Thoughts

The MSP Business Model Fallacy

By  
Mendy Green
June 9, 2021
•
20 min read
Business
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In any business where you’re not billing Time and Materials, the amount of time you spend on a project directly correlates to how profitable you are. In an MSP, this applies even more. MSP Businesses were designed years ahead of their time, bringing into practice concepts such as recurring revenue, outsourcing, efficient resources, and more; before people even realized the value. It’s the reason that today the MSP Businesses are blowing up with everyone you meet starting their own. Unfortunately, there’s a complex side to the framework of an MSP that is very often overlooked, especially by those just starting out.

Let’s discuss how the MSP business model is built. MSPs pitch to their prospective clients that they can provide the same level (or often times better) IT Services to their organization than they themselves can find if they go with someone internally. They ask for less money, and offer a bigger team with greater experience. These same MSPs then have to turn around and hire the same people that would have been hired directly, and not just one, but two or three or more depending on the size of the MSP.

MSPs have to pay the same salary with a smaller budget. How can these numbers possibly work?

This is where efficient resources come in; an MSP needs to stack multiple clients reusing the same resources for each client so that together all the clients combined pay enough money for the MSP to pay the technicians salary and make a profit. The income also needs to cover all base expenses of the MSP which includes infrastructure such as an RMM, PSA, Email, Phones, over-night team for emergencies and so on.

With an internal IT resource, that resource would be solely focused on the business they were working for and getting paid a full salary of say $52k/year, now the same resource at an MSP is getting paid $52k/year and needs to  stay on top of not one company IT needs, but actually 3 or 4 (or more depending on the contract size of each). This kind of expectation is unreasonable and when maintained results in high-stress work environments and eventual burn out for the technician. The saying “trial by fire” is very applicable to the technicians who work at an MSP. They are under constant barrage of tickets and stress, jumping from company to company each ticket wildly different from the next. This makes them unusually skilled and also rapidly exposes them to a wide range of experience they may not have received working for just one company. A good MSP technician of the lowest tier can easily go head to head in ability (if not knowledge) to a mid-tier internal IT resource.

Now keep in mind that when MSPs started we were a new phenomenon. There was no standard to follow, no existing business to copy, except for the existing internal IT department within a Company. We didn’t know what kind of pay structure was fair to offer a Tier 1 or Tier 2 technician because there was no “average pay” metric. The only thing we did know is that we are building a business with a stress on smaller dollar amounts per client, and more total clients. This means what we paid our technicians had to be less too, or that we keep the MSP as lean as possible with only the amount of technicians truly needed. Following the 80/20 rule we determined that 80% of the time with our clients running smoothly we would be fine and only 20% of the time when some kind “perfect storm” would occur we would need to motivate our technicians to put in more effort (or what was generally called “figure something out”).

What’s being described is not a sustainable long term plan. Simon Sinek likes to stress that business is an Infinite Game and that those who are not playing by those rules are doomed to failure eventually. The only way to stay in the game is by having resources, and the will to keep playing. We’ve already established that MSPs do not have the same pockets as a normal business, not without drastically imposing upon “will”, our employees, making them work in stressful environments and constantly being battered by the next broken issue.

The fix for this is easy, and its an iteration of what we already started. Efficient use of resources. Efficiency can help us spend less time per ticket, less time per client, and improve our technicians stress in the environment. There are two side to the efficient use of resources, one of which we already started (Sharing resources among companies) but the other is often overlooked “Work load management”. If we can make our work load efficient we can easily improve upon all the issues we just brought up. Here are some ideas that can be used to help facilitate the efficient workload.

Efficient resources is way more than just sharing resources. Making your workload efficient is just as important. Remember how profitable you are directly correlates to how efficient you can be
  • Proactively addressing age of client equipment
  • Proactively addressing ticket trends over time to help improve underlying issues
  • End User technology training for better understanding of the tools they use
  • Breaking Client’s business vertical into separate teams to allow for familiarity of Line of Business applications and setup
  • Building an MSP supported technical standard as your “stack” to ensure familiarity with technical infrastructure
  • Establishing formalized business processes for your MSP Teams so they know where to find information and how to proceed
  • Building an Automation First environment allowing you to offload work from your team to your technology decreasing the amount of time spent on tickets.

Remember, in the MSP business time isn’t a loss of potential profit, its actual profit lost as your contracted rate is the same every month. Automation and bulk actions are extremely important as the less time you spend doing something the more your Per Hour amount goes up.

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Mendy Green

I'm passionate about IT, driven by a dual love for solving complex problems and a commitment to transforming the stereotype of technical support into a positive and enjoyable user experience. For over 13 years, I've been deeply involved in the MSPGeek community, lending my expertise to various Managed Service Providers (MSPs), while also serving as the CTO at IntelliComp Technologies.

My journey in the tech world is fueled by a passion for teaching others. I find great satisfaction in imparting problem-solving and critical thinking skills, and offering practical guidance during the troubleshooting process. It's this enthusiasm for mentorship and improvement that led me to my current venture.

Today, as the founder of Rising Tide, I'm focusing on the MSP industry, dedicating my time to coaching and assisting both individuals and businesses. At Rising Tide, we're not just about providing solutions; we're about nurturing growth, fostering innovation, and building a community where everyone can rise together. Whether it's through hands-on problem solving or strategic planning, my goal is to make the IT experience not just efficient, but also empowering and enjoyable

See some more of our most recent posts...
By the [run]Book
April 28, 2026
8 min read

By the [run]Book: Episode 20

Episode 20 of By the [run]Book covers HaloPSA v2.214, highlighting practical updates across automation, integrations, and user experience. Key discussions include new dollar variables, improvements to Azure sync performance, and better control over portal actions. A great watch for MSPs looking to streamline workflows and get more out of their Halo setup.
Read post

Episode 20 of By the [run]Book dives into HaloPSA v2.214 with a mix of practical improvements and some quirky additions. Connor and Mendy walk through everything from new dollar variables and asset controls to Avalara fixes and portal enhancements—highlighting what actually matters for day-to-day MSP operations. This episode is especially useful for MSPs refining workflows, automation, and reporting accuracy in Halo.

Watch Now: By the [run]Book: Episode 20
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.

Important Mentions

Added ALLFIELDSCFQA dollar variable | v2.214 #1063336 | 5:48

Mendy and Connor noted this was very useful.

  • Outputs custom fields only in Q&A format
  • Perfect for onboarding/offboarding forms and portal submissions
  • Cleaner and more usable than dumping all fields
You can now hide user action on the customer portal | v2.214 #1034684 | 18:22

Highlighted during the user action demo as a practical workflow improvement.

  • Lets you use user actions via links without exposing buttons
  • Keeps portal UI clean for end users
  • Key for form-style workflows using “Link to User Action”
Added the ability to set colours for custom buttons | v2.214 #997636 | 44:35

Called out as a genuinely useful UI improvement.

  • Helps visually distinguish important actions
  • Improves technician usability in busy workflows
  • Small change, but high day-to-day impact

Full Feature List

Start and end email subject matching tags have been added to the site "Email Matching" configuration that allows an alternate matching ID to be used | v2.214 #1064486 | 3:57

Allows more flexibility in how incoming emails are matched to tickets.

  • Useful when third-party systems modify or strip subject tags
  • Enables alternate identifiers beyond the default ticket ID
  • Be cautious of misconfiguration causing duplicate tickets
Added the ability to an apply a template to an Asset via the API | v2.214 #1063514 | 5:23

Enables automation of asset configuration through API usage.

  • Apply standardized templates programmatically
  • Useful for onboarding and asset lifecycle automation
  • Reduces manual setup for large asset imports
Added ALLFIELDSCFQA dollar variable | v2.214 #1063336 | 5:48

Introduces a new variable to output custom fields in Q&A format.

  • Outputs only custom fields instead of all ticket data
  • Cleaner formatting for forms and structured data
  • Ideal for onboarding/offboarding workflows
Added More Asset System Fields to Device Change Tracking | v2.214 #1057703 | 9:08

Improves visibility into asset changes over time.

  • Expands audit tracking for asset updates
  • Useful for compliance and troubleshooting
  • Better lifecycle visibility for managed devices
Added new $-POUSEREMAILADDRESS variable | v2.214 #1054124 | 9:20

Returns the email address of the user associated with a purchase order.

  • Useful for billing and procurement workflows
  • Helps automate communications tied to POs
  • Reduces manual lookup of requester details
Various improvements to searching in the self-service portal | v2.214 #1054111 | 9:29

Enhances usability and visibility of search results in the portal.

  • Displays result counts across categories
  • Returns more granular service-related results
  • Helpful for large or complex service catalogs
Added a setting to prevent configuration changes being pushed into an instance | v2.214 #1052480 | 12:22

Provides control over configuration synchronization.

  • Prevents unintended overwrites in managed environments
  • Useful for multi-instance or partner-managed setups
Improved the accuracy of popup notification displays when multiple rules match at once | v2.214 #1048194 | 12:33

Ensures correct popup behavior when multiple rules trigger.

  • Reduces confusion from conflicting notifications
  • Improves reliability of rule-based alerts
Added Ticket Source to the Query Builder | v2.214 #1047023 | 13:24

Makes ticket source available for reporting and filtering.

  • Improves reporting on ticket intake channels
  • Helps analyze email vs portal vs API usage
Added validation when setting email start and end tags in Email Configuration | v2.214 #1043864 | 13:37

Adds safeguards when configuring email matching tags.

  • Prevents invalid or risky configurations
  • Helps avoid ticket parsing issues
Distribution Lists can now be configured to send emails to all email addresses associated with a user | v2.214 #1040191 | 17:03

Allows distribution lists to target all email addresses tied to a user.

  • Improves communication coverage for users with multiple emails
  • Useful for shared inboxes or alias-heavy environments
  • Reduces missed notifications
Transactions in Avalara will now be created with the customer name as the customer code | v2.214 #1038916 | 17:52

Improves clarity in Avalara transaction records.

  • Replaces less meaningful IDs with readable customer names
  • Simplifies reconciliation and reporting
  • Reduces confusion during billing audits
You can now hide user action on the customer portal | v2.214 #1034684 | 18:22

Adds control over visibility of user actions in the portal.

  • Keeps portal UI clean for end users
  • Still allows backend workflows to use the action
  • Ideal for link-based or automated user actions
In User settings, you can now hide the Top Level field on Account records. Additionally, you can set a default Top Level value for Account records | v2.214 #1032938 | 27:48

Improves flexibility when using Accounts and Prospects.

  • Allows separation of accounts from standard client hierarchy
  • Supports better reporting segmentation
  • Useful for sales pipelines and CRM-style setups
You can now use the status field on an asset for dynamic field visibility on assets | v2.214 #1032001 | 30:05

Enables dynamic fields based on asset lifecycle status.

  • Show/hide fields depending on asset state
  • Useful for decommissioned or retired assets
  • Improves data relevance and UI clarity
Added option to make Asset Tag mandatory when creating serialised assets during consignment or adding stock | v2.214 #1031510 | 31:02

Ensures asset tagging consistency during stock processes.

  • Prevents incomplete asset records
  • Improves inventory accuracy
  • Helpful for asset-heavy MSPs
You can now choose which entities get committed when syncing to Avalara | v2.214 #1027858 | 32:15

Adds control over Avalara synchronization scope.

  • Reduces unnecessary sync data
  • Improves performance and clarity
  • Useful in complex billing environments
Added the ability to set the default score on Satisfaction Survey | v2.214 #1027560 | 32:24

Allows a predefined score for surveys.

  • May simplify reporting setups
  • ⚠️ Can skew satisfaction metrics if misused
  • Generally less useful than one-click feedback
The Prorating date will now show when adding Products from a Sales Order to a Recurring Invoice | v2.214 #1024043 | 34:23

Improves visibility when prorating billing items.

  • Shows when proration is applied
  • Helps validate recurring billing accuracy
  • Reduces billing confusion
A setting has been added to Sales Order Configuration so that when a Sales Order is created a Ticket is also created for the purpose of admin tasks and communication | v2.214 #1021351 | 37:06

Automatically generates a ticket alongside sales orders.

  • Provides a workspace for admin and communication
  • Useful when not using Opportunities as the workflow driver
  • Helps track fulfillment tasks
You can now set a default width for columns on column profiles | v2.214 #1019311 | 38:19

Allows column width customization in list views.

  • Helps standardize layouts across teams
  • Uses pixel-based values
  • ⚠️ Less flexible than expected (manual configuration required)
A setting has been added to View configuration to show custom lists above the Teams in the "By Team" view | v2.214 #1015344 | 40:01

Changes ordering of lists in the team view.

  • Allows prioritization of key lists
  • Minor UI improvement
  • Alternative is restructuring list hierarchy
Added Asset Status variable for Asset Custom Buttons | v2.214 #1011860 | 41:32

Adds asset status as a usable variable in buttons.

  • Enables dynamic integrations or links
  • Useful for query-based actions
  • Supports more advanced automation
Default column profiles against an entity now allows for changing the column profile view in lists | v2.214 #1009740 | 42:46

Improves flexibility when viewing lists.

  • Users can temporarily override default column profiles
  • Reverts back after refresh
  • Reduces friction when switching contexts
Added the ability to set colours for custom buttons | v2.214 #997636 | 44:35

Allows visual customization of buttons.

  • Improves UI clarity and usability
  • Helps highlight important actions
  • Particularly useful in busy workflows
Added a new type of Distribution Lists where its Members are made up of Tickets | v2.214 #996443 | 45:34

Enables distribution lists based on ticket criteria.

  • Send communications based on ticket conditions
  • Useful for alerts or incident updates
  • Adds dynamic targeting capabilities
Added the ability to set upper and lower bounds for data in forecast outputs | v2.214 #995797 | 46:16

Adds control over forecast data ranges.

  • Improves reporting accuracy
  • Helps constrain projections
  • Useful for financial planning
Azure Delta improvements | v2.214 #982118 | 46:53

Enhances performance of Azure/Entra sync.

  • Reduces load by syncing only changed records
  • Improves performance in large environments
  • Speeds up nightly sync operations
Closure details will now expand by default | v2.214 #982083 | 52:51

Improves visibility of ticket closure information.

  • Saves clicks when reviewing closed tickets
  • Useful for QA and auditing
  • Minor UX enhancement
Minor webhook performance improvements | v2.214 #979558 | 54:22

Optimizes webhook performance and payload handling.

  • Reduces payload size with lightweight options
  • Improves integration efficiency
  • Helps avoid unnecessary data transfer
Improvements to asset access control | v2.214 #968048 | 56:11

Refines permissions for asset management.

  • Better control over who can edit asset types/groups
  • Adds restrictions at role and agent level
  • Improves security and governance

‍

By the [run]Book
April 14, 2026
8 min read

By the [run]Book: Episode 19

Episode 19 covers HaloPSA v2.212 and v2.214, focusing on admin quality-of-life improvements, billing visibility, and stronger workflow controls. Key highlights include clearing hidden ticket fields, email template previews, and improved API and invoicing capabilities.
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Episode 19 walks through HaloPSA v2.212 and v2.214, covering a wide range of quality-of-life improvements, admin controls, and workflow enhancements. Connor and Robbie highlight updates around ticket forms, invoicing, templates, and automation, making this especially useful for MSPs looking to tighten processes and improve day-to-day efficiency.

Watch Now: By the [run]Book: Episode 19
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.

Full Feature List

v2.212 Features

Asset-Client direct link added | v2.212 #843566 | 3:18

Allows assets to be linked directly to a client instead of only via a site.

  • Adds flexibility for non-site-specific assets
  • Useful for shared or virtual infrastructure
  • Be mindful of mixed client/site relationships
Dashboard views are now logged in ReportEvent, and reports loaded through a dashboard are also marked as such when auditing report runs | v2.212 #829218 | 4:56

Improves tracking of report usage across dashboards.

  • Adds visibility into report execution
  • Useful for auditing and troubleshooting
  • Helps manage multiple report versions
Added the 'End-User' field to ticket templates | v2.212 #814411 | 5:39

Adds control over end-user assignment in templates.

  • Enables overriding default behavior
  • Useful for internal workflows
  • Helps manage ticket ownership
Added new setting to hide actions on tickets when Client or Site Account Status is set to 'Stopped' | v2.212 #812986 | 7:28

Prevents actions on tickets for stopped clients or sites.

  • Reduces accidental work on inactive accounts
  • Can still be overridden by admins
  • Useful billing/service safeguard
You can now add Client, Site and User Custom Fields to Actions | v2.212 #812793 | 8:56

Allows updating custom fields directly via actions.

  • Removes need for runbooks in many cases
  • Speeds up workflows
  • Expands automation capability
Quotes are no longer able to be approved by the user if they have expired | v2.212 #808514 | 11:52

Prevents approval of expired quotes.

  • Avoids outdated approvals
  • Improves quote lifecycle control
  • Reduces billing risk
Adding $-ORIGINALCUSTOMERINVOICEADDRESS & $-ORIGINALCUSTOMERDELIVERYADDRESS for the addresses of the original customer of an invoice | v2.212 #789655 | 13:33

Adds variables for original customer addresses.

  • Useful for parent/child billing setups
  • Improves invoice clarity
  • Supports complex billing structures
Added a setting to clear fields on the new ticket screen when they are hidden by visibility conditions | v2.212 #783474 | 14:44

Ensures hidden fields do not retain values.

  • Prevents stale or hidden data
  • Improves form reliability
  • Critical for dynamic forms
You can now filter date fields on lists, views & filter profiles by 'Greater than X days ago', 'Greater than or equal to X days ago', 'Less than X days ago' & 'Less than or equal to X days ago' | v2.212 #781279 | 15:46

Adds advanced relative date filtering.

  • Enables precise SLA and reporting views
  • Helps identify stale tickets
  • Major usability improvement
Added Email Template Preview for Email Templates | v2.212 #767443 | 18:25

Adds preview functionality for templates.

  • Speeds up testing
  • Validates variables and formatting
  • Useful for multi-language setups
Added the ability to edit meter readings on recurring invoice lines | v2.212 #727713 | 20:59

Allows editing of existing meter readings.

  • Correct mistakes without rework
  • Improves billing accuracy
  • Adds flexibility
A setting has been added to Item Group configuration so that when adding Items from a Sales Order to an Invoice the Invoice Group Name will be used to match existing groups or create new groups | v2.212 #709218 | 21:58

Improves grouping of invoice items.

  • Keeps invoices structured
  • Reduces manual effort
  • Useful for standardized billing
Option to allow the merging of assets | v2.212 #671302 | 23:07

Enables merging duplicate assets.

  • Useful for cleanup scenarios
  • Prevents duplication
  • Maintains data quality
Added the setting 'Show related Ticket count' to ticket settings | v2.212 #652167 | 23:47

Displays number of related tickets.

  • Improves visibility
  • Adds quick context
  • Enhances UX
Customers and assets can now be matched off of incoming Site24x7 alerts | v2.212 #644267 | 24:56

Enhances monitoring integration mapping.

  • Reduces manual matching
  • Improves automation
  • Better alert accuracy
An option has been added to Purchase Order Statuses so that they can be marked as "Cancelled/Do not receive stock" | v2.212 #615288 | 25:12

Adds more control to purchase order lifecycle.

  • Prevents unwanted stock processing
  • Improves procurement accuracy
  • Clearer status tracking
An option has been added to the workflow step actions for "Email from Agent" | v2.212 #572585 | 26:43

Enables workflows triggered by agent emails.

  • Supports email-driven automation
  • Useful for niche workflows
  • Expands flexibility
Google Maps Integration is now available | v2.212 #160218 | 27:18

Adds mapping and geolocation features.

  • Visualize customers/sites
  • Helps plan visits
  • Auto-generates coordinates

v2.214 Features

Added the Project Setup Wizard | v2.214 #769329 | 29:45

Introduces guided project setup.

  • Simplifies project creation
  • Early-stage usability
  • Foundation feature
Input Chat flow steps can now update Ticket Fields after a Ticket has been logged in the Chat Flow | v2.214 #1079338 | 31:11

Allows updating ticket fields post-creation in chat.

  • Improves chat workflows
  • Enables dynamic updates
  • Better self-service
It is no longer possible to delete a Top Level if it contains Customers | v2.214 #1078032 | 33:00

Prevents deletion of populated top-level structures.

  • Protects hierarchy
  • Prevents accidental data loss
  • Important safeguard
Timesheet submission/revert can now be performed from the Timesheet side panel | v2.214 #1077825 | 33:32

Improves timesheet usability.

  • Faster workflow
  • Less navigation
  • Cleaner UX
Resolved an issue with the "Attach quotation PDF when sending email" setting failing to function for Actions that send Quote emails | v2.214 #1077103 | 34:09

Fixes inconsistent quote PDF behavior.

  • Ensures settings are respected
  • Prevents incorrect attachments
  • Improves reliability
Actions with system use 'Email Quotation' now follow the Quote setting 'Attach quotation PDF when sending email' | v2.214 #1076914 | 34:47

Aligns quote email behavior with configuration.

  • Consistent output
  • Reduces confusion
  • Improves automation
Recurring Billing Profiles can now be used from the Recurring Invoice screen using the List context menu | v2.214 #1076256 | 34:56

Adds access to billing profiles from invoice screen.

  • Reduces navigation
  • Speeds up workflows
  • Useful for bulk billing
Quote variables can now be used on Ticket actions | v2.214 #1075404 | 36:06

Allows use of quote data in actions.

  • Enhances automation
  • Improves communication
  • Reduces manual entry
Item/Product Updated has been added as a runbook trigger | v2.214 #1074755 | 36:55

Adds new automation trigger.

  • Enables reactive workflows
  • Useful for inventory updates
  • Expands automation scope
Added 'Rich' as a type of field for asset fields | v2.214 #1073877 | 37:07

Adds rich text support for asset fields.

  • Supports formatted content
  • Useful for documentation
  • Allows more detailed records
A setting has been added so that when a Ticket has open Appointments/To-do lists and an SLA procedure closes it then it will not be closed and can have it's status changed instead | v2.214 #1073377 | 37:59

Prevents closure when tasks remain open.

  • Protects incomplete work
  • Improves SLA handling
  • Adds control
Option added to add approval votes to the Feed | v2.214 #1073347 | 39:18

Adds approvals to activity feed.

  • Improves visibility
  • Centralizes approvals
  • Helps auditing
A setting has been added to Self Service Portal configuration so that the "Log in to agent application" option will not show for the self service portal login form | v2.214 #1072163 | 39:43

Removes agent login option from portal.

  • Cleaner UX
  • Reduces confusion
  • Better user experience
The option to order/sequence all Lookup Codes has been added | v2.214 #1072076 | 40:41

Adds ordering control to lookup codes.

  • Improves dropdown organization
  • Helps standardization
  • Better admin control
Added a target date field to software releases | v2.214 #1069542 | 42:21

Adds planning field to releases.

  • Supports tracking
  • Useful internally
  • Minor feature
A UserGuiding container can now be added to the application and portal in Config > Advanced Settings | v2.214 #1068717 | 42:47

Enables guided onboarding tools.

  • Supports walkthroughs
  • Improves onboarding
  • External integration
Consignment line note property has been added | v2.214 #1068640 | 44:54

Adds note field to consignment lines.

  • Improves detail tracking
  • Useful for logistics
  • Adds flexibility
An option has been added to Agent and Role configuration to show all Teams for all departments in the "by team" view/tree. This will only show if "Membership level to all Departments" is used | v2.214 #1067771 | 45:36

Expands team visibility.

  • Useful for large orgs
  • Improves navigation
  • Role-based control
The UserWay widget can now be enabled withing Advanced Settings for the main application (previously only available for the self-service portal) | v2.214 #1067551 | 45:49

Extends accessibility tools to main app.

  • Improves accessibility
  • Broader coverage
  • Better compliance
A setting has been added to add a column for the last invoiced value when viewing recurring invoices in the ready for invoicing area | v2.214 #1066844 | 46:36

Displays previous invoice values.

  • Helps spot anomalies
  • Improves validation
  • Saves time
Action Billing Plan ID has been exposed to the API for the Actions endpoint | v2.214 #1066754 | 49:38

Exposes billing data to API.

  • Improves integrations
  • Enables automation
  • Adds flexibility
The Item selection used in Automation Criteria will now allow searching | v2.214 #1066435 | 49:59

Adds search to selection fields.

  • Improves usability
  • Saves time
  • Reduces friction
Choosing a User on the call screen will now follow the settings relating to a Ticket User's Client/Site relationship | v2.214 #1066332 | 50:43

Aligns call screen logic with ticket settings.

  • Improves consistency
  • Reduces errors
  • Better UX
Original Sales Order reference is now populated for Credit lines that were generated from Sales Order Invoices | v2.214 #1066311 | 51:24

Links credit lines to original sales orders.

  • Improves traceability
  • Useful for finance workflows
  • Adds clarity
An Advanced Configuration setting has been added to change the way that the primary key value is generated for Invoices and Invoice Lines | v2.214 #1065645 | 51:39

Improves invoice ID handling.

  • Supports bulk operations
  • Prevents conflicts
  • Useful for integrations
Added option to specify Application identity roles when "Agent to log in as" is not set to an Agent on a Halo API application | v2.214 #1065228 | 57:36

Introduces role-based API identity.

  • Decouples API from agents
  • Improves security model
  • Better for integrations at scale

‍

By the [run]Book
March 31, 2026
8 min read

By the [run]Book: Episode 18

This episode of By the Runbook breaks down HaloPSA 2.212 updates with a focus on what actually matters for MSPs. The team covers key changes to automation, ticket views, and integrations, along with practical advice on what to enable, what to watch out for, and how these updates impact real-world workflows
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In this episode of By the Runbook, the team continues through the HaloPSA 2.212 release notes and spends time unpacking what several of these changes actually mean in practice. The conversation covers workflow design, mail campaigns, ticket views, reporting, and automation behavior, with especially useful commentary for MSPs trying to decide what to enable, what to ignore, and what to be careful with.

‍

Watch Now: By the [run]Book: Episode 18
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.
Check out MSP Blueprint for info on runbooks: MSPBlueprint

‍

Important Mentions

Ticket details can now auto-refresh when a background automation completes | v2.212 #1003085 | 25:29

This allows the ticket screen to automatically refresh when a background automation completes.

  • Eliminates the need for manual refresh after automations run
  • Keeps available actions, workflow steps, and ticket data in sync
  • Especially useful in environments with heavy automation usage
  • ⚠️ Not enabled by default — go turn this on
Additional rule types have been added to qualification matching criteria for custom fields | v2.212 #1009694 | 19:02

Expands qualification matching to include custom field criteria.

  • Enables highly granular ticket routing and assignment logic
  • Can support advanced use cases like skill-based routing or segmentation
  • ⚠️ Powerful but rarely practical for most MSPs without significant planning
Added the option to use the incoming webhook service for QuickBooks Online webhook processing | v2.212 #1021654 | 8:39

Adds delayed and retry-based webhook processing options.

  • Helps prevent failures during high webhook volume
  • Introduces retry logic for more reliable integrations
  • ⚠️ Can introduce delays (10–15+ minutes in some cases depending on configuration)
  • ⚠️ Default behavior vs delayed processing needs to be reviewed carefully


FullFeature List

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You can now restrict the ‘From’ address options on a Ticket Action to mailboxes the assigned team can access | v2.212 #1031882 | 2:50

This change limits the available “From” addresses on a ticket action to mailboxes the assigned team can actually access.

  • Prevents agents selecting mailboxes they don’t have access to
  • Reduces confusion in multi-mailbox environments
  • Helpful for teams split across departments or service lines
Added Email Address as another attribute option for the Followers field on the Self-Service Portal | v2.212 #1031728 | 3:23

Adds Email Address as another attribute option for follower behavior on the portal.

  • Improves flexibility for notifications
  • Useful for including external stakeholders
  • Expands portal configuration options
You can now edit various parts of a Mail Campaign after starting it | v2.212 #1030951 | 3:32

Allows changes to Mail Campaigns after they have started.

  • Removes need to recreate campaigns due to small mistakes
  • Makes campaigns more practical to use
  • Signals continued investment in this feature area
You can now restrict Pipeline Stages at the Opportunity Type level | v2.212 #1027853 | 4:58

Restricts pipeline stages based on opportunity type.

  • Keeps sales workflows cleaner
  • Avoids irrelevant stage options
  • Useful for more structured sales processes
Added the option to use the incoming webhook service for QuickBooks Online webhook processing | v2.212 #1021654 | 8:39

Adds webhook processing options including delayed and retry handling.

  • Helps manage high webhook volume
  • Reduces risk of dropped events
  • ⚠️ May introduce delays depending on configuration
Added in the ability to hide certain tickets from the change calendar | v2.212 #1017196 | 13:21

Adds the ability to hide tickets from the change calendar.

  • Useful for sensitive or internal tickets
  • Helps reduce noise in calendar views
  • Currently tied to the “Sensitive” flag
Service Users are Subscribed to has been added as an option to Distribution Lists and User Lists | v2.212 #1013148 | 13:55

Adds Service Users as a selectable option in distribution and user lists.

  • Expands targeting logic
  • Improves automation flexibility
  • Useful for advanced filtering scenarios
You can now send Mail Campaigns from Sales Mailboxes | v2.212 #1011772 | 14:54

Allows campaigns to be sent from sales mailboxes.

  • Improves branding and ownership
  • Separates sales vs support communications
  • ⚠️ Be cautious of Microsoft send limits
A warning will now be shown on an action and the ticket will be updated if an action email will fail to send | v2.212 #1010891 | 16:49

Adds a warning when an action email will fail.

  • Improves visibility into email failures
  • Helps prevent missed communications
  • Updates ticket automatically with failure state
Added the ability to map relationship types for parent, child, and sibling assets in SQL imports | v2.212 #1010659 | 18:17

Adds asset relationship mapping during SQL imports.

  • Preserves structure during migrations
  • Supports complex asset environments
  • Useful for onboarding/import projects
Added isRunning to Halo Asset Discovery integration | v2.212 #1010606 | 18:54

Adds an isRunning field to asset discovery.

  • Helps track discovery state
  • Useful for monitoring and automation
  • Adds visibility into background processes
Additional rule types have been added to qualification matching criteria for custom fields | v2.212 #1009694 | 19:02

Expands qualification matching with custom field rules.

  • Enables more advanced routing logic
  • Supports complex assignment scenarios
  • ⚠️ Often overkill for most MSPs
Ticket details can now auto-refresh when a background automation completes | v2.212 #1003085 | 25:29

Allows ticket view to auto-refresh after automation runs.

  • Keeps UI in sync with backend updates
  • Eliminates need for manual refresh
  • ⚠️ Not enabled by default — turn this on
Added 'Update Currency' to Quotes | v2.212 #992111 | 29:17

Adds ability to update currency values on quotes.

  • Supports multi-currency environments
  • Updates cost and price together
  • Improves quote accuracy
Added option to make a Knowledge Base's negative feedback comment mandatory | v2.212 #991702 | 30:41

Requires comments for negative KB feedback.

  • Improves feedback quality
  • Helps refine documentation
  • Useful for KB governance
New default setting for showing grandchildren in child ticket lists | v2.212 #990317 | 30:49

Adds control for showing nested tickets.

  • Improves visibility in projects
  • Useful for multi-level ticket structures
  • Configurable behavior
Improvements to AI report analysis | v2.212 #987946 | 31:27

Enhances AI reporting capabilities.

  • Can now be scheduled
  • Can be embedded in PDFs
  • ⚠️ Still not widely used in practice
Added a setting to restrict knowledge base article amendments to owners only | v2.212 #982079 | 33:06

Restricts KB edits to owners only.

  • Improves control over content
  • Prevents unintended edits
  • Supports structured documentation workflows
Added a global setting to allow users to translate actions on the portal when using Azure AI Translator | v2.212 #978595 | 33:22

Adds translation support in the portal.

  • Useful for multilingual environments
  • Improves accessibility
  • May not be necessary for all MSPs
Added the setting 'Secondary Asset MAC address field' to the Splashtop integration | v2.212 #978176 | 34:08

Adds secondary MAC address support.

  • Helps with multi-adapter devices
  • Improves asset matching
  • Integration-specific enhancement
You can now set character limits on memo and rich text custom fields | v2.212 #976975 | 34:39

Adds character limits to text fields.

  • Prevents overly large inputs
  • Improves data consistency
  • Helpful for structured data entry
Added additional fields to assist with reporting on OLAs and rules | v2.212 #976953 | 34:47

Adds more fields for OLA and rule reporting.

  • Improves internal tracking
  • Supports more detailed reporting
  • Still primarily useful for advanced setups
Added the setting 'Prevent email responses from continuing the approval flow' at approval step level | v2.212 #974172 | 39:10

Prevents approvals from email replies.

  • Avoids accidental approvals
  • Forces structured approval process
  • Improves workflow control
Added a setting to the Custom Field configuration to copy values to grandchild tickets when updated | v2.212 #970536 | 40:25

Extends field copying to deeper ticket levels.

  • Maintains consistency across ticket hierarchy
  • Useful for projects and task trees
  • Reduces manual updates
Added Primary Asset as a criteria for Runbooks | v2.212 #970066 | 40:41

Adds primary asset as a runbook condition.

  • Enables asset-based automation
  • Improves targeting of runbooks
  • Useful for device-specific workflows
Added $-AgentID as an available $ variable for Database Lookups | v2.212 #961283 | 40:48

Adds AgentID variable for lookups.

  • Expands database query capabilities
  • Useful for advanced automation
  • Improves flexibility in integrations
Added reports and dashboards to configuration change tracking | v2.212 #959264 | 40:55

Adds reporting changes to config tracking.

  • Improves audit visibility
  • Helps track admin changes
  • Pairs well with settings search feature
Filter Profiles can now be used on Child Ticket lists | v2.212 #922698 | 42:56

Adds filter profiles to child ticket views.

  • Reduces clutter (especially closed tickets)
  • Improves usability in projects
  • Strong practical improvement
Added multiple settings to the 'Other Open Tickets' views | v2.212 #882375 | 45:18

Adds more configuration options to other open tickets view.

  • Improves visibility of related tickets
  • Can be moved to its own tab
  • Enhances day-to-day ticket context

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