Before you start
You need integration-management permission, authorized provider credentials and access to the companies you intend to synchronize. Ticket configuration can additionally require Ticket Settings permission. Keep credentials in the connection form and your approved secret store. Have your Syncro administrator create an API token for this integration with access to the required customer, contact, ticket and asset data. Use the account subdomain, not a pasted ticket URL. Grant write capabilities only for portal actions you intend to support, such as creating or updating tickets; a read-only token is not sufficient for those actions.Connect the provider
- Open Settings > Integrations, find Syncro, and open setup. Use Configure for the existing connection.
- Enter Subdomain and API Key.
- Select Test Connection when ready to connect. For a new connection, a successful test also creates and saves the integration. There is no separate Create Integration button in this PSA wizard.
- Review the result and continue to Permissions. An existing connection can initialize with a Connected indicator; that is not proof of a fresh test.
MSP example: the setup steps for an existing connection. The Connect checkmark does not represent a new test.
Check permissions
The permission screen checks vendor endpoints and reports required access, optional access and unavailable or unverified results. Required denied access prevents the supported progression. An optional permission that is not granted keeps its corresponding sync off. Read the reported failure before changing the API role. A timeout, unavailable endpoint or unverified check is not automatically proof of a missing permission. Retry after resolving the actual problem. These checks exercise read access; they do not prove that ticket creation, comments, warranty updates or other writes will succeed.Select synchronization scope
Choose the available company, user/contact and ticket synchronization options. The Syncro wizard does not offer opportunity, project, invoice or product-catalog synchronization switches. Device imports have their own page. Review filters before continuing. Synchronizing source records, linking them to companies and importing portal records are separate steps. Automatic company/contact import options can create portal records when matching source records arrive. Review any import preview and the selected categories carefully; do not rely on a confirmation appearing for every save. Proceeding from Sync saves the selected scope and starts background synchronization. Options in later steps may remain incomplete while it runs. Check errors and the connection’s actual sync result before treating an empty list as the final dataset.Continue to imports
Syncro goes directly from Sync to Import. It has no separate Configure step in this wizard; do not look for the board/queue and opportunity configuration used by the other PSAs.Import and finish
The Import step offers Users, Companies and Devices. Open Device Import opens Syncro device staging. Review existing portal records before creating duplicates. Company links determine which client can see synchronized data. Apply the intended company and user selections and check the result. Complete Setup also attempts to apply pending company/user imports before completing the wizard. It can start background work, so setup completion is not proof that every import or sync succeeded. An import-page link only navigates to that workflow. Use Save & Exit to save wizard progress when pausing. Reopen the connection to continue and verify the saved state. Portal invitations and client permissions remain separate from discovering provider contacts.Maintain the connection
Reopen setup to inspect scope and errors. A successful retest of changed fields is not proof of credential rotation: this wizard has no separate update-credentials action. Confirm the supported replacement path before revoking working vendor credentials. Delete Integration opens a named confirmation. Confirm Delete only to remove the connection and its associated settings; cancel preserves it. Vendor-side credential revocation is separate.Troubleshooting
Frequently asked questions
Does Test Connection only test credentials?
Does Test Connection only test credentials?
For a new connection, a successful test also creates the integration. Enter credentials only when you intend to connect it.
Does a green permissions result verify ticket writes?
Does a green permissions result verify ticket writes?
No. The permission checks probe read access. Creating tickets, comments or other vendor changes needs the relevant write permission and a successful action.
Does Complete Setup mean all data is ready?
Does Complete Setup mean all data is ready?
No. Check the background sync result and verify company, user and device imports separately.
Will every discovered contact receive portal access?
Will every discovered contact receive portal access?
Discovery and import are separate. Review user matches, company links and the permissions assigned to portal users; invitation is a separate workflow.
Can I replace saved credentials by retesting the form?
Can I replace saved credentials by retesting the form?
Do not treat a successful retest as proof that replacement credentials were saved. This wizard does not provide a separate credential-update action; confirm the supported update path before revoking the old credential.