> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Integrations FAQ

> Common questions and troubleshooting for MSPortal.ai integrations

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

## Why aren't my tickets syncing?

If your tickets aren't appearing in MSPortal, check these common issues:

<Steps>
  <Step title="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](/user-guides/integrations/import-companies) for detailed instructions.
  </Step>

  <Step title="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
  </Step>

  <Step title="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    If the status shows as disconnected or errored, your API credentials may have expired or been revoked.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.
  </Step>
</Steps>

<Tip>
  After making configuration changes, use the **Sync Now** button on your integration card to trigger an immediate sync rather than waiting for the scheduled sync.
</Tip>

## 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:

| Data Type                | Typical Frequency         |
| ------------------------ | ------------------------- |
| **Tickets**              | Every 5-15 minutes        |
| **Companies & Contacts** | Every 1-4 hours           |
| **Users & Resources**    | Every 2-4 hours           |
| **Devices (RMM)**        | Every 30 minutes to daily |
| **PSA Reference Data**   | Daily                     |
| **Microsoft 365**        | Every 6 hours to daily    |

For the exact, per-integration breakdown, see the [Sync Schedules](/user-guides/integrations/sync-schedules) page.

<Info>
  **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.
</Info>

## 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:

<CardGroup cols={2}>
  <Card title="Wait for Auto-Sync" icon="clock">
    Tickets sync every few minutes; other data syncs on its own schedule. See [Sync Schedules](/user-guides/integrations/sync-schedules) for the exact cadence by integration.
  </Card>

  <Card title="Force Manual Sync" icon="rotate">
    Click the **refresh icon** on your integration card at `/settings/integrations` to trigger an immediate sync.
  </Card>
</CardGroup>

<Warning>
  Manual syncs are rate-limited. If you've recently triggered a sync, you may need to wait a few minutes before triggering another.
</Warning>

## 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** - Ensure the API user has the required permissions (see integration-specific guides)
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

## Related Resources

* [Import Companies](/user-guides/integrations/import-companies) - How to import companies from your PSA
* [Import Users](/user-guides/integrations/import-users) - Sync PSA users with MSPortal
* [Clear and Resync](/user-guides/integrations/clear-and-resync-integrations) - How to perform a full data resync
* [Integration Settings](/user-guides/settings/integrations) - Configure integration options

## Need More Help?

If you're still experiencing issues after following this guide, contact [support@msportal.ai](mailto: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