First-time setup

Each of these steps takes place under Setup → Configuration. Follow the linked pages for field details and save controls.

1. In Integrations, open your PSA, complete its connection fields, test the connection, and save. Connect your documentation provider there too if you use one.
2. In Routing and service scopes, add the boards, teams, or queues you will use. Complete status mappings and the routing and intake settings for each.
3. In PSA Members, review the synchronized members and choose who is dispatchable and who is eligible for escalation.
4. Review Holidays, Dispatch Rules, AI Privacy, and Triage Rules.
5. Review PSA Catalog. Use Ticket Embedding and the Documentation KB settings to manage the knowledge content available to search.
6. Admins can configure Ticket Relationships for ConnectWise and manage invitations and roles in User Management.

Configuration pages show their own save, sync, and error messages. Confirm the displayed outcome before leaving a page after making changes.