categories in scope
- SLA and priority matrix confirmation per client
- Escalation routing: teams and agents for low-confidence tickets
- Action visibility and notification template preferences