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

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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page (/settings/integrations).If the status shows as disconnected or errored, your API credentials may have expired or been revoked.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.
4

Run the Permission Check

Open the integration’s setup wizard and go to the Permissions step. If Tickets shows as not permitted, your API user cannot read tickets and no amount of resyncing will help.The step names the exact permission to grant in your PSA. Grant it, click Re-check, then resync.
After making configuration changes, use the Resync button on your integration card to trigger an immediate sync rather than waiting for the scheduled sync.

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A sync is switched off, or its toggle is locked

MSPortal only runs a sync when your PSA API user is permitted to read that data. When a permission is missing, the matching toggle on the Sync step is locked and the sync stays off.
1

Open the Permissions step

Go to Settings > Integrations, open your PSA integration and click through to the Permissions step of the setup wizard. Every area of data is listed as granted or unavailable.
2

Grant the named permission

Each unavailable area shows the exact setting to change in your PSA:
  • ConnectWise: a security role category under System > Security Roles, for example Procurement -> Product Catalog (Inquire Level: All)
  • Autotask: a security level setting under Admin > Resources/Users > Security Levels
  • Halo PSA: an API application permission under Configuration > Integrations > API > Applications
  • Syncro: a token permission under Admin > API Tokens
3

Re-check

Return to the Permissions step and click Re-check. Once the area shows as granted, the toggle unlocks and you can switch the sync on.
If a permission is revoked after setup, MSPortal switches the affected sync off and notifies your integration admins instead of failing the same call every night. Grant the permission again and re-check to turn it back on.
An area can also show as Could not verify. That means the PSA was slow or unreachable when we checked, not that a permission is missing. Nothing is switched off on that basis; click Re-check to try again.

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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: 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.

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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 Resync (refresh) icon on your integration card at /settings/integrations to trigger an immediate sync.

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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 - Run the Permissions step in the integration’s setup wizard, which tests each area of data and names anything your API user cannot read
  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

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Need More Help?

If you’re still experiencing issues after following this guide, contact support@msportal.ai 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