Ticket sync keeps service desk tickets in your PSA aligned with corresponding records in the platform. You can sync inbound (PSA to platform), outbound (platform to PSA), or bidirectional. Bridge tracks every change, detects conflicts when the same ticket is edited on both sides, and logs all sync activity for review.
How It Works
When a sync job runs for ticket entity types, Bridge calls your PSA's API to fetch tickets created or modified since the last sync run. It compares each ticket against the locally stored copy, applies any field mappings you've configured, and writes the result to the platform's PSA module. For outbound or bidirectional syncs, it also pushes local changes back to your PSA.
Each sync job records:
- Records processed
- Records created (new to this side)
- Records updated (existing record changed)
- Records skipped (unchanged or filtered out)
- Records errored (failed to write)
Setting Up Ticket Sync
- Make sure you have an active connection to your PSA (ConnectWise or Autotask). See the relevant connection article if you haven't done this yet.
- Go to Sync Profiles and click New Profile.
- Select your PSA connection.
- Under entity types, check Tickets.
- Set the sync direction: Inbound (PSA → platform), Outbound (platform → PSA), or Bidirectional.
- Set the frequency: realtime, hourly, daily, weekly, or manual.
- Save the profile. Click Trigger to run an immediate sync and confirm records are coming through.
Bidirectional Updates
When direction is set to Bidirectional, Bridge applies changes from both sides on each run. The order is:
- Fetch changes from the PSA since the last sync.
- Apply inbound changes to the platform.
- Fetch platform changes made since the last sync.
- Push outbound changes to the PSA.
Conflict Resolution
A conflict occurs when the same ticket has been modified on both sides between two sync runs. Bridge does not silently overwrite either side. Instead, it records the conflict and marks it for review.
To resolve conflicts:
- Go to Conflicts in Bridge.
- Each conflict shows the local version and the external version side by side.
- Choose one: Keep Local, Keep External, Merge, or Skip.
To reduce manual conflict resolution, set up Conflict Rules. A rule can apply to a specific connection, entity type, and field pattern — for example, "for all ticket status fields on this connection, always use the external value." Rules run automatically before any conflict reaches the manual queue.
Field Mapping for Tickets
PSA ticket fields rarely match platform fields exactly. Go to Field Mappings to configure how each PSA field maps to a platform field. Common mappings include:
- PSA status values → platform status values (using a status map transform)
- PSA priority values → platform priority values
- PSA board/queue → platform category or team
Bridge provides default mapping templates for ConnectWise and Autotask. Apply a template to populate the mappings automatically, then adjust any that don't fit your setup.
FAQ
How far back does the initial sync go? When you run a historical import (separate from a sync profile), you can specify a date range. A sync profile by default fetches records modified since the last sync run. For the very first run, Bridge fetches all records from the PSA unless you set a date range limit on the profile.
What happens if a ticket is deleted in the PSA? Deletions are not automatically reflected unless your PSA's API surfaces them as change events. If records are missing after a sync, check whether the PSA marks records as inactive rather than deleting them, and adjust your field mapping to filter by status.
Can I sync tickets from multiple PSAs at once? Yes. Create a separate connection and sync profile for each PSA. All synced tickets land in the same platform PSA module, keyed by their external IDs so duplicates are detected.