What works on each PSA

QuantumOps works on HaloPSA, Autotask and ConnectWise PSA. Each tenant uses one of them, chosen in the setup wizard. Almost every feature works on all three. Where a PSA's own design or API makes something work differently or not at all, this page says what changes and why. Nothing here changes how QuantumOps works on HaloPSA.

Before you start: to connect Autotask or ConnectWise, see Connect Autotask or Connect ConnectWise PSA. In this page, "board" is ConnectWise's word and "queue" is Autotask's, and the words company and contact stand where HaloPSA says client and user. QuantumOps uses your PSA's own words on screen.

What works on all three

These features need no PSA-specific choice beyond the connection and the mapping:

• Ticket analysis, sanity scores, sentiment, duplicate and stale-ticket detection, and the analysis note on each ticket. See How ticket analysis works.
• Ticket Copilot, Ticket Autopilot, triage and Sherlock research. See Ticket Copilot.
• Qubit chat, Slack and Teams assistants, Q-Notices, Q-Missions, the memory graph and documentation sources.
• The dispatch board, call taking (in the extension's Call tab; the web console stays with HaloPSA, see below), call recordings, CSAT and NPS, Customer Success, identity verification and QBR Studio.
• Rewards, the leaderboard, Moments, phone presence, and the timeclock and payroll module. They key off agents and do not depend on the PSA.
• The browser extension, one build for all three PSAs. See The browser extension on Autotask and ConnectWise.

What works differently

Tickets and notes

Categories, priority and triage

Changing tickets

Because neither Autotask nor ConnectWise has a ticket color, color sync in guided work is a HaloPSA feature. The ranking itself, the next ticket for each technician, works on all three.

Tickets that QuantumOps creates

Call taking, Customer Success and follow-up tickets are created on the PSA's own terms:

• On Autotask a ticket needs a company, and QuantumOps always sets a due date, because Autotask accepts a ticket without one only when its category sets the date and time, and gives no way to check that first. The interval follows the priority's name: Critical 4 hours, High 8 hours, Low 5 days and anything else 2 days. An SLA on the ticket still sets its own dates.
• On ConnectWise a ticket needs a board, so choose a default board in the mapping. A summary is at most 100 characters: QuantumOps cuts a longer title and ends it with three dots, because ConnectWise refuses a longer one.
• A ticket created from a call carries the fields its PSA has. On Autotask, which has no impact or urgency, it carries the priority the call taker chose on the Call tab, or Autotask's own default priority when none was chosen. On ConnectWise it carries the impact and the severity the call taker chose, by name, and when the call taker leaves them on Default the ticket carries neither and ConnectWise applies its own default (the default impact and urgency of Call Taking settings are HaloPSA's own levels and are not used); a choice your ConnectWise does not list is left off the ticket. HaloPSA's routing modes (load balance, round robin, intelligent routing) are not available on either: a ticket created with one of them is left unassigned in the team's queue, and the call notes say so.

Customer e-mail

On Autotask and ConnectWise, a reply or a templated e-mail goes out as a customer-visible note that your PSA e-mails. Your PSA needs a notification setting for it. See Customer e-mail on Autotask and ConnectWise.

Reports and history

QuantumOps keeps a copy of your tickets and time entries on Autotask and ConnectWise and builds QBR Studio, Agent Performance, workload and similar reports from it. On HaloPSA the reports read your HaloPSA data directly.

• The copy of your history takes time to build, and on Autotask it runs inside the request budget. Reports fill as it completes. The import page shows how far it has come. See Importing your ticket history.
• Reopened-ticket counts start on the day QuantumOps connected, because it records every move from closed to open that it sees.
• QBR metrics about configuration items (managed assets, assets by type, assets out of warranty and warranties expiring in 90 days) are read from your PSA when the report is generated, not from the copy: on Autotask from Configuration Items, on ConnectWise from Configurations. Only active items count, and an item with no warranty date is in neither warranty figure. If your PSA cannot be read at that moment, the metric says why instead of showing zero. Project metrics are not available: only service tickets are copied.
• QBR Studio's satisfaction metrics use your QuantumOps surveys and NPS campaigns. On the CSAT sources tab of the QBR settings, a card named for your PSA, Autotask satisfaction or ConnectWise satisfaction, has a Use it box that is off by default. Check it to add the ratings in your PSA's own satisfaction surveys: ConnectWise ratings on their survey's own scale, Autotask ratings on a scale of 1 to 5, a higher rating always being better. Ratings that Crewhu, Simplesat and similar tools write into ticket custom fields are not read. See QBR settings: CSAT sources, metrics and AI.
• Service-level metrics use your PSA's own targets. Tickets with no target are not counted.
• Qubit's ticket statistics, workload and SLA answers come from the copy. Free-form SQL questions are not available, because neither PSA offers a SQL interface.

What stays with HaloPSA

These need something only HaloPSA has, so they are not offered on Autotask or ConnectWise:

• White-label federation and partner credits.
• The QuantumOps tabs inside HaloPSA: the embedded dashboards, the launcher tab and the Agent Assist action pages. See Adding QuantumOps tabs to HaloPSA. On Autotask and ConnectWise the setup wizard says there is nothing to set up for dashboards, and technicians use the browser extension, whose Assist tab shows the resolution plan beside the ticket.
• The web Call Taking console: the New call button in the header and the screen a phone system opens when a call rings. On Autotask and ConnectWise there is no New call button, and a direct visit to the screen's address shows a note that points to the browser extension. Technicians take calls in the extension's Call tab. See Taking a call.
• The Call Taking settings Default Impact and Default Urgency. They are HaloPSA's own impact and urgency levels, so the settings are not shown on Autotask or ConnectWise. There the extension's Call tab starts on Default (Autotask has one Priority choice, ConnectWise an impact and a severity) and your PSA applies its own default. See Call Taking settings.
• The legacy dispatch center in the web app, the older web version of the board. On Autotask and ConnectWise there is no link to it, and a direct visit shows a note that points to the extension's dispatch board, which replaces it.
• HaloPSA's native MCP source.
• Color sync, described above.

Related pages

• Map your PSA and check its health: the choices that shape what QuantumOps does on Autotask and ConnectWise.
• The setup wizard: where you choose your PSA.
• Modules reference: the modules and what each needs.
• What is QuantumOps: the product overview.