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Audience: MSP staff authorized to manage the selected integration. Use the provider’s ticket configuration and Sync Actions where offered. These actions operate on stored integration data and background jobs; they are not browser refresh buttons.

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Start with the cause

Before resyncing, check the selected connection, API permissions, enabled sync areas, company links and ticket scope. A missing permission or excluded queue will not be repaired by repeatedly importing the same data. Wait for pending configuration saves before triggering a job.

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Quick Sync

Select Quick Sync for the provider’s normal ticket refresh when needed. The click starts a background workflow. A toast, released button or newly updated timestamp can indicate that the job was requested; verify the actual job result and expected ticket data before calling it complete. Quick Sync is not a full backup or a guarantee to reconcile every note, time entry, company and reference table. Those data areas can have separate synchronization behavior.

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Clear & Resync differs by provider

The current ticket controls can trigger the action directly without a second confirmation. Review the integration and intended scope before clicking. Do not press it just to inspect a confirmation dialog. After a clear starts, provider errors can leave data absent or partially repopulated. Do not describe a full resync as risk-free, instantaneous or a substitute for preserving unsynchronized work. It is not required routine monthly maintenance and is not the default step after initial setup.

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Verify the result

  1. Inspect the connection and relevant synchronization result after the background work runs.
  2. Check expected tickets for the intended company and configured scope.
  3. Check related notes or time entries separately where the workflow depends on them.
  4. Review the intended Company role’s visibility without changing a real customer ticket merely to test writeback.
If the result is unclear, preserve the error and inspect current data before retrying. Do not disconnect/reconnect or clear another integration as a generic recovery step. Contact support with provider, connection reference, data area and the observed error, keeping credentials out of the message.

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FAQs

No. Verify the actual synchronization result and expected records; a timestamp may record the request.
No. Current ticket controls can trigger it directly; review the target before clicking.
No. The Halo path requests a forced sync; ConnectWise and Autotask clear selected integration ticket records and reset the ticket cursor.
No. Investigate the cause and use the appropriate provider workflow; clearing is not routine maintenance.