CloudRadial CSA Update Display Boards and Queues from your PSA to the Portal

This article provides instructions on how to add display boards and queues into CloudRadial for managing support tickets to display in your portal from your Professional Services Automation (PSA) tool. See this article for full setup instructions for each PSA: Connecting Your PSA to CloudRadial – CloudRadial

Access Global Settings

1. Click on the Partner > Settings > PSA
2. Depending on your PSA, you will see a section for Boards or Queues to Display

Determine what tickets your users will be able to see - multiple boards/queues can be selected one at a time; there is a limit to the string of text from the API call so using the least amount of boards necessary is advised.

Check Board Visibility

1. After entering the board/queue name, check if it appears under the Service Boards 
   
2. If the board is not visible, verify that:
   • The board is active in the PSA
   • Correct permissions are set for the API member associated with your setup

Review Tokens (if necessary)

1. Navigate to Partner > Settings > Tokens
2. Ensure the @DefaultBoard token is set to the correct board/queue

Testing the Setup

You should now be able to go to any portal under Support > Support Tickets and see tickets that are associated to those boards/queues

HaloPSA Service Teams

HaloPSA Service Teams function as the equivalent of ConnectWise Boards and Autotask Queues. Partners using HaloPSA can now add their Service Teams in CloudRadial to control which tickets are displayed in the portal.

To configure:

1. Navigate to Partner > Settings in CloudRadial
2. Under the PSA configuration, enter the name(s) of the desired Halo Service Teams
3. Once added, clients will only see tickets associated with the selected Service Teams on the Support Tickets page

As with other PSAs, you can select multiple Service Teams. If a newly added Service Team does not appear, verify the name matches exactly as it appears in HaloPSA.

Common Issues

• Board Not Showing Up: If the newly added board does not appear, it may be due to a name mismatch or inadequate permissions for the API member linked to your setup. (Use the lookup whenever possible to avoid mismatch characters or hanging spaces)
• Character Limits: Be aware of character limitations when adding boards. It is advisable to limit the number of boards to fewer than 35 to prevent integration issues. If necessary, consider removing unused boards.

If you are still having trouble, we're here to help! Submit a ticket here for assistance, and don't forget to check our status page to ensure there are no outages in your area.