This experience is consistent across all PSA's supported, including ConnectWise Manage, Kaseya/Datto Autotask, Kaseya BMS, HaloPSA, and SyncroPSA.

The information we typically interact with doesn't rapidly change in the PSA, so API calls do not need to run continually through the day, causing unwanted API and system overhead.  


If you analyze the data we interact with, it includes Customer records (filtered usually to omit prospect records), configurations, contacts, tickets, opportunities, sites, and agreements.  When you look at the datasets, the only one that might have multiple changes during a single business day, the most likely configuration would be ticket status.  As a result, we have implemented a process that syncs nightly but allows you to do a manual sync at any time if you want to get the latest changes in real time.


The PSA Integration operates as outlined below:


  1. Nightly Autotamted Sync: We do a daily sync to Autotask, which will sync customers per your settings in Autotask sync. For vCIOToolbox-activated customers, it will sync configurations, contacts, open recommendations, agreements, ticket updates (vCIO created), ticket count updates, and sites/locations). This sync is nightly in the U.S., with exact timing varying based on sequence and data volumes across all customers. The average sync update (after the initial) is usually less than 120 seconds, with my most extensive sync averaging about seven minutes.

  2. Manual Sync Options: You can do manual syncs at any time, but you do not have to do a full sync. Each function (customers, contacts, configurations, tickets, opportunities, sites, and agreements) can be synced independently. So, if you want to do your tickets, you can run that sync alone, reducing API overhead.

  3. Tickets: When you create a new ticket, that will push in real time. This is a single transaction sync, creating the ticket and returning the ticket number and link. This is a low-overhead transaction that processes in seconds.

  4. Opportunities: You control when opportunities get pushed from the vCIOToolbox system to your active opportunity pipeline in Autotask. Similar to tickets, you will push and post the information in the PSA on demand. This is a low-overhead transaction.

If you have any further questions, please email support@vciotoolbox.com.