This guide covers reading your sync history, understanding the errors it reports, and fixing the most common ones.

Most problems are diagnosed from the Sync page. Each run shows a status of Success, Partial, or Failed. For any run that isn't a clean success, open Sync details to see each ticket the sync touched, marked Created, Updated, Closed, or Failed, with the error message and counts of any comments or attachments that failed. The error message on a failed ticket is usually the fastest way to the cause.

A failed run usually points to a connection or access problem rather than the ticket data. Check the connection first: open Settings and re-test it. If the test fails, recheck the credentials against the guide for your platform, and confirm the API account still has access to the board, queue, or group you're syncing.

Partial means some tickets synced and others didn't. Open the details and look at the rows marked Failed: the error message tells you which ticket and why. Common causes are a permission gap on a specific record or a field value that isn't mapped on the other side.

This isn't an error. The run completed but found nothing created or changed in the window it checked. If you expected tickets, check the sync filters in Integration configuration aren't excluding them. Add/change something on the ticket to ensure it has been updated since the last run.

If a ticket syncs but one field is missing or wrong, the mapping is the place to look. In Field mappings, confirm the field is mapped for that ticket type, that the direction covers the way you expect it to flow, and that for a picklist field the specific value is paired with a value mapping. Remember that for some platforms like ServiceNow, each ticket type will have separate mappings.

When the details show failed comment or attachment counts, open the run and check the message. Confirm that comment and attachment sync is enabled for the relationship in integration configuration, and that the API account can read and write them on both platforms. Where attachments are shown as skipped, check the detail record for the reason; if it recurs, contact support.

This is expected behaviour. Support Fusion matches a requestor to a contact by email, and when there's no match it will attempt to write the name and email to the ticket or fallback to a default for that company. This does not create a new contact. Pre-loading key contacts on the target before go-live improves this. See How sync works for the detail.

Two things must be in place before automatic sync can be enabled for a connection: a completed initial manual sync, and billing. If the relationship still shows Initial sync required rather than Ready for automatic sync, run a manual sync first. If you're prompted about billing, add a payment method on the Billing page. See Going live for the full prerequisites.

If a problem isn't covered here or you can't resolve it from the error message, contact support from the Help centre page.