# ConnectWise integrations > Connect ConnectWise Manage, Automate, and Sell to your entire tech stack—no more manual ticket updates, billing delays, or siloed service data. **Canonical page:** https://tray.ai/connectors/connectwise-integrations/ **Categories:** General automation services **Documentation:** https://tray.ai/documentation/connectors/service/connectwise ## Overview 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. ## Use cases ### 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. - Reduce mean time to ticket (MTTT) from minutes to seconds - Eliminate manual alert-to-ticket translation work for NOC staff - Apply consistent ticket categorization and SLA assignment based on alert type ### 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. - Eliminate duplicate data entry during new client onboarding - Give sales reps real-time visibility into open tickets and agreement status - Keep billing contacts and site addresses consistent across platforms ### 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. - Cut month-end billing close time by automating invoice exports - Catch unbilled time entries by syncing ConnectWise time records to accounting on a schedule - Automatically apply payments recorded in your accounting tool back to ConnectWise invoices ### 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. - Cut client onboarding time from days to hours with automated provisioning steps - Avoid missed onboarding tasks by generating standardized project templates automatically - Notify the right team members the moment a new client is activated ### 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. - Alert team leads on Slack or Teams before SLA breaches happen, not after - Automatically reassign or escalate overdue tickets based on configurable rules - Generate SLA compliance reports and post them to a management dashboard automatically ### 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. - Improve client transparency without adding reporting overhead to project managers - Trigger client-facing updates automatically when project milestones are closed - Pull time, budget, and task completion data into a single formatted summary ### 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. - Get near-100% CSAT survey coverage without manual follow-up - Log survey scores directly in ConnectWise for aggregate reporting - Trigger internal alerts when negative scores come in for immediate service recovery ## Templates ### 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. Connectors used: ConnectWise, SolarWinds, Slack ### 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. Connectors used: ConnectWise, QuickBooks, Gmail ### 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. Connectors used: ConnectWise, HubSpot ### 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. Connectors used: ConnectWise, Delighted, Slack ### 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. Connectors used: ConnectWise, IT Glue, Slack, Microsoft 365 ### 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. Connectors used: ConnectWise, Slack, PagerDuty ## Challenges Tray.ai solves ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ## Agent features ### Look Up Company Records (Data Source) 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. ### Fetch Service Ticket Details (Data Source) Pull existing service tickets including status, priority, assigned technician, and notes. Agents can assess ongoing issues and decide next steps without manual lookup. ### Query Contact Information (Data Source) Search for individual contacts associated with companies in ConnectWise, retrieving phone numbers, emails, and roles. Useful for agents routing communications or verifying identity. ### Retrieve Time Entries and Billing Data (Data Source) 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. ### Monitor SLA Status (Data Source) 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. ### List Project Milestones and Tasks (Data Source) Fetch project details including phases, milestones, and task assignments from ConnectWise Projects. Agents can use this to give stakeholders accurate progress updates. ### Create Service Tickets (Agent Tool) 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. ### Update Ticket Status and Priority (Agent Tool) Modify existing ticket fields like status, priority, board, or assigned technician. Agents can route, escalate, or close tickets based on real-time conditions. ### Add Notes to Tickets (Agent Tool) Append internal or external notes to service tickets in ConnectWise. Agents can log interaction summaries, resolutions, or diagnostic findings directly to the ticket record. ### Create and Update Contacts (Agent Tool) 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. ### Log Time Entries (Agent Tool) 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. ### Schedule Dispatch Activities (Agent Tool) 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. ### Trigger Purchase Orders or Procurement Records (Agent Tool) 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. ## Learn more - Intelligent Integration: https://tray.ai/platform/intelligent-ipaas/ - Merlin Agent Builder: https://tray.ai/platform/merlin-agent-builder/ - Agent Gateway for MCP: https://tray.ai/platform/agent-gateway/ - Book a demo: https://tray.ai/contact/