This guide covers running a manual sync and checking the results, so you can confirm tickets map correctly before turning on automatic sync.
Prerequisites
A connection in place, with integration configuration and a basic set of field mappings on both sides. See Setting up Support Fusion if you haven't done this yet.
Access to create a test ticket on the source platform.
Step 1: Create a test ticket
Start with a known ticket you can trace end to end. On the source platform, create a ticket in the group or queue you configured to sync. Give it a recognisable title so it's easy to spot on the other side.
Step 2: Run a manual sync
A manual sync is what moves tickets while automatic sync is off. On the Sync page, select Start initial sync the first time, or Start sync afterwards. Choose how far back to sync: a first sync defaults to 30 minutes ago, and you can go back up to 30 days.
You'll see a sync in progress message while it runs, then a new row at the top of the sync history when it finishes.
Step 3: Check the result
The sync history row tells you how the cycle went at a glance. Look at the Status column:
Success: the cycle completed without errors.
Partial: some tickets synced and others didn't.
Failed: the cycle didn't complete.
You can narrow the history with the relationship, status, and period filters (the period defaults to the last 7 days).
Step 4: Open the sync details
The summary status doesn't tell you what happened to each ticket, so open the details for a closer look. On a row that has them, open Sync details to see each ticket the sync touched, marked Created, Updated, Closed, or Failed, along with any error message and counts of comments or attachments that failed.
Step 5: Verify on the target platform
Confirm the ticket arrived as expected, with the right title, description, status, and contact. Check the ticket directly on the target rather than relying on the success status alone, since some platforms accept a change without applying every part of it.
Step 6: Test updates in both directions
A ticket flowing across is only half the picture, so test ongoing changes too. Add a comment on each side in turn, running a sync between, and confirm each comment appears on the other side. Then change the ticket status on one side, sync, and confirm it updates on the other. This confirms your comment settings and status value mappings are working.
Note: Sync runs manually until you enable automatic sync, which has its own prerequisites. Repeat a manual sync whenever you want to move changes during testing.
Next steps
Once your test ticket, comments, and status changes all sync cleanly, move on to Going live to turn on automatic sync. If something didn't come across, see Troubleshooting.