Changing your PSA integration affects more than the connection itself. Ticket profiles are configured for the connected PSA, ticket rules and Backup Plans can use those profiles, and backups rely on company mappings for ticketing. Follow this sequence to prepare for the change, reconnect Backup Radar, and verify your setup.

Who can use this feature?

Administrators and users with permission to manage PSA integrations, companies, ticket profiles, ticket rules, and Backup Plans.

What you'll need

• Access to your Backup Radar account and the PSA you’re moving to.

• The credentials and permissions required to connect the new PSA.

• Access to update your ticket profiles, ticket rules or Backup Plans, and client mappings.

• If your PSA restricts incoming connections by IP address, access to update its allowlist.

Important: Deleting a PSA integration is irreversible. It unlinks existing tickets and disables automatic ticketing and ticketing on failure. Plan the cutover with your team so you’re prepared for an interruption in ticketing.

Before you begin

1. Review the current PSA integration and make a list of the ticket profiles you use.

2. Identify each ticket rule and Backup Plan that uses those profiles. Record the settings you’ll need to recreate, such as ticket destination, assignment options, and auto-close behavior.

3. Review your company list and backup client mappings. Note which backups are mapped to PSA companies and any company names that may be different in the new PSA.

4. Prepare the new PSA credentials and permissions. If the PSA has IP restrictions, update its allowlist before connecting it to Backup Radar. See IP Address Allow Lists.

Step 1: Prepare the new PSA connection

Find the integration guide for the PSA you’re moving to and confirm that its required permissions and connection details are ready. The Adding your client list section lists the supported PSA integration guides.

Step 2: Delete the existing PSA integration

When you’re ready to cut over, delete the current integration. Follow Modifying and deleting a PSA integration.

Deleting the integration unlinks existing tickets and disables automatic ticketing and ticketing on failure. Companies synced from the old PSA are marked as local, and backups mapped to those companies may no longer have a ticketing company assigned.

Step 3: Connect the new PSA

Follow the integration guide for your new PSA in Adding your client list. Allow the company sync to complete before continuing.

The new PSA repopulates the company list. If a company’s name differs from its previous name, Backup Radar will create a separate company record. In Backup Radar, go to Manage > Companies. On each local company you want to replace, click "Replace With..." and select the corresponding PSA-integrated company to move the backups to the new company.

Step 4: Recreate your ticket profiles

Create a new ticket profile for each profile you still need, configuring it for the new PSA. For instructions, see Setting up ticket profiles.

Compare each new profile with the settings you recorded before the migration. In particular, check the ticket destination and any PSA-specific fields, the catch-all company, and whether auto-close is enabled as intended.

Step 5: Update ticket rules and Backup Plans

Update each existing ticket rule or Backup Plan that used an old ticket profile so it uses the appropriate new profile:

• For ticket rules, follow Setting up ticket rules.

• For Backup Plans, see About the Backup Plans list view page for editing a plan, and Adding a Backup Plan for details about its ticket settings.

Confirm that the updated rules and plans are enabled and use the intended new ticket profile. Once no rules or plans refer to an old profile, you can delete that profile if you no longer need it. Backup Radar won’t let you delete a profile that is still in use.

Step 6: Map clients to their backups

Review and update your client mappings so each backup is associated with the correct company imported from the new PSA. This is especially important when company names changed or the new PSA created separate company records.

Follow Mapping clients to their backups to review and reassign mappings.

Step 7: Verify ticketing

After the new PSA has synced and you’ve updated the profiles, rules or plans, and mappings:

1. Confirm that the new PSA integration is connected and its company sync has completed.

2. Check that each required ticket rule or Backup Plan uses a profile configured for the new PSA.

3. Confirm that backups are mapped to the intended PSA companies.

4. Test the ticketing workflow, if possible. Confirm that a ticket is created in the new PSA and, when configured, that it closes after Backup Radar receives a successful backup result.

If ticket creation or automatic closure doesn’t work as expected, check the permissions in the new PSA’s integration guide and verify that the ticket and company are associated with the current PSA integration.