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/settings/integrations).If the status shows as disconnected or errored, your API credentials may have expired or been revoked.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.How often do syncs happen?
MSPortal syncs data from your integrations on regular schedules:| Data Type | Sync Frequency | Notes |
|---|---|---|
| Tickets | Every 15 minutes | Incremental sync of recent changes |
| Companies & Contacts | Every 30 minutes | Full sync of company data |
| Users & Resources | Every 30 minutes | PSA technicians and resources |
| PSA Reference Data | Every 30 minutes | Ticket types, priorities, statuses, etc. |
| Devices (RMM) | Every 30 minutes | Device inventory from Datto, Asio, Syncro |
| Microsoft 365 Secure Score | Every 30 minutes | Security posture metrics |
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 15 minutes; other data syncs every 30 minutes. Simply wait for the next sync cycle.
Force Manual Sync
Click the refresh icon on your integration card at
/settings/integrations to trigger an immediate sync.My integration shows as disconnected
If your integration status shows as disconnected or has an error:- Check API Credentials - API keys or secrets may have expired or been rotated in your PSA
- Verify Permissions - Ensure the API user has the required permissions (see integration-specific guides)
- Check Rate Limits - Some PSAs have API rate limits that may temporarily block requests
- 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 [email protected] 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