DaemonLayer
Integration
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Overview

DaemonLayer is an AI triage and automation layer built specifically for MSP service desks. It can work directly from your inbound email or pickup new tickets directly from your HaloPSA. It reads every new support request, enriching it with live Microsoft 365 context, RMM data, executing pre-built workflows for common requests, and creating a fully prepared ticket in HaloPSA for anything that needs a technician.

DaemonLayer is built by people who have run MSP service desks and worked in the IT for 20+ years, not just studied them.

How it works with HaloPSA: DaemonLayer connects to your HaloPSA instance via API and operates bidirectionally. It receives webhooks for new tickets, maps its internal statuses and priorities to your HaloPSA boards, posts workflow outcomes as comments, logs time entries automatically, and keeps ticket state in sync throughout the resolution lifecycle. Your engineers keep working exactly as they do today, tickets just arrive with the investigation already done.

HaloPSA routes work through Teams rather than boards, and DaemonLayer is built to match: the Agent selects the right Team for each ticket and resolves the correct available agents from it, rather than pushing to a flat queue and leaving assignment to chance. For high-priority and critical tickets, DaemonLayer also checks agent presence at assignment time, preferring a technician who is currently online. If a client's usual primary agent is offline, it falls through to the next best available person automatically.

SLA targets are imported directly from your HaloPSA instance, including per-priority response and resolution times, and per-client targets from their contracts, so DaemonLayer tracks SLA compliance from the moment a ticket arrives, with no manual entry required.

Your engineers keep working exactly as they do today, tickets just arrive with the investigation already done, already assigned to the right person, and already aware of the clock.

Most MSPs are live and triaging their first ticket within 30 minutes of connecting.

Features & Benefits

- Tickets that arrive pre-triaged, not raw: Every request is classified, prioritised, and assigned before it reaches your HaloPSA board. DaemonLayer maps directly to your existing Teams, Ticket types, statuses, and priority levels, no reconfiguration of HaloPSA required.

- Automated resolution of your highest-volume requests: Password resets, user onboarding, offboarding, group and Teams membership changes, out-of-office, email forwarding, and mailbox permissions are handled end-to-end, with the outcome posted as a comment and time logged in HaloPSA automatically.

- Human-in-the-loop approval on every sensitive action: Any workflow can be configured to pause and request MSP admin sign-off before acting. Unanswered approvals expire safely and route to the service desk, nothing sensitive runs without a human saying yes.

- A full audit trail on every automated action: Every step DaemonLayer takes is logged, timestamped, and cryptographically receipted. You can download a plain-text audit receipt per ticket at any time, ready for compliance review or client reporting.

- SLA awareness and time tracking built in: Where HaloPSA exposes SLA data, DaemonLayer tracks response and resolution targets. Time entries for every automated action are posted back to HaloPSA with correct billing and labour attribution.

- GDPR-compliant by default UK-built, EU-hosted, ICO registered

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