> ## Documentation Index
> Fetch the complete documentation index at: https://kb.mspprocess.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Connecting your PSA to Alpha and choosing what Alpha may change there

> 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…

## 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.

## Part 3: Link technicians to their PSA users

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.

### Link your own account

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.

### Link someone else's account (admins)

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:

| Action | Notes |
| - | - |
| Add internal notes | Notes your client can't see. |
| Add customer-visible notes | Marked *Customer-visible*. Your client can see these. |
| Add time entries | Marked *Billing*. Affects what you bill. |
| Change ticket status | |
| Reassign tickets | |
| Create tickets / Update tickets | |
| Add attachments | |
| Create and update projects / Add project notes | |

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:

| Label | What to do |
| - | - |
| Can't reach the PSA | Check that the PSA is online and its address is correct. |
| Not authorized | The PSA rejected the saved credentials. Reconnect the PSA in its settings. |
| No permission in the PSA | Give the connected PSA user or API key access to the missing area. |
| Rate limited by the PSA | The PSA asked Alpha to slow down. Alpha retries later. |
| API key can't see this | Widen what the API key is allowed to see in the PSA. |

## Troubleshooting

| Message | What to do |
| - | - |
| No PSA is connected yet. | Do Part 1 first. |
| Couldn't load your PSA connections. | Refresh the page and try again. |
| Couldn't change which \[PSA] connection Alpha uses. Try again. | Try again. If it keeps failing, contact support. |
| We couldn't find you in \[PSA]'s user list. | Search by a different name or email, or ask your PSA admin to check your user. |
| \[PSA] doesn't list an email for that user. | Add an email to the user in the PSA, then try again. |
| That account's email doesn't match yours. | You can only link a PSA user with the same email as your MSP Process account. Ask an admin to link it for you. |
| Couldn't link your \[PSA] account. Try again. | Try again. |

## FAQ

### How do I unlink my PSA account?

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.


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