Integrations FAQ

Common questions and troubleshooting for MSPortal.ai integrations

Find answers to frequently asked questions about integrations, data syncing, and troubleshooting common issues.

Why aren’t my tickets syncing?

If your tickets aren’t appearing in MSPortal, check these common issues:

1. Import Companies First

   Tickets are linked to companies. Before tickets can sync, you must import your companies from your PSA.

   Go to Settings > Companies and ensure your companies have been imported. See the Import Companies guide for detailed instructions.

2. Select Queues to Sync

   Open your PSA integration settings and configure the Ticket Settings. You must select which ticket queues/boards to sync.

   • ConnectWise: Select Service Boards in Ticket Settings
   • Autotask: Select Queues in Ticket Settings
   • Halo PSA: Select Ticket Types in Ticket Settings
   • Syncro: Tickets sync automatically once the integration is connected
3. Verify Integration Status

   Ensure your PSA integration shows as Active on the Integrations page (/settings/integrations).

   If the status shows as disconnected or errored, your API credentials may have expired or been revoked. Reconnect the integration with fresh credentials.

After making configuration changes, use the Sync Now button on your integration card to trigger an immediate sync rather than waiting for the scheduled sync.

How often do syncs happen?

MSPortal syncs data from your integrations on regular schedules. Frequencies vary by integration and data type. As a general guide:

Data Type	Typical Frequency
Tickets	Every 5-15 minutes
Companies & Contacts	Every 1-4 hours
Users & Resources	Every 2-4 hours
Devices (RMM)	Every 30 minutes to daily
PSA Reference Data	Daily
Microsoft 365	Every 6 hours to daily

For the exact, per-integration breakdown, see the Sync Schedules page.

Autotask Webhooks: If you’ve enabled webhooks for your Autotask integration, ticket updates are received in near real-time rather than waiting for the scheduled sync.

I made a change in my PSA and it’s not showing up

Changes made in your PSA will appear in MSPortal after the next scheduled sync (typically within 15-30 minutes depending on data type).

If you need the changes immediately:

Wait for Auto-Sync

Tickets sync every few minutes; other data syncs on its own schedule. See Sync Schedules for the exact cadence by integration.

Force Manual Sync

Click the refresh icon on your integration card at /settings/integrations to trigger an immediate sync.

Manual syncs are rate-limited. If you’ve recently triggered a sync, you may need to wait a few minutes before triggering another.

My integration shows as disconnected

If your integration status shows as disconnected or has an error:

1. Check API Credentials - API keys or secrets may have expired or been rotated in your PSA
2. Verify Permissions - Ensure the API user has the required permissions (see integration-specific guides)
3. Check Rate Limits - Some PSAs have API rate limits that may temporarily block requests
4. Reconnect - Try disconnecting and reconnecting the integration with fresh credentials

Related Resources

• Import Companies - How to import companies from your PSA
• Import Users - Sync PSA users with MSPortal
• Clear and Resync - How to perform a full data resync
• Integration Settings - Configure integration options

Need More Help?

If you’re still experiencing issues after following this guide, contact [e-mail] with:

• Your PSA type (ConnectWise, Autotask, Halo, or Syncro)
• A description of the issue
• Any error messages you’re seeing
• Steps you’ve already tried