Getting Started with ConnectWise Manage Integration

ConnectWise is a business process automation platform that allows businesses to sell, service, and support technology more efficiently and in a more streamlined way. The business management tool allows a business to centralize all information, automate business processes, gain real-time visibility in operations, and provide better customer support. To manage integration, the Miscellaneous > ConnectWise PSA / Autotask Integration permission should be granted as the administrator permission on Organization > Administrators.

The app can also be used for ticket management, help desk management, project management, customer relationship management, time tracking, asset tracking, billing and invoicing, technician dispatching, procurement, inventory management, among others.

Integration with Management Console allows the following:

• Map companies between Management Console and ConnectWise
• Map users between Management Console and ConnectWise
• Send storage billing information to ConnectWise
• Create Backup Agent tickets in ConnectWise
• Create RMM Agent tickets in ConnectWise.

Before you begin create a new Security Role in ConnectWise Manage and new API Member for authentication purposes.

Authentication in Management Console

To authenticate ConnectWise API Member in the Management Console, proceed as follows:

1. Open the Management Console.
2. In the Settings menu, select ConnectWise Manage.

You need to provide the following data from ConnectWise Manage web console:

• Member ID. You can find the member name (Member ID) in the Details tab.

• A public key and a private key. You can find those in the API keys tab

• You need to provide the site and Company ID that you use to access ConnectWise.

Once you specify all required credentials in the Management Console, click Save.

To check for missing permissions, click Check Permissions.

If the validity of credentials is confirmed and you have all required permissions, you can start configuring your integration. In case the integration is not fully and properly configured (all required data on all mandatory tabs are not provided), it cannot function properly. Below you can see instructions on how to configure the integration.

Configure Integration

The following steps help you configuring your integration:

1. Perform authentication in Management Console as described above and check permissions
2. Import your ConnectWise companies to create mapping between the ConnectWise companies and companies in Management Console.
3. (This step is optional) Import your ConnectWise contacts to create mapping between the ConnectWise contacts and contacts in Management Console. This helps you to enhance the ticket detailing.
4. Configure billing settings
5. Configure options on how to handle your tickets
6. Configure billing settings
7. Configure tickets generated with Backup Agent
8. Configure tickets generated with RMM Agent.
9. Save your configured integration to start using it.

Refer to Delete ConnectWise Integration for details on how to delete your integration along with user data.

Edit Integration

You can change an integration of Managed Backup with ConnectWise Manage. To do this, proceed as follows:

1. Open the Management Console.
2. In the Settings menu, select ConnectWise Manage.
3. Make required changes and confirm them as prompted.
4. Save the integration.