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Use Settings > Integrations to connect your PSA, RMM, backup, security, documentation, and other tools to MSPortal. The page lists your connections under Connected Services and your available tools under Add integration. It is for MSP staff.

Before you start

  • You need to be MSP staff. Company users ask their IT provider to manage connections.
  • Your role needs integration settings access. With read access you can see connections. Resync, import, and Rename need write access. Connect, Configure, and Disconnect need manage access.
  • A role that has only Integration Company Mapping access can open the page and the Map companies button, but sees connection status only.
  • Have the credentials or admin consent for the tool ready. Each tool’s own guide in the Integrations guides lists what it needs.
  • Some tools are not enabled for every tenant. A tool can also be marked Coming Soon or Beta.

Open Integrations settings

1

Open Settings

Click Settings in the sidebar.
2

Click Integrations

The page opens with a search box, a Category filter, and a Status filter at the top. Below them is the Connected Services table, then the Add integration catalog.
The Connected Services table has the columns Integration, Category, Status, Last Sync, and Actions. Click a row (or its Show details arrow) to see health and sync details. Use the Category filter to narrow the page to tools such as PSA, RMM, Backup, Security, Documentation, or Cloud. Use the Status filter to show Connected, Stopped, Error, or Disconnected rows. Click Clear filters to reset both.

Connect an integration

1

Find the tool

Scroll to Add integration. Search for the tool or use the Category filter.
2

Click Connect

Click Connect on the tool’s card. For a tool you already connected that allows more than one connection, the button reads Connect another.
3

Follow the setup steps

Enter the credentials, give consent, and choose options as the setup page asks. Microsoft 365 and Google Workspace open Company setup pages. Teams has its own setup page. Not every tool has the same steps or buttons.
4

Check the scope before you finish

Most tools open a connection page with a Setup guide. Work through its tasks, such as Choose data, Import or match companies, Locations and Import devices, then open Review and click Finish setup. Some tools still use a step-by-step wizard: click Next through the steps and Complete Setup on the last one. Some mapping controls save as soon as you change them, before you finish setup.
Import or match at least one company to work with its contacts and devices. You can leave other companies for later and come back to import more. See Import companies and Import users.
5

Check the result

Go back to Connected Services. Check the Status and Last Sync columns. Then open the matching company, device, or import page and confirm the records you expect are there.

Run a PSA permission check

ConnectWise, Autotask, Halo PSA, and Syncro setup includes a Permissions step. It tests what your API user can read in your PSA before any sync is turned on.
1

Open the Permissions step

Connect the PSA first. The Permissions step runs after the connection step. If the PSA shows no results yet, click Re-check.
2

Read the results

Each area, such as Companies, Tickets, Invoices, or Product catalog, shows Granted, Not permitted, Not available, Could not verify, or Granted, but no data returned. Missing permissions list the exact permission to grant in your PSA.
3

Fix what is missing, then re-check

Grant the permission in your PSA, then click Re-check. Repeat until the Required permissions are granted.

Rename a connection

1

Open the actions menu

In Connected Services, click the … button in the Actions column of the connection.
2

Click Rename

The Rename integration dialog opens.
3

Enter a nickname

Type a name in Nickname, such as the office or client the connection is for. Save it. Clear the field to go back to the default name.

Disconnect a connection

1

Open the actions menu

In Connected Services, click the … button in the Actions column of the connection.
2

Click Disconnect

A confirmation named Disconnect with the connection name opens. Read the name to be sure it is the right one.
3

Confirm

Confirm to remove the connection and its stored credentials. Synced data for that connection may be removed. This cannot be undone. Cancel closes the dialog and changes nothing.

Resume a stopped integration

MSPortal stops automatic syncing after repeated connection errors. The row shows Stopped (or Error) in the Status column.
1

Open the details

Click the row in Connected Services to see the health details and the last error.
2

Fix the cause

Correct the problem the last error describes, such as expired credentials. You can reconnect with current credentials from the setup page.
3

Click Reactivate integration

Syncing resumes shortly after.

Manage a tool with several connections

Some tools allow more than one connection in the same tenant, such as separate Datto RMM accounts or a UniFi console per client. With two or more connections, Connected Services groups them under one row that shows a count such as “3 connections”.
1

Expand the group

Click the row or its arrow to show each connection.
2

Work on one connection

Each connection has its own Status, Last Sync, and actions, including Resync, Import Devices, and Configure. Its … menu has Rename and Disconnect for that connection only.
3

Use the group actions

The group row has actions for the whole tool, listed below.
You can also add a connection from Add integration. Tools that allow several connections show Connect another once the first connection exists.

Map companies

Use Map companies in the Integrations page header to link your MSPortal companies to their records in every connected tool. See Integration Company Mapping for the steps.

Map device types for every connection at once

Some device-sync tools share one device type mapping across all their connections. You set the mapping once, and it applies to every current connection of that tool.
1

Open Manage devices

In Connected Services, find the tool’s group row and click Manage devices.
2

Check the summary

Three tiles show Connections, Staged devices, and Types needing attention.
3

Pick a device type

In the Device type mappings table, open Maps to on a row and choose an MSPortal device type. The mapping saves right away to every connection of that tool, and a message tells you how many connections it updated. Choose None to remove the mapping from every connection.
4

Turn on Auto-sync if you want it

Tick Auto-sync on a mapped row so new devices of that type import on future syncs. A type must be mapped first. The setting applies to every connection.
If connections disagree about a type, the row shows Mixed mappings and the Auto-sync checkbox looks partly filled. Picking a type at the tool level makes every connection match your choice.

Override one connection

1

Open the connection

In the Connection details card at the bottom of the workspace, click Open devices on the connection.
2

Change the mapping

Change Maps to or the auto-sync setting for that type on this connection only.
3

Check coverage

Back in the tool workspace, the type shows Mixed mappings. Setting that type at the tool level later replaces the override on every connection.

Map unmapped types with AI

1

Open a connection's devices page

Click Open devices on the connection. The page needs unmapped external types for the button to show.
2

Click Map with AI

It matches your unmapped types to your device types. Only confident matches are filled in. Ambiguous types stay unmapped. The matches save as soon as they are made, and a message tells you how many types were matched. You need manage access for integrations.
3

Review the mappings

Check each match in the table and change any you disagree with before you import devices or rely on auto-sync.

Sync and resync a PSA

PSA tools can supply companies, contacts, staff, tickets, and other records. Which records sync, and how often, depends on the tool and on the options you chose in its setup. There is no single sync interval for all tools. Check the tool’s own guide and its Last Sync column. Click Resync on a connection to queue a sync for it. Wait for it to finish and check the records before you click it again. A PSA row also has Sync PSA Data, which refreshes PSA settings such as priorities, boards, statuses, and types.

Set an Autotask status after a client reply

Branch preview: This Autotask setting is part of an unreleased update.
Open your Autotask PSA connection and select Configure tickets. Under Ticket statuses, Status after a client comment chooses the active status to apply after a company user’s public note. None disables it. Replies on closed tickets keeps closed or resolved tickets unchanged by default. Each selection saves immediately, and the setting applies to the integration without company overrides. See Set the status after a client comment for the closed-ticket choices and recovery when a note saves but the status fails.

Set a default import role for one company

When PSA contacts are imported automatically, MSPortal gives each one a portal role. You can set a different fallback role for one company without changing the integration-wide default. The role is picked in this order.
  1. A matching contact-type rule from the integration setup, including Primary Contact and Important Contact rules. If several rules match, their configured order decides.
  2. The company’s Default Import Role, when no contact-type rule matches.
  3. The integration’s default import role, when neither of the above applies.
If no role applies, the automatic import skips the contact.
1

Open the company

Go to Settings > Companies and click the company.
2

Open the Defaults tab

Click Defaults at the top of the company page, then the Import tab.
3

Pick a Default Import Role

Open Default Import Role. Use integration default keeps the integration’s role, and the text below the field shows which role and tool the company currently inherits. Choose a role to override it for this company.
4

Save

Click Save Defaults. Future automatic imports use this role when no contact-type rule matches.
Company and integration defaults do not change the role of users who already exist. A contact-type rule can update the role of an already linked user during a later PSA sync, so check those rules before you change a user’s role by hand.

Troubleshooting

Frequently asked questions

No. Check Last Sync, the permissions, the mappings, and the records themselves.
No. Follow the steps on the tool’s own setup page and in its guide. Cloud Company setup and Teams have their own pages.
Only some tools allow it. Look for Add connection or Connect another, and give each connection its own nickname.
No. It saves to every connection of that tool. To change one connection, click Open devices on it. A later change at the tool level replaces that override.
No. Company links, device type mappings, import choices, and auto-sync are separate steps.
No. Mapping changes can save as soon as you make them. Leaving the wizard does not undo them.
No. Company and integration defaults only apply to new automatic imports. A contact-type rule can update a linked user during a PSA sync.
No. It removes the connection and its stored credentials, and synced data may be removed. To stop and restart syncing, use the Stopped and Reactivate integration flow instead.