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Audience: MSP staff managing integrations. Company users should report missing data to their MSP with the affected feature and company.

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Check the four stages

  1. Connection: confirm the correct provider instance and its current status. Credentials, permissions, region and feature availability can affect it.
  2. Synchronization: inspect the relevant data area’s enabled state, latest job result and expected source scope. A connected badge does not prove every sync succeeded.
  3. Mapping/import: confirm provider companies/sites are linked correctly and required records were imported. Staged data may not yet be portal inventory.
  4. Visibility: check selected company, role and the record’s own visibility rules. An administrator seeing a record does not prove Company users can access it.
Keep these stages separate when investigating. Reconnecting a provider is not a general cure for a missing company link or client permission.

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Missing tickets

Review the provider’s supported board, queue, type and status filters and the selected company mapping. Verify the ticket-reading permission in the setup wizard where its permission check is offered. Do not apply a ConnectWise board instruction to a different PSA automatically. Where the permission check reports Could not verify, investigate availability and retry the check. This is not the same evidence as a denied permission. After correcting permissions, review the sync toggles and current job result rather than assuming every previously disabled area resumed.

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Source changes have not appeared

Different entities run on different schedules. Webhooks, scheduled jobs and manual refreshes are separate paths; a webhook connection does not promise instant updates for every data type. Review Sync Schedules and the current result for the affected area. Use a supported manual sync when needed, then inspect completion. A queued request is not immediate data delivery. Repeatedly pressing Resync can add work without fixing a provider error or missing permission. Review existing companies and users before importing new records. Quick Match creates proposals that need review; similar names can belong to different organizations. Creating a company and saving its integration link are separate operations. Removing a saved link can persist immediately. If automatic imports change a user’s role, inspect contact-type mappings first, followed by company and integration defaults. Explicit mapping rules can affect existing users.

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Get a useful support diagnosis

Record the provider, intended connection, data area, company scope, observed error and last action. Include an example record reference when appropriate. Do not include API secrets or tokens. Avoid clearing data, disconnecting or testing writes on customer records simply to gather evidence.

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FAQs

Connection, synchronization, company mapping/import and role visibility are separate stages; inspect each for the affected data area.
No. Treat it as unknown verification evidence and investigate availability before changing access.
No. It can queue background work; check completion and the expected records.
Do not assume it will. Review and correct the intended link and its dependent records.
No. Provide provider, connection reference, data area, scope and error without credentials.