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Audience: MSP staff with the relevant user-management and integration access. Importing internal staff and importing client contacts are different workflows.

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Choose the audience

Choose the correct role scope before importing. A Company user should not receive a staff role simply because a similarly named role appears elsewhere. Team Roles describe assigned responsibilities and are separate from security roles.
Choose a PSA for internal staff import from the Users tab. Company contacts use a separate workflow.

Choose a PSA for internal staff import from the Users tab. Company contacts use a separate workflow.

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Review, match and import staff

  1. Open the intended provider’s import dialog and review source identities, email addresses, linked account and import status.
  2. Filter to the relevant records. Use the unlinked view when offered and review the selected count before using all-pages selection.
  3. For an existing portal account, choose Link to user… or review Quick Match proposals. These choices stage pending links.
  4. Supply a valid missing email where the screen permits an override. An override is submitted with the import; it is not a promise of an upstream PSA email change.
  5. Select the role for imported users. Review permissions before using it for a batch.
  6. Select Import Selected. The action includes selected new users and pending links, which may not be the same set of visible checkbox selections.
  7. Read imported, linked, skipped or failed results. Reopen the actual user list and verify role, identity and company scope.

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Immediate and pending changes

Removing an existing user link saves immediately. Clearing a pending link removes the unsaved suggestion. Closing the dialog cannot undo an unlink that already succeeded. All-pages selection resolves the matching records when the import runs. Review current filters, company scope and count before applying. If the result reports failures, inspect which accounts and links now exist before retrying; importing is not a guaranteed all-or-nothing operation.

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Company imports and continuing synchronization

Map the company first and use the appropriate Company security role. Where provider contact-type rules or company/integration default roles are configured, review their precedence before enabling automatic imports. Explicit contact-type mappings can update roles on existing synchronized users. Importing an account, granting access and sending an invitation are separate things to verify. Use the portal’s invitation workflow when required; do not send passwords manually or infer that an invitation was delivered from an import success message.

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Troubleshooting

Missing records can reflect source permissions, inactive accounts, company mapping, filters or synchronization. Invalid/missing email can prevent selection or import. If an account already exists, verify the identity and use linking where appropriate. If a role changes again after sync, review the provider’s role rules instead of repeatedly overriding the same field.

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FAQs

No. Use Users for internal staff and Company Users/company import workflows for client contacts, with the correct role scope.
It is submitted with the import and is not a promise of an upstream PSA email change.
No. Verify account creation, access and invitation delivery separately.