Feature documentation
Ticket Management & Two-Way Sync
One ticket, two systems, always in step.
Tickets flow both ways between Desk Portal and your PSA. A client raises a request in the portal and it becomes a real ticket in ConnectWise or Autotask; a technician updates the ticket in the PSA and the portal reflects it. Neither side is a copy — the PSA remains the system of record, and the portal is the client-friendly window onto it.
How the sync works
A background worker polls each connected PSA on a short interval and reconciles tickets, conversation notes, time entries and attachments. Changes made in the portal are pushed to the PSA first and only then recorded locally, so the portal can never show a state the PSA rejected.
- Incremental sync picks up only what changed since the last successful run; a full sync can rebuild from scratch.
- Echo suppression: a reply pushed from the portal is recognized when it comes back in the next sync, so nothing duplicates.
- Notes deleted in the PSA are removed from the portal thread; portal-authored replies are never deleted by reconciliation.
- A failed sync marks the connection Degraded with the real error — never a stale "Healthy" badge.
Status, priority and queue mapping
Your PSA speaks in its own status and priority ids; the portal speaks in a neutral vocabulary clients understand (New, In Progress, Waiting Customer, Resolved, Closed). The field-mapping engine translates between the two in both directions, per connection, with versioned mappings you can roll back.
Working a ticket from the portal
Staff can change status, assign or reassign a technician, move a ticket between queues or boards, reply, attach files and log time — every one of those actions lands in the PSA, attributed and timestamped. Clients see a clean detail page with the public conversation and their own reply box.
Import controls
Each connection decides what enters the portal: which companies, boards and technicians to import, whether closed tickets come along, whether notes and attachments sync, and whether brand-new PSA tickets are auto-imported or only tracked once known.
Keep your PSA. Upgrade your client experience.
Desk Portal gives your clients a modern support experience while your team continues working in the PSA they already know.