When you are leaving another PSA
What moves when you switch from Autotask or HaloPSA
Connect Autotask or HaloPSA and GoTenix pulls in your clients, contacts, tickets, replies and logged time, safe to run twice, while the old system keeps running untouched until the day you disconnect it.
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How to do it
Open Integrations, then PSA, and read the two cards.
The Autotask card says it reads client records, tickets, contacts and resources. The HaloPSA card says client records, tickets and contacts. There is no separate migration product behind this. The connector that keeps the two systems in step is the same one that moves you off the first, run with no cutoff date.
Open Integrations, then PSA, and read the two cards. Enter the Autotask credentials.
The card asks for API User Username, API User Secret and Integration Code. Server Base URL and Web UI Base URL are optional: the server is usually auto-discovered and the web address is captured on the first connection. Create a dedicated API user rather than reusing a person's login. Resources with the Autotask licence type API User are left out of the staff import on purpose.
Enter the HaloPSA credentials.
The card asks for API Base URL, Client ID and Client Secret, with Tenant optional. Credentials are saved against the integration, so connecting, testing and disconnecting are all screen actions.
Meet the three cards under the credentials.
Sync health shows the scheduled background syncs this integration owns: last run, next run and a 7-day pass or fail trend. Status & priority mapping is where you review how the other system's statuses and priorities line up with yours. Backfill historical data is the import. They stay greyed out with "Configure Autotask credentials first to use this section." until the connection is live. The HaloPSA page also carries a Staff → HaloPSA Agent ID card.
Review the status and priority mapping before you import.
On Autotask, the connector reads your picklists and matches statuses and priorities to yours by label. The mapping panel shows each row, marks it auto-matched or unmatched, and lets you fold several source statuses onto one of yours. If nothing fits, you can create a new status there, with a switch for whether it pauses the SLA clock. On HaloPSA the panel reads "Picklist discovery is not implemented for HaloPSA yet." The connector uses a built-in default map of HaloPSA's stock statuses and priorities instead.
Warning: On Autotask, an unmatched status defaults to New and an unmatched priority defaults to Medium. Review the map before the first run so nothing lands in the wrong place.Preview, then run the backfill, starting with a short range.
On the Backfill historical data card, press Preview to see how many organizations and tickets the other system holds, a contacts figure taken from a few sample clients only, and up to five sample client names. Preview writes nothing. Then choose Yes, pick how far back (1 month, 6 months, 1 year or All time) and press Start backfill. The run has two phases, organizations then tickets. If a run is already going, the card says so and shows its progress. Every finished run is listed under previous runs, so the card becomes your record of what was pulled.
Read what lands.
Clients arrive with their details and contacts arrive under their client. A contact with no email address still arrives, with a placeholder address on a domain that cannot receive mail, so a stray send fails loudly. Tickets arrive with subject, description, mapped status and priority, and their closed state. Replies and notes arrive as the ticket thread, each keeping the other system's own id so a second run recognises them. Time logged on a ticket arrives as a time entry, capped at 16 hours per entry. A technician with an email address is matched to the person in GoTenix with that address. The other system's ticket type arrives as a tag under a category called PSA Type.
Note: Autotask keeps most of a ticket's story in time entries, so the connector reads both notes and time entries and merges them into one thread. A time entry's internal notes are left behind on purpose.Read what does not move.
The connector reads clients, contacts, tickets, replies, time entries and technicians. Agreements and contracts, invoices, products, projects, assets, knowledge base articles, documented passwords and SLA policies are not read at all, so nothing half arrives. Ticket SLA due dates ride along on the live sync, not on the backfill. Every imported ticket lands on your default board, and your board layout stays yours to design. Documentation and passwords come in through the Documentation integrations (IT Glue or Hudu), not through the PSA switch.
Expect new ticket numbers.
Tickets get new numbers from your GoTenix sequence. The other system's id is kept beside each ticket and is what every re-run matches on, so nothing duplicates. Clients keep their source id the same way.
Note: If a client's domain is already held by another client, the newcomer gets a placeholder domain and the clash is written to the system log for a person to settle.Keep the parallel week honest.
Open any client, then its Integrations tab, and read the External PSA card. It says tickets and time entries are synced globally on a schedule, not per client, with "Every 1 minute (tickets)". Client records refresh every 6 hours. So the copy stays current without anyone remembering to run anything.
Let GoTenix refuse to act on what it does not own.
A ticket copied from the old system shows a banner: "Mirrored from Autotask: this ticket is managed in Autotask until cutover; changes made here will be overwritten by sync." The banner informs; it does not block, so a tech can still reply or change a status, and the next sync overwrites it. Meanwhile dispatch, SLA clocks, auto-close, the automation engine's ticket actions and notifications skip those tickets. That is why a ticket raised in the old system mid-week does not page anyone here.
Note: Tickets and replies created in the old system keep arriving while it stays connected. Nothing you do here reaches back the other way.Match the technicians the automatic match could not place.
On the HaloPSA page, Staff → HaloPSA Agent ID lists each team member with an editable agent id, and counts how many are mapped. Most people are matched by email during the import, so this list is for the rest. An agent with no email on the source system may need an id mapped by hand.
Check that nothing can be sent back.
Under Settings, System, Integration Sync, PSA Write-Back is marked View only and reads Off. Its note says it is permanently retired and can no longer be turned on, and that a connected PSA is a read-only migration mirror to disconnect when you are ready to cut over. There is nothing to configure and nothing to get wrong.
Cut over by disconnecting, and use the wizard for the settings the old system used to own.
The cutover is the disconnection: the moment no PSA is configured, every ticket that was a read-only copy becomes an ordinary ticket, and dispatch, SLA clocks, the automation engine and notifications switch on for all of them. There is no second import and no per-ticket flag. The Make GoTenix my PSA wizard walks the billing settings you now run here, one at a time, each with a recommended value: auto-approve generated invoices, create an invoice when a quote is accepted, show plan value and discounts, prorate the first month, and prorate mid-cycle changes. Its own advice is to keep invoice approval manual until a few cycles come out clean. A card on Settings, System, Integration Sync opens it. The article on the Make GoTenix my PSA wizard goes through each of its lessons.
The pages behind each click
What you will have
- See what arrives from Autotask or HaloPSA, record by record.
- Know what stays behind, and why.
- Check your status mapping and match your technicians before you trust the import.
- Run a parallel week where the old system keeps running and nothing is written back to it.
- Cut over by disconnecting, and know what switches on at that moment.
Why it works this way: What moves when you switch from Autotask or HaloPSA
While a PSA is connected, every ticket copied from it is a read-only copy. Dispatch, the SLA clocks, the auto-close sweeps, the automation engine's ticket actions and notifications all skip those tickets, so the old system and GoTenix never work the same ticket twice.
Nothing is ever written back to the system you are leaving. The PSA Write-Back setting is View only and always reads Off. The old system keeps its data exactly as it was.
Running the import again is safe. The card says it is the same code path as the live sync and that re-running will not duplicate. Start with one month, look at the result, then widen the range.
Money stays where it was. The import sets no billing status on a ticket, and the ticket charges invoice only picks up time on tickets that have one. Imported time does not turn into an invoice line on its own.
Worth asking of any system you evaluate: what does an import write into the billing tables, and what happens to a ticket that arrives mid-migration and is already closed? Here the answers are written down on this page.
Other ways to do this: What moves when you switch from Autotask or HaloPSA
Widen the range afterwards
Run the backfill again with a longer range. Records are matched on the other system's own ids, so months you already have are updated rather than duplicated.
Link companies found in more than one system
The PSA cards also list recommended new organizations: companies that exist in several integrations but have no organization here. Link to an existing one or create a new one.
If it did not work: What moves when you switch from Autotask or HaloPSA
- Everything arrived as New: the status map did not match your own labels. Open Status & priority mapping, set the rows by hand, then run the range again.
- Nothing new has arrived since the first run: on a fresh Autotask connection with no imported tickets the sync only looks back 24 hours, so pulling the history is the backfill's job, not the sync's.
- A client arrived with a domain that looks made up: two clients wanted the same real domain, so the second kept a placeholder and the clash was logged for a person to settle.
- A card says "Configure Autotask credentials first to use this section.": save the API credentials above it first.
Questions this page answers
What does PSA Write-Back do?
Nothing anymore. Write-back to a connected PSA was retired for good, so this row always reads Off and cannot be turned on. GoTenix is the system of record. If you still have a PSA connected, the Make-GoTenix-my-PSA wizard at the top of this page walks you through disconnecting it, which is the step that actually finishes the cutover.
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