Bring your PSA tickets into the desk

When you turn on the service desk, your PSA already holds your tickets. Bring them in copies them into the desk so your engineers work from one list. A workspace admin starts it, from the empty desk or from Settings › Service desk › Ticket and time sync.

• Every ticket your PSA created in the last 24 months, open and closed, with its title, status, priority, company, contact and due date.
• Large histories can take a few hours. The row shows the progress, and you can leave the page.
• Monitoring tickets that a desk alert can still pick up wait, and come in a little later (or join the alert's own ticket). An alert that arrives after its PSA ticket came in joins that desk ticket, as long as the ticket is still open.
• Tickets in lists you've hidden, tickets with no company, and tickets Current itself created stay in your PSA.
• Hiding a list later does not remove tickets already brought in. Undo does.
• Each copied ticket is linked to its PSA ticket, so ticket and time sync keeps the two in step from then on.
• After the first copy finishes, new PSA tickets come in on their own on every sync. Those behave like new desk tickets: alerts and rules run for them. They keep your PSA's due date (no desk SLA clock) and are never closed automatically unless you turn that on.

• Copying sends nothing to your PSA: it creates nothing there and changes nothing there. After that, a copied ticket syncs both ways like any linked ticket, so a change you make on it in the desk reaches your PSA once ticket and time sync is Live.
• No customer is emailed from Current until you switch customer email over to Current. Tickets copied by the first run start no bells, rules, AI suggestions or SLA clocks. New tickets after it get bells and rules, but still no SLA clock; they keep your PSA's due dates.
• It never closes a copied ticket automatically, unless you turn on Close brought-in tickets automatically.

Undo takes back out every ticket that run copied in, and the new ones that came in after it, as long as nobody has touched it since: no reply, no logged time, no timer running on it, no merge or link with another ticket, no alert joined to it, and no change by a person. A ticket someone worked on stays in the desk, and the row tells you how many stayed. Undo also stops any copy still going, and stops new tickets coming in until an admin presses Bring them in again. Undo takes back only the latest run's tickets; tickets an earlier run brought in stay in the desk. Undo isn't offered while this workspace is read-only for billing. Your PSA tickets are untouched either way.

Only a workspace admin can bring tickets in or undo it, and each press is recorded with who made it and when. If the row says bringing tickets in is turned off for now, it is paused for every workspace; try again later.