Microsoft 365 Contacts to PSA Contact Sync

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 ONLY when update existing contacts is enabled.

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, and there is different information in Microsoft, this will be updated on the next sync.

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 > Integration. 
2. Click the + symbol in actions next to your PSA tool
3. Select your contact type to use as default.

NOTE: Contact Types are only added and not removed.

Contact sync is configured per added company. You can set after adding a company to the system.

Enabling Contact Sync

Open the company in Sync 365

1. Click "Contact Sync" in the top right 
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 Microsoft 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
      1. Ticking "Use Email" will use the assigned emails for a user instead of their UPN. This is great for a client that has UPN logins that are different from their actual emails (Although not typically required as most UPN and Emails are aligned in Microsoft 365).
3. Contact Mapping Filters (In priority order)
   1. You can filter contacts by specific details and sync them to a specific site (or add a specific contact type)
   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 we are syncing contacts as follows:
         1. Azure AD group "Management" to a site called "New Site"
         2. Azure AD field for Department that is set to "IT" to New Site
         3. Contacts with a license type of Exchange Online to Site 2
         4. Contacts with a license type of Business Premium to Main site
         5. And all licensed users to Site 3.
            You can drag and reorder the filters as you need
      2. With this set up, the more specific filters will capture their required contacts and every left over contact with an active license will go into Site 3.
         1. Contacts will not duplicate and will get assigned to the highest filter

Click on Save to save the settings. The system will initiate a sync within 5 minutes.

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: Legacy option that will be getting removed.