This guide explains how to import users from your PSA integration (ConnectWise Manage, HaloPSA, or Syncro) into MSPortal.ai. You can import users individually or in bulk, and link them to existing MSPortal.ai users.

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Prerequisites

  • At least one PSA integration must be configured (ConnectWise Manage, HaloPSA, or Syncro)
  • User roles must be created in MSPortal
  • You must have “Manage Users” permission

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Steps

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1. Navigate to Integrations Settings

Go to https://msportal.ai/settings/integrations

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2. Access Users and Roles

From the Settings menu, click on Users and Roles.

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3. Open Import Dialog

Click the Import button and select Import from ConnectWise Manage from the dropdown menu.

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4. Review Available Users

The import dialog displays all users from ConnectWise Manage in two columns:
  • Left column: Available users to import
  • Right column: Import preview and settings

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5. Select Users to Import

Select users to import by:
  • Clicking individual users to select them one by one
  • Using Ctrl+Click (Windows) or Cmd+Click (Mac) to select multiple users
  • Using the search box to filter users by name
For users who already exist in MSPortal (like your primary admin account):
  1. Select the ConnectWise user from the left panel
  2. In the right panel, click the Link to Existing User dropdown
  3. Select the matching MSPortal user
  4. This will sync the ConnectWise data with the existing account instead of creating a duplicate

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7. Configure Import Settings

For each selected user, configure:
  • Role: Select the appropriate MSPortal role
  • Department: Assign to a department (optional)
  • Send Welcome Email: Check to send login credentials

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8. Add Missing Email Addresses

Important: All users must have email addresses in MSPortal. If a ConnectWise user lacks an email address:
  1. Click on the user in the import preview
  2. Enter their email address in the Email field
  3. The email will be saved with their MSPortal account

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9. Complete the Import

Once all settings are configured:
  1. Review the import summary
  2. Click the Import Users button
  3. Wait for the confirmation message
  4. Imported users will appear in your Users list

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Post-Import Tasks

  • Verify imported users have the correct roles and permissions
  • Send welcome emails if not done during import
  • Configure any user-specific settings or preferences
  • Set up two-factor authentication for admin users

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Troubleshooting

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Common Issues

  • Missing users: Ensure the ConnectWise integration has proper API permissions
  • Email required error: All users must have valid email addresses
  • Role not selected: Each user must be assigned to a role before import
  • Duplicate user error: User may already exist - use the link feature instead