Before you start
This is an MSP staff workflow. Your role needs integration-settings access; changing connections requires write access and Disconnect requires management access. A role with company-mapping access may see mapping/status controls without credential configuration access. Company users ask their IT provider to manage connections. Prepare the credentials or provider consent described in the provider’s own guide. A catalog entry is not evidence that every feature is enabled for your tenant. Provider, feature, permission, and account limitations still apply.Accessing Integrations Settings
- Click Settings in the sidebar
- Select the Integrations icon from the settings navigation
Integrations Overview
The catalog covers PSA, device management, security, backup, documentation, cloud, training, quoting, and other services. Use the visible catalog and provider guides for available setup instructions; supported data and writeback differ by provider.Connecting an Integration
1
Find the provider
Search or filter the integration catalog, then use its setup/connect action. For an existing connection, use that connection’s Configure action.
2
Follow the provider's setup
Complete the displayed credential, consent, permission, and configuration steps. Microsoft 365 and Google Workspace open Company setup pages; Teams has its own setup workspace. Do not expect every provider to have the same Test or Enable Sync buttons.
3
Review scope before saving
Check the selected connection, companies, record types, role defaults, and any automatic-import choices. Complete the wizard’s displayed save or finish action. Some mapping controls save immediately and are independent of wizard navigation.
4
Check actual data
Return to Connected Services and inspect its status and last sync. Open the corresponding company/device/import workspace and verify the intended records. A queued sync or connected badge alone is not proof of a complete import.
Managing Multiple Connections to a Provider
Some providers support more than one connection in the same tenant, for example separate Datto RMM accounts or a UniFi console per client. When a provider has multiple connections, the Connected Services list groups them under a single provider entry so you can manage them together.The Provider Group
The provider entry shows the provider name with a connection count (for example, “3 connections”). Click the row or the chevron to expand or collapse the list of connections underneath it. Each connection keeps its own row with:- Its name (the nickname you gave it, or a name derived from its configuration)
- Its own status badge and last sync time
- Its own actions: resync, import devices, and configure
- A … menu with Rename and Disconnect for that one connection
Provider-Level Device Type Mappings
Supported device providers expose a shared mapping workspace through Manage devices when available. Instead of mapping the same external device types on every connection separately, you set the mapping once and it applies to every current connection of that provider. To open it, click Manage devices on the provider’s row in Connected Services.Workspace Overview
Three summary tiles sit at the top:Mapping Device Types Across Connections
The Device type mappings table lists every external device type discovered across your connections:
Pick a device type in the Maps to column and the mapping saves immediately to every active connection of the provider. A confirmation tells you how many connections were updated. Choosing None removes the mapping from every connection.
If connections currently disagree about a type, the row shows Mixed mappings and the auto-sync checkbox appears indeterminate. Selecting a device type at the provider level aligns all connections to your choice.
Auto-Sync per Type
Each mapped type has an Auto-sync checkbox. When enabled, newly discovered devices of that type import automatically on future syncs, with no manual import needed. Auto-sync requires the type to be mapped first, and toggling it here applies the setting to every connection.Overriding a Single Connection
Sometimes one connection needs a different mapping than the rest. The Connection details card at the bottom of the workspace lists each connection with its status and staged device count.1
Open the connection
Click Open devices on the connection you want to adjust. This opens that connection’s own device import page.
2
Change the mapping
Update the Maps to value or auto-sync setting for the type on that connection only.
3
Check coverage
Back in the provider workspace, the overridden type now shows Mixed mappings. Setting a type at the provider level later replaces the override on every connection.
Map with AI
Where offered on a connection’s device page, Map with AI requests matches for eligible unmapped external types and saves accepted mappings. It is not an unsaved preview. Review the resulting mappings and correct them before starting an import or relying on automatic imports. An AI match is not proof that the selected device type is correct. Ambiguous or unmatched types still need review.PSA Integrations
What syncs and when
PSA integrations can supply company, contact, staff, ticket, and other supported records. Read support does not imply writeback support: actions such as creating a ticket or changing a PSA field have their own provider and permission requirements. Sync settings and schedules differ by provider and record type. Use the selected provider’s configuration and last-sync information; there is no universal 5/15/30-minute setting or blanket bidirectional user synchronization guarantee. Resync queues work for the selected connection. A PSA resync action can request a broader reread. Wait for completion and inspect actual records before repeating either action. Imports, permission checks, webhook provisioning, and provider consent are deliberate operations, not harmless page refreshes.Permission Checks
For supported PSA setup, review the provider guide and displayed checks. ConnectWise, Autotask, Halo PSA and Syncro setup includes a Permissions step that tests what your API user is actually allowed to read before any sync is switched on. Each area of data (companies, tickets, invoices, product catalog, and so on) is reported as granted or unavailable, and anything unavailable shows the exact permission to grant in your PSA.
Re-run the check from the Permissions step where offered. Verify the current result before enabling affected sync areas.
Per-Company Auto-Import Role Override
When PSA contacts are auto-imported, they are assigned a portal role from a fallback chain. You can override that role per company without touching the integration-wide default. Role selection order for supported PSA contact imports:- A matching contact-type rule, including configured Primary Contact or Important Contact rules. When several rules match, their configured order determines priority; older configurations without an order can use role-permission priority.
- The company’s Default Import Role, when no contact-type rule matches.
- The integration’s default import role, when neither more specific setting applies.
1
Open Company Settings
Go to Settings → Companies, find the company you want to override, and open the actions menu on its row.
2
Open Company Defaults
Click Manage Defaults to open the Company Defaults manager.
3
Pick a Default Import Role
Find the Default Import Role dropdown. The label below it shows which provider’s default the company is currently inheriting (e.g. “Inheriting from ConnectWise: Standard User”). Pick a different role to override that for this one company.
4
Save
Click Save. New automatic imports use this fallback when no contact-type rule matches.
Company and integration defaults do not themselves replace existing users’ roles. Explicit contact-type mappings can update linked users during supported recurring PSA syncs. Review those rules before assuming a manual role change will remain in place.
Unified Company Mapping
Use Map companies in the Integrations header to open company rows and available integration-source columns. Microsoft 365 has a separate per-company connection column. Use it to link, unlink, and quick-match companies across every connected tool from one grid. See the Integration Company Mapping guide for the full workflow.Integration Status
Each integration shows:Rename or disconnect one connection
Open the connection row’s … menu. Rename opens a draft nickname; Save persists it, while Cancel leaves it unchanged. Clearing the nickname restores the derived connection label. Disconnect opens a confirmation for that connection. Check its name before confirming. Disconnect removes the connection and its integration-owned data/credentials; it is not a pause or a way to repair a stale sync. Provider-specific cleanup can have external effects. Export or preserve anything you need through the appropriate product workflow first. Cancel closes the confirmation without disconnecting.Troubleshooting
Connection Issues
- Verify API credentials are correct
- Run the Permissions step in the setup wizard to confirm required permissions are granted
- Ensure your PSA subscription includes API access
- Review firewall/network settings
Sync Problems
- Check the sync logs for errors
- Verify field mappings are correct
- Look for duplicate records
- Contact support if issues persist
For detailed setup instructions for each integration, see the Integrations Guide.
Frequently asked questions
Does Connected mean every record is current?
Does Connected mean every record is current?
No. Inspect the last sync, permissions, mappings, and the actual imported records. A connected or queued status is not an import-completion check.
Does every integration have the same setup wizard?
Does every integration have the same setup wizard?
No. Use the provider’s displayed steps and guide. Cloud Company setup and Teams have dedicated workspaces.
Can I connect the same provider twice?
Can I connect the same provider twice?
Only when supported. Look for Add connection or Connect another, and use distinct nicknames to identify each instance.
Does Manage devices change just one connection?
Does Manage devices change just one connection?
Provider-level mappings save across that provider’s connections. Open a specific connection’s devices page when you need a narrower change; a later provider-level save can replace that override.
Is auto-sync the same as mapping a company?
Is auto-sync the same as mapping a company?
No. Company links, device-type mappings, import selection, and automatic-import settings are separate prerequisites. Review each relevant workspace.
Can I close setup to undo a company mapping?
Can I close setup to undo a company mapping?
No. Mapping controls can persist immediately. Recheck the saved link; leaving the wizard is not rollback.
Will changing the contact import role update existing users?
Will changing the contact import role update existing users?
Company and integration defaults are fallbacks for automatic imports. Explicit contact-type rules can update linked users during supported PSA syncs; check those rules before changing a user manually.
Does Disconnect pause synchronization?
Does Disconnect pause synchronization?
No. It removes the selected connection and integration-owned data/credentials. Review the confirmation and provider-specific consequences.