ConnectWise connector
Automate Your MSP Operations with ConnectWise Integrations
Connect ConnectWise Manage, Automate, and Sell to your entire tech stack—no more manual ticket updates, billing delays, or siloed service data.
What can you do with the ConnectWise connector?
ConnectWise is the operational core of most managed service providers, handling ticketing, project management, quoting, and billing. But when it sits disconnected from your CRM, monitoring tools, and communication platforms, your team ends up doing double entry and chasing data across systems. Integrating ConnectWise through tray.ai lets you build event-driven workflows that keep tickets, contacts, agreements, and invoices in sync across every tool your business runs on.
Automate & integrate ConnectWise
Automating ConnectWise business process or integrating ConnectWise data is made easy with tray.ai
Use case
Automated Ticket Creation from Monitoring Alerts
When RMM tools like ConnectWise Automate, SolarWinds, or Auvik detect an incident, tray.ai can automatically open a ConnectWise Manage service ticket, assign it to the right board and team, and set priority based on alert severity. No manual triage step, no alert slipping through.
Use case
CRM and ConnectWise Contact Sync
Keeping company and contact records in sync between ConnectWise Manage and your CRM—Salesforce, HubSpot, or otherwise—is a constant headache for MSPs with active sales and service teams. tray.ai can bi-directionally sync company records, contacts, and agreement data so sales has visibility into service history and service teams see the latest account context.
Use case
Automated Invoice and Agreement Billing Workflows
ConnectWise Manage agreements drive recurring revenue, but reconciling time entries, product additions, and usage-based billing against your accounting system takes real time. tray.ai can trigger billing workflows when agreements are updated or invoices are generated, pushing data into QuickBooks, Xero, or NetSuite automatically.
Use case
Client Onboarding Automation
When a new client agreement is signed in ConnectWise Sell or a company is marked active in Manage, tray.ai can kick off a full onboarding sequence: creating the company in your documentation platform (IT Glue, Hudu), provisioning Microsoft 365 tenants, notifying your delivery team in Slack, and creating onboarding project tickets.
Use case
Escalation and SLA Breach Notifications
Monitoring SLA compliance inside ConnectWise Manage matters, but waiting for built-in reports means breaches are often discovered after the fact. tray.ai can poll open tickets on a schedule, spot tickets approaching or past SLA thresholds, and route escalation alerts to Slack channels, PagerDuty, or account managers directly.
Use case
Project Status Reporting to Clients and Stakeholders
ConnectWise Manage tracks milestones, tasks, and time in detail, but sharing any of that with clients usually means manual exports or screenshots. tray.ai can compile project status data and send formatted reports to clients via email or a customer portal—on a schedule or when a milestone closes.
Use case
Customer Satisfaction Survey Automation
Collecting CSAT feedback after ticket resolution matters, but most MSPs apply it inconsistently. tray.ai can watch for ticket closures in ConnectWise Manage and automatically send satisfaction surveys via SurveyMonkey, Delighted, or a custom email, then write the response score back to the ticket or contact record.
Build ConnectWise Agents
Give agents secure and governed access to ConnectWise through Agent Builder and Agent Gateway for MCP.
Data Source
Look Up Company Records
Retrieve detailed company profiles from ConnectWise Manage, including contact information, service agreements, and account status. Agents can use this to build context before taking action or escalating issues.
Data Source
Fetch Service Ticket Details
Pull existing service tickets including status, priority, assigned technician, and notes. Agents can assess ongoing issues and decide next steps without manual lookup.
Data Source
Query Contact Information
Search for individual contacts associated with companies in ConnectWise, retrieving phone numbers, emails, and roles. Useful for agents routing communications or verifying identity.
Data Source
Retrieve Time Entries and Billing Data
Access logged time entries and billing records tied to tickets or projects. Agents can use this to answer billing questions, flag discrepancies, or put together utilization reports.
Data Source
Monitor SLA Status
Check SLA compliance across open tickets to spot tickets at risk of breaching response or resolution targets. Agents can trigger escalations or alerts before a breach happens.
Data Source
List Project Milestones and Tasks
Fetch project details including phases, milestones, and task assignments from ConnectWise Projects. Agents can use this to give stakeholders accurate progress updates.
Agent Tool
Create Service Tickets
Automatically open new service tickets in ConnectWise Manage with the right priority, type, company, and contact details. Useful for agents triaging inbound requests from email, chat, or other channels.
Agent Tool
Update Ticket Status and Priority
Modify existing ticket fields like status, priority, board, or assigned technician. Agents can route, escalate, or close tickets based on real-time conditions.
Agent Tool
Add Notes to Tickets
Append internal or external notes to service tickets in ConnectWise. Agents can log interaction summaries, resolutions, or diagnostic findings directly to the ticket record.
Agent Tool
Create and Update Contacts
Add new contacts or update existing contact records in ConnectWise Manage. Agents keep the CRM accurate when new users turn up through support interactions or form submissions.
Agent Tool
Log Time Entries
Submit time entries against tickets or projects on behalf of technicians. Agents can automate time capture based on activity logs or escalation timelines, cutting down on manual entry.
Agent Tool
Schedule Dispatch Activities
Create and assign dispatch or calendar activities in ConnectWise to schedule technician visits or follow-ups. Agents can handle scheduling automatically based on ticket priority and technician availability.
Agent Tool
Trigger Purchase Orders or Procurement Records
Create procurement records or purchase orders in ConnectWise when inventory needs come up. Agents can kick off supply requests automatically when resolving tickets that require parts.
Get started with our ConnectWise connector today
If you would like to get started with the tray.ai ConnectWise connector today then speak to one of our team.
ConnectWise Challenges
What challenges are there when working with ConnectWise and how will using Tray.ai help?
Challenge
Complex ConnectWise API Authentication and Versioning
ConnectWise Manage uses a combination of company ID, public/private key pairs, and client ID headers that can be confusing to configure. API versions also shift between ConnectWise releases, and MSPs on on-premise installations often have additional network and endpoint constraints on top of that.
How Tray.ai Can Help:
tray.ai's ConnectWise connector handles authentication through a guided credential setup, abstracting the company ID, API key, and client ID header requirements. When endpoint structures change between ConnectWise versions, you update connector settings in one place rather than rebuilding workflows.
Challenge
Handling Pagination in Large Ticket and Contact Datasets
ConnectWise Manage paginates API responses with a maximum page size, which makes retrieving full datasets of tickets, companies, or time entries genuinely cumbersome in large MSP environments with thousands of records.
How Tray.ai Can Help:
tray.ai's loop and pagination handling lets you iterate through all ConnectWise API pages automatically, collecting the full dataset before processing. Bulk sync workflows and reporting automations work reliably regardless of data volume.
Challenge
Mapping ConnectWise Custom Fields to Other Systems
Most MSPs heavily customize ConnectWise with custom fields on tickets, companies, and contacts. Those fields don't map automatically to standard fields in CRMs or accounting tools, and the transformation logic you build breaks whenever field configurations change.
How Tray.ai Can Help:
tray.ai's data mapping and transformation tools let you build explicit field mapping logic using ConnectWise's custom field IDs. Transformations live in the workflow, so when custom fields change in ConnectWise, you update the mapping once rather than patching multiple integrations.
Challenge
Triggering Workflows from ConnectWise Events Without Native Webhooks
ConnectWise Manage supports callbacks (webhooks), but they can be inconsistently configured and may not be available in all hosted or on-premise environments. Teams that rely on polling to detect ticket changes run into latency issues or burn through API calls.
How Tray.ai Can Help:
tray.ai supports both ConnectWise callback-based triggers and scheduled polling workflows, so you can work with whatever your environment allows. For polling-based triggers, tray.ai's built-in scheduling and change-detection logic keeps API usage efficient and lag between events and automated responses short.
Challenge
Keeping Multi-System Data Consistent During Updates
When the same company or contact record can be updated in ConnectWise, your CRM, and your billing tool independently, conflict resolution gets messy fast. Without careful logic, sync workflows overwrite newer data with stale records or quietly create duplicates.
How Tray.ai Can Help:
tray.ai workflows support conditional branching and timestamp comparison logic, so you can define a source-of-truth hierarchy and stop stale data from overwriting newer records. Combined with error handling and logging, you can audit every sync operation and resolve conflicts without guesswork.
Talk to our team to learn how to connect ConnectWise with your stack
Find the tray.ai connector with one of the 700+ other connectors in the tray.ai connector library to integrate your stack.
Integrate ConnectWise With Your Stack
The Tray.ai connector library can help you integrate ConnectWise with the rest of your stack. See what Tray.ai can help you integrate ConnectWise with.
+Salesforce & ConnectWise
Learn how to integrate Salesforce and ConnectWise together
+Slack & ConnectWise
Learn how to integrate Slack and ConnectWise together
+Microsoft Teams & ConnectWise
Learn how to integrate Microsoft Teams and ConnectWise together
+QuickBooks & ConnectWise
Learn how to integrate QuickBooks and ConnectWise together
+HubSpot & ConnectWise
Learn how to integrate HubSpot and ConnectWise together
Start using our pre-built ConnectWise templates today
Start from scratch or use one of our pre-built ConnectWise templates to quickly solve your most common use cases.
Template
RMM Alert to ConnectWise Ticket
Automatically creates a ConnectWise Manage service ticket when a monitoring alert fires in tools like SolarWinds, PRTG, or ConnectWise Automate, mapping alert severity to ticket priority and board.
Steps:
- Receive webhook or poll RMM tool for new critical alerts
- Map alert data (device, severity, description) to ConnectWise ticket fields
- Create service ticket in the correct board with appropriate priority and SLA
- Post ticket link and alert summary to the NOC Slack channel
Connectors Used: ConnectWise, SolarWinds, Slack
Template
ConnectWise to QuickBooks Invoice Sync
When an invoice is generated in ConnectWise Manage, this template pushes it to QuickBooks Online, matching company records and line items for accurate reconciliation.
Steps:
- Trigger when a new invoice is created or approved in ConnectWise Manage
- Look up or create the matching customer record in QuickBooks Online
- Map ConnectWise invoice line items, tax, and totals to QuickBooks invoice fields
- Create the invoice in QuickBooks and log the external reference ID back to ConnectWise
Connectors Used: ConnectWise, QuickBooks, Gmail
Template
New ConnectWise Company to HubSpot Contact Sync
Bi-directionally syncs new and updated company and contact records between ConnectWise Manage and HubSpot CRM, so sales and service teams always work from the same data.
Steps:
- Poll ConnectWise Manage for new or updated company and contact records
- Check HubSpot for existing matching records using email or company name
- Create or update the company and associated contacts in HubSpot
- Write the HubSpot company ID back into the ConnectWise custom field for reference
Connectors Used: ConnectWise, HubSpot
Template
Ticket Closure CSAT Survey and Score Logging
Sends a customer satisfaction survey automatically when a ConnectWise service ticket is closed, then logs the response score back to the ticket and alerts the account manager on low scores.
Steps:
- Trigger when a service ticket status changes to Closed in ConnectWise Manage
- Send a CSAT survey to the ticket contact via Delighted using their email address
- Receive the survey response via webhook and parse the score
- Update the ConnectWise ticket with the CSAT score and trigger a Slack alert if score is below threshold
Connectors Used: ConnectWise, Delighted, Slack
Template
New Client Onboarding Automation
Kicks off a multi-step client onboarding workflow when a new agreement is activated in ConnectWise, creating documentation records, project tickets, and notifying the delivery team.
Steps:
- Trigger when a new agreement status is set to Active in ConnectWise Manage
- Create the client organization and default documentation in IT Glue
- Generate an onboarding project in ConnectWise with templated tasks and milestones
- Send a welcome email via Microsoft 365 and post an onboarding summary to the delivery team Slack channel
Connectors Used: ConnectWise, IT Glue, Slack, Microsoft 365
Template
SLA Breach Alert and Escalation
Periodically checks open ConnectWise tickets, identifies those approaching or past SLA deadlines, and routes escalation alerts to Slack or PagerDuty with ticket context.
Steps:
- Run on a scheduled interval and query ConnectWise Manage for all open tickets
- Filter tickets where time to SLA breach is less than a configurable threshold
- Post a formatted escalation message with ticket details to the appropriate Slack channel or team lead
- Create a PagerDuty incident for any ticket already past the SLA deadline
Connectors Used: ConnectWise, Slack, PagerDuty