Microsoft 365 Contacts to PSA Contact Sync

When adding or editing a company, you can enable the contact sync to your PSA.

Our contact sync functionality provides flexible options for syncing the customers Microsoft 365 Contacts to your PSA.

With our contact sync filters, you can get the right contacts to the right site/location in your PSA.

You can filter by All licensed users, azure AD groups, Azure AD field, UPN Domain, License type assigned.

• We will only sync enabled (licensed and sign in enabled) contacts from Office 365 into Autotask & Connectwise.
• When a contact becomes inactive or deleted in Office 365, we will set them to inactive in Autotask & Connectwise.
  • Only if we have previously matched to the contact via email. Unmatched contacts will not be marked inactive
• If there is an active contact in Office 365 and it matches an inactive contact in your PSA, we will reactivate that contact.
  • NOTE: We will make a contact active/update it if you have selected the option to update existing contacts only.
• We will only update existing PSA contacts when “Update existing contact” is selected.
• When this option is NOT selected, we will match any existing contacts to Microsoft 365 users but not update any information and create any new contacts from Office 365.
  • If a user is deleted from Microsoft 365 or their license removed, we will mark matched contacts as inactive.

Blank Fields in Office 365

Any fields that are blank in Office 365 will not overwrite the information already in Autotask & Connectwise. I.e. you have the Title of a contact in your PSA, but this is blank in Office 365. We will update their name etc but leave the title as is (unless that field changes in Office 365)

Fields we Sync to Autotask/Connectwise

• First Name
• Last Name
• Title
• Phone Number
• Mobile Number
• Email address

Contact Changes

We are using Microsoft 365 as the source of truth and will only update contacts in Autotask/Connectwise from changes in Office 365.

If you modify a contact name in Autotask/Connectwise, we will not resync this or update it unless the name is changed in Office 365 or you manually perform a Sync contacts to PSA and select the "ReSync contacts" option.

Configuring Contact Sync

For Connectwise users, you can specify the default contact type to use. You can also specify this at a per filter/site level.

Set Default Contact Type: 

1. Click on tools and logs > Integration. 
2. Click the + symbol in actions
3. Select your contact type to use as default.

Contact sync is configured per added company. You can set this either when adding a new company, or by editing a company that has already been added.

Enabling Contact Sync

From the Company screen in Sync 365

1. Click the Edit icon on an existing company, or add a new company.
   
2. Tick "Sync Contacts to PSA"
   1. Recommended: Tick "Update existing contacts"
      1. This allows us to match with existing contacts and update their information from Office 365
   2. At this point if you save the settings, we will sync all the active contacts to the default site/location in the PSA
3. Filter Contacts
   1. If you want to filter the contacts that get sync'd you have various options to choose from
   2. Click on "contact mapping and filters" to open the filters box
   3. Select how you would like to filter the users and what site you would like them to go to
      1. In this example, I am adding a filter to get all contacts that have "Erina" in their City field, and syncing them to the Erina site for this company.
         
   4. You may add as many filters as you like. NOTE: contacts will not duplicate, so if a contact is in multiple filters, it will end up in whatever site the last sync to run has set.

Click on Save to save the settings. If you tick “Sync contacts now” It will also force a sync of the contacts immediately, otherwise it will process this in the next automatic run.

Manually triggering a sync

A “Sync contacts to PSA” button will show in the company’s overview page when contact sync has been enabled for this company.

When clicking this, you will get the option to resync all contacts or update contacts.

• Update: This is the normal run that will run automatically daily. This will check for any Microsoft 365 detail changes and add new contacts or update existing contacts if there has been details that have changed.
• Resync: This will disconnect any user mappings to the PSA and do a fresh sync and reconnect it to the contacts that match.
  • This is a good option if you have removed contacts in your PSA that may have been matched already, or you need to reset the sync as if you were doing it the first time.
  • This will force all contacts to sync all details to the PSA again.
  • Note: This will disconnect any mappings so if a Microsoft 365 user has been removed/disabled and it has not inactivated the contact in the PSA yet, then performing a resync will lose its mapping and the contact will not get made inactive.