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What this does

Alpha reads tickets, companies, contacts and time from your PSA. When you allow it, Alpha can also make changes there, for example add a note or log time. Setup has four parts:
  1. Connect the PSA to MSP Process.
  2. Choose which PSA connection Alpha uses.
  3. Link each technician to their PSA user, so Alpha acts as the right person.
  4. Choose which changes Alpha may make in the PSA.

Before you start

  • You need the Tenant Admin role for parts 1, 2 and 4. Technicians can link their own PSA account (part 3).
  • Alpha must be turned on for your company.
  • Alpha works with ConnectWise, Autotask, Kaseya, ServiceNow, SyncroMSP, Halo, Zendesk, SuperOps and Freshservice.
  • The PSA user or API key you connect with must be allowed to see and change the records you want Alpha to work with.

Part 1: Connect the PSA to MSP Process

  1. In the left menu, go to Settings > Integrations > PSA Integrations.
  2. Add or check the connection for your PSA, as you would for any MSP Process integration.
  3. Make sure the connection is saved and active.

Part 2: Choose which connection Alpha uses

  1. Go to AI Service Desk > Alpha > Settings.
  2. Find the PSA connections card.
  3. If you have one connection for a PSA, turn its switch On.
  4. If you have several connections for the same PSA, open Connection Alpha uses and pick one. Pick Off if Alpha shouldn’t use that PSA.
  5. Wait for the Saved message.
Until you choose, the dropdown shows Choose a connection and the note “Alpha won’t use [PSA] until you choose”. If you switch from one connection to another, MSP Process asks “Use [new] instead of [old]?” and explains “Alpha stops syncing [old].” Click Switch to go ahead or Cancel to keep the current one. Alpha makes PSA changes as the person who is chatting. To do that, each person’s MSP Process account must be linked to their PSA user.
  1. Click your profile picture (Profile) in the top bar.
  2. For ConnectWise, Autotask or Halo, turn on the Link Connectwise user, Link Autotask user or Link Halo agent switch.
  3. For other PSAs, find the PSA accounts section and click Link next to the PSA.
  4. In the Link my [PSA] account window, type in Search by name or email.
  5. Choose your user from Choose the [PSA] user.
  6. Confirm. The section now shows your linked account with Change and Unlink buttons.
  1. On the Alpha Overview page, click Open Users next to “technicians aren’t linked to a PSA user”. Or go to Settings > User Management > Users.
  2. Find the person in the list and look at the PSA Sync column. It shows a dash (—) if they aren’t linked, a green tick if they are in sync, or a Mismatch chip if their details differ from the PSA.
  3. Click the dash, tick or chip. The PSA Sync — [name] window opens.
  4. Click Link (or Re-link) for their PSA. Use the Other PSAs section for PSAs other than ConnectWise, Autotask and Halo.
To link many people at once, use Auto Match PSA or Resolve PSA Mismatches at the top of the Users list. If someone isn’t linked and asks Alpha to change something in the PSA, Alpha replies “Your account isn’t linked to a PSA member yet.” and shows a Link your PSA account button.

Part 4: Choose what Alpha may change in the PSA

  1. Go to AI Service Desk > Alpha > Permissions.
  2. Under Your PSAs, find the card for your PSA.
  3. Turn on Allow changes. It starts off, and until you turn it on the card says “Turn on Allow changes to use these.”
  4. For each action, choose Off, Ask first or Automatic. Every action starts as Off.
  5. To see exactly what an action covers, click Show what Alpha can do in [PSA].
Common PSA actions: Some PSAs have extra actions. For example Autotask adds checklists, co-assignees, schedule items, companies and contacts, and internal knowledge base articles. The list on your card is the one that applies to you. For the full Permissions page, including Automatic, Pause all changes and who can see what, see “Permissions and roles”.

What you’ll see

On the Alpha Overview page, your PSA shows a health label such as Healthy or Needs attention and when it last synced. If a sync fails, you’ll see one of these:

Troubleshooting

FAQ

On your Profile page, click Unlink next to the PSA. The Unlink from [PSA] window explains: “This clears the link between your account and [PSA].” Confirm to finish.

Alpha can read my tickets but won’t change anything.

Check three things: Allow changes is on for the PSA card, the action isn’t Off, and changes aren’t paused. Also check that your account is linked to your PSA user.