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This guide walks you through connecting your CloudRadial account to MSPortal.ai and importing selected service catalog items as ticket templates. The import is on demand and is set up by MSP staff with integration access plus permission to write Ticket Settings. It is not a company self-service setup.

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Overview

CloudRadial is a client portal platform where many MSPs maintain a service catalog of request forms. By integrating CloudRadial with MSPortal.ai, you can:
  • Import CloudRadial service catalog items directly as MSPortal ticket templates
  • Preserve each item’s name, description, category, and PSA routing details
  • Import client-specific catalog items and assign them to the matching company
  • Choose exactly which items to bring over, one time or in batches
On the CloudRadial connection page, the Setup guide has three tasks: Connect, Choose data (optional, where you pick and import catalog items) and Review.

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Prerequisites

  • Active CloudRadial partner account with API access
  • CloudRadial public and private API keys
  • MSPortal.ai account with integration management permissions
  • Permission to write Ticket Settings, which the import itself requires

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Part 1: Generate CloudRadial API Keys

Before connecting to MSPortal.ai, you need API credentials from CloudRadial. See CloudRadial’s API instructions.
1

Log into CloudRadial

Access your CloudRadial Partner Portal.
2

Open the API integration

Go to Partner > Settings, select Integrations in the Configuration column, then select API.
3

Create an API Key

Click +Add API Key and give the key a name. CloudRadial issues a Public Key and a Private Key pair; MSPortal needs both.
4

Copy Both Keys

Copy the public and private keys before you leave the page. CloudRadial does not show the private key again.
Store the private key securely! Treat it like a password. If you lose it, create a new key pair.
Note which region your CloudRadial account is hosted in (United States, Canada, United Kingdom, Australia, or Europe). You will select this region in MSPortal so requests go to the correct API endpoint.

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Part 2: Connect in MSPortal

1

Open CloudRadial

In MSPortal.ai, go to Settings > Integrations, choose Directory, find CloudRadial, and choose Connect.
2

Select Your Region

Choose your CloudRadial hosting region from the Region dropdown: United States, Canada, United Kingdom, Australia, or Europe.
3

Enter Your Keys

Paste your credentials into the Public Key and Private Key fields.
Your private key is stored securely using Supabase Vault encryption. It is never exposed in logs or API responses.
4

Test Connection

Choose Test connection to verify your credentials.If the connection fails:
  • Verify both keys were copied fully without extra spaces
  • Confirm you selected the region that matches your CloudRadial account
  • Check that the API key has not been revoked in CloudRadial
5

Save

Once the test passes, choose Save and continue. A successful test on its own does not save anything.

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Part 3: Import Catalog Items

Open Choose data on the connection page and select the catalog items you want to bring into MSPortal as ticket templates.
1

Choose a View

Two views control which items you see:Switching views clears your selection.
2

Select Items

Use Search catalog items to filter by name, category or company. Check the items you want, or use Select all shown to select the visible results. Items flagged as partner managed show a Partner badge.
Searching does not clear items you already checked. Clear the search and review the selected count before you import, so hidden items are not imported by accident.
3

Import

Choose Import to convert the selected items into ticket templates. Imported templates are active right away.Each row then shows Imported or Not imported, with the reason for a failure. Templates that imported successfully stay in place even if other items in the batch fail.
Importing an item again does not skip it. If a template with the same name already exists, MSPortal creates a renamed copy. Check your existing templates before you re-import.
4

Review the Imported Templates

Open your ticket templates and check each imported template’s fields, defaults, PSA routing, and company settings before clients use it. Conversion is a starting point for your MSPortal form, not a guarantee that every CloudRadial rule behaves the same way.
5

Finish Setup

Open Review and choose Finish setup. Finishing setup does not undo any import.

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What Gets Imported

CloudRadial catalog items are imported as MSPortal ticket templates, including:
  • Item name and description
  • Category and template pack
  • PSA routing details: board, type, subtype, status, and priority
  • Company assignment for client-specific items
Client-specific items are assigned to the MSPortal company whose name matches the CloudRadial company name (ignoring case). The template is turned off for every other company. If no company name matches, the template imports with no company restriction and is available to every company, so check its company settings after import.
The import creates templates in MSPortal; it does not modify anything in CloudRadial.

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Synchronization Schedule

CloudRadial is an on-demand import, not a recurring sync:
When you add new catalog items in CloudRadial, open the CloudRadial connection again, open Choose data, and import only the new items. Re-importing an existing item creates a renamed copy. When an item changes in CloudRadial, edit the matching MSPortal template instead of importing it again.

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Managing Your Integration

After setup, open the CloudRadial connection from Settings > Integrations.

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Updating Your API Keys

1

Open Connect

Open the CloudRadial connection and select Connect.
2

Enter New Keys

Enter the new public key. Leave the masked private key unchanged to keep the saved one, or enter a new private key to replace it. Changing the region clears the private key, so enter it again.
3

Test and Save

Choose Test connection, then Save changes. Testing alone does not save changed credentials.

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Disconnecting

To remove the connection, open More actions on the connection page and choose Disconnect…. Disconnecting changes nothing in CloudRadial; delete the API key there when you no longer need it.

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Troubleshooting

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Security & Privacy

  • Credential Storage: Your CloudRadial private key is encrypted using Supabase Vault and never exposed in logs or responses
  • Data Isolation: All imported templates are tenant-isolated and only visible to your organization
  • Read-Only Access: MSPortal only reads your CloudRadial catalog; it never modifies your CloudRadial configuration

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Next Steps

After setting up the CloudRadial integration:

Ticket Templates

Review and refine the templates you imported

Ticketing

Put your templates to work in the ticketing module

Open a Ticket with AI

The AI assistant matches imported templates when creating tickets

Other Integrations

Explore additional integration options

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Need Help?

For assistance with the CloudRadial integration, contact support@msportal.ai.