> For the complete documentation index, see [llms.txt](https://helpdesk.augmentt.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpdesk.augmentt.com/configuration/psa-integrations-by-tool.md).

# PSA Integrations by Tool

This page supplements [Setting Up Your PSA Integration](/configuration/setting-up-your-psa-integration.md) with the specific configuration steps, minimum permissions, and known quirks for each supported PSA. All four PSA integrations are configured the same way at a high level:

1. Generate API credentials in the PSA itself (a token, or a public/private key pair, or client ID/secret depending on the tool).
2. In Augmentt, go to **Configuration > Integrations** at your MSP Organization level (PSA integrations are configured once, at the organization level — not per customer).
3. Click **Connect** on the relevant PSA tile and enter the credentials.
4. Map your PSA clients to your Augmentt companies.
5. Configure ticketing defaults (severity mapping, board/queue, internal vs. public notes) on the **Ticketing** tab.

{% hint style="info" %}
If you haven't created your Augmentt customers yet, do that first — see the Getting Started 10-Step Setup Guide — or use **Create & Map Companies** during the mapping step to create them on the fly.
{% endhint %}

## Comparison at a glance

| PSA                  | Credential type                            | Where to generate it                                                                     | Minimum permissions                                                                                                                                                               |
| -------------------- | ------------------------------------------ | ---------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Syncro               | Single API token                           | Syncro: Admin > API Tokens > New Token (Custom Permissions)                              | Customers – List/Search; Tickets – Create                                                                                                                                         |
| HaloPSA              | Client ID + Client Secret (OAuth)          | Halo: Configuration > Integrations > HaloPSA API > View Applications                     | `read:tickets`, `edit:tickets`, `read:customers` on the API application; the underlying Agent needs Tickets Access Level "Read and Modify" and Customers Access Level "Read Only" |
| ConnectWise (Manage) | Public key + Private key, tied to a Member | Manage: System > Members > \[member] > API Keys tab                                      | Companies (Company Maintenance – Inquire, All); Service Desk (Service Tickets – All); System (Manage Hosted API – All; My Account – All; Table Setup – Inquire, All)              |
| Autotask             | API User Key + Secret + Tracking ID        | Autotask: Admin > Resources (Users) — see Autotask's "Adding or editing an API user" doc | API user with ticket-create and company-read scopes                                                                                                                               |

## Syncro

1. In Syncro, go to **Admin > API Tokens**.
2. Select **New Token > Custom Permissions**.
3. Create a token with, at minimum:
   * **Customers** – List/Search
   * **Tickets** – Create
4. In Augmentt, go to **Configuration > Integrations** (MSP Organization level), click **Connect** on the Syncro tile, and enter the API token and your Syncro URL.
5. Once connected, map your PSA clients to Augmentt customers via **Select an account** on the Customer (Syncro) column.
6. Set up ticketing defaults on the Ticketing tab, including mapping Augmentt's alert severities to your Syncro priorities.

{% hint style="warning" %}
If Syncro tickets stop being created after previously working, first confirm the API token hasn't been regenerated or revoked in Syncro — a token rotation on the Syncro side silently breaks the Augmentt connection without an obvious error in Augmentt.
{% endhint %}

## HaloPSA

HaloPSA setup has two parts: creating an API-only Agent, then generating an API application against it.

**Step 1 — Create the API Agent**

1. In HaloPSA: **Configuration > Teams & Agents > Agents > New**.
2. Name the agent and check **Is an API-only Agent**.
3. Fill in the remaining required fields and **Save**.
4. On the **Permissions** tab, click **Edit** and set:

   * Feature Access > Tickets Access Level: **Read and Modify**
   * Feature Access > Customers Access Level: **Read Only**
   * Ticket Permissions > Can add new Tickets: **Yes**

   You can alternatively create a Role with these permissions and assign it to the API Agent instead of setting permissions directly on the agent.

**Step 2 — Generate the API application**

1. In HaloPSA: **Configuration > Integrations > HaloPSA API > View Applications > New**.
2. On the Details tab, set Authentication Method to **Client ID and Secret (Services)**.
3. Set **Login Type** to **Agent**, and choose the API Agent created above as the **Agent to log in as**.
4. On the Permissions tab, select the minimum API scopes: `read:tickets`, `edit:tickets`, `read:customers`.
5. Save, and store the Client Secret immediately — it is shown only once.

{% hint style="warning" %}
Even if a Client Secret already appears on the application, click **Generate** again before copying it. Regenerating stops the Client ID from "rolling" — a known HaloPSA behavior that otherwise invalidates the credentials Augmentt is using.
{% endhint %}

**Step 3 — Connect in Augmentt**

* **Company URL**: the Resource Server URL from Halo, with the `/api` portion removed.
* **Client ID** and **Client Secret**: from the API application created in Step 2.

Then map customers and configure ticketing as with the other PSAs.

{% hint style="info" %}
Halo's end-user selection behavior on tickets and how tickets route to a specific board/queue depend on your Halo team configuration. If tickets land on the wrong board or without an end user attached, check the ticket template and default team/queue settings in Halo's Ticketing tab configuration in Augmentt first — recent cases have traced routing issues to this.
{% endhint %}

## ConnectWise (Manage)

1. Gather your **Company ID** (the same one used to log into Manage) and **Company URL** (found in Manage: **System > My Company**).
2. In Manage, go to **System > Members**, and select or create a member dedicated to the Augmentt integration.
3. Confirm that member's Security Role grants:

   | Module       | Action              | Level            |
   | ------------ | ------------------- | ---------------- |
   | Companies    | Company Maintenance | Inquire – All    |
   | Service Desk | Service Tickets     | All Levels – All |
   | System       | Manage Hosted API   | All Levels – All |
   | System       | My Account          | All Levels – All |
   | System       | Table Setup         | Inquire – All    |
4. On that member's **API Keys** tab, click **New Item**, enter a description (e.g. "Augmentt Integration"), and **Save**. The Public Key and Private Key are generated — the private key is shown only at creation time.
5. In Augmentt, enter the Company ID, Company URL, Public Key, and Private Key, then click **Connect**.
6. Map customers and configure ticketing, including mapping Threat Alert severities to ConnectWise priorities.

{% hint style="warning" %}
If customer search in the PSA ticket mapping screen returns no results despite typing part of a company name, this has been reported with very large ConnectWise company lists (100k+ companies). If you hit this, contact Augmentt Support rather than assuming the mapping is broken.
{% endhint %}

ConnectWise usage/agreement sync (billing usage per client tied to a ConnectWise agreement) is a distinct capability from ticket creation — if you need usage synced to an agreement, confirm with Support whether that's supported for your plan rather than assuming it's part of the standard ticketing integration.

## Autotask

1. Create a dedicated Autotask API user (Autotask's own documentation, "Adding or editing an API user," covers this in Autotask itself).
2. Collect the **API User Key**, **API User Secret**, and **Tracking ID** it generates.
3. In Augmentt, click **Connect** on the Autotask tile and enter those three values.
4. Map customers and configure ticketing defaults, including mapping Microsoft ticket severities to Autotask priorities.

{% hint style="warning" %}
By default, notes Augmentt adds to Autotask tickets are created as public (customer-visible), not internal. If you need these kept internal, this is a configuration point worth confirming with Support at setup time rather than after tickets have already gone to customers.
{% endhint %}

{% hint style="warning" %}
Several cases describe Autotask companies not appearing in the customer-mapping list, or mapping calls failing with a generic "error occurred while saving/syncing" message. This is usually resolved by a manual re-sync of the Autotask integration; if it persists after a re-sync, it typically needs Support to check the API user's permissions or a stuck sync job on the backend.
{% endhint %}

Autotask API calls are subject to Autotask's own per-org API call thresholds ("threat limit" / rate limit emails from Autotask). If you have a very large number of tenants or high alert volume, ticket creation can be throttled — this shows up as Autotask-side rate-limit notifications rather than an Augmentt error.

## Troubleshooting quick reference

| Symptom                                                       | Likely cause                                                     | What to check                                                                                         |
| ------------------------------------------------------------- | ---------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- |
| No tickets created for any alerts                             | Ticketing not enabled per-alert-type, or PSA disconnected        | Threat Alerts ticketing toggle per customer; PSA tile still shows Connected                           |
| Tickets created for some customers but not others             | Customer not mapped, or mapping was removed                      | Mapping & Ticketing screen for that specific customer                                                 |
| "Error occurred while saving/syncing customer configurations" | Transient sync/API error, or credential rotated on the PSA side  | Re-try after a few minutes; re-check API credentials haven't been regenerated in the PSA              |
| Company doesn't appear in the mapping list                    | Company created too recently, or PSA-side account not yet synced | Trigger a manual re-sync of the PSA integration; wait — new PSA accounts can take some time to appear |
| Tickets land on the wrong board/priority                      | Ticketing defaults / severity mapping misconfigured              | Ticketing tab defaults for that PSA                                                                   |

{% hint style="warning" %}
Exact button labels, screen names, and default sync intervals may have shifted since this content was last verified against the live product — the codebase wasn't available to cross-check while writing this page. Verify current wording against the live Augmentt UI before publishing.
{% endhint %}


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