Turn on two-way sync with your PSA, and pause it

With the service desk on and a PSA connected, the desk works on its own until a workspace admin turns two-way sync on. From then on it stays on: a desk ticket and its PSA ticket keep every field, note, file, status and time entry in step, both ways. If something needs a look, any workspace admin can pause it.

1. 1
   Open the setup check

   Settings › Service desk › Ticket and time sync, then Turn on two-way sync. The check reads your PSA and sends nothing.
2. 2
   Finish every step

   Fix what it marks Needs fixing, tick what it marks Check this, and confirm a match for every row in Maps. Turning on needs a passing check from the last 24 hours.
3. 3
   Read What syncs

   One row per field, with what goes from Current to your PSA and what comes back. A field your PSA cannot take says so and stays in Current.
4. 4
   Check Your first sync

   The counts of what goes out first: desk tickets that get a PSA ticket, time entries and hours, and changes made while sync was off in the last 30 days, each sent once, with the value each one sends and how many PSA tickets it closes. A count Current could not read shows a dash.
5. 5
   Tick the box and press Turn on two-way sync

   Nothing is sent or saved before that press. Each press is recorded with who made it and when.

• Your PSA's own workflow rules still run on what Current sends.
• Assigning a ticket can email the technician from your PSA.
• Time entries become billable time in your PSA.
• A status change can close a PSA ticket and send its survey.
• A ticket deleted on one side is never deleted on the other.

Press Pause sync in Settings › Service desk › Ticket and time sync and say why; the other workspace admins get a bell with your reason. While it is paused nothing is sent to your PSA and the desk takes nothing back from it: no new tickets, notes, changes or time either way. Current still keeps its own list of your PSA's tickets up to date for the company pages. Your team keeps working in the desk and everything is kept. A reply set to go through your PSA waits, so you can send it from Current instead. Every desk person sees a banner saying who paused it, when and why.

Pause sync works even while the workspace is read-only for billing: stopping a sync always works.

Press Resume sync. Current sends, each once, the changes made on the desk while it was paused, the notes and files from up to 7 days back, and the time logged since the pause began. A reply whose note was already being filed when you paused still goes through your PSA; any other reply held by the pause waits for Send from Current. After a pause of more than a day, run the setup check again first, so Current knows your PSA still matches.

Two-way sync belongs to the PSA it was turned on for. Connect a different PSA and sync goes back to the setup check, so it never carries over. Reconnecting the same PSA keeps it on.