Prerequisites
- ConnectWise Manage integration must be enabled
- You must have “Manage Integrations” permission
- ConnectWise API credentials must be configured
- At least one service board must exist in ConnectWise
Overview
The ConnectWise service desk integration allows you to:- Sync tickets between MSPortal and ConnectWise
- Configure which boards are visible to users
- Set default boards for new tickets
- Map ticket statuses and priorities
- Control ticket synchronization behavior
Configuration Steps
1. Navigate to Integration Settings
Go to https://msportal.ai/settings/integrations
2. Access Ticket Settings
Click on Ticket Settings in the integration options.
3. Enable Ticket Synchronization
Toggle the Enable Ticket Sync switch to activate synchronization between MSPortal and ConnectWise.
4. Select Display Boards
Choose which ConnectWise boards should be visible to MSPortal users.
Select the boards you want to display:
- Service Board - For standard service tickets
- Professional Services - For project-related tickets
- Integration - For integration and API issues
- Support - For help desk requests
5. Set Default Service Board
Select the default board where new tickets created in MSPortal will be sent.
This setting determines:
- Where tickets created through MSPortal are placed
- The default board for ticket templates
- The initial board for automated ticket creation
6. Configure Status Mappings
Waiting Status
Select the status to apply when tickets are put in a waiting state:
Client Response Status
Configure the status to apply when a client comments on a ticket:- Select a specific status like “Client Responded”
- This helps track tickets awaiting technician review
Excluded Statuses
Select statuses that should NOT sync between systems:
Common exclusions:
- Closed tickets
- Cancelled tickets
- Internal-only statuses
7. Configure Priority Settings
Set up priority user handling for VIP or high-priority clients:
Options include:
- Critical - For emergency issues
- High - For VIP clients
- Medium - Standard priority
- Low - Non-urgent requests
8. Save Configuration
Click Save Settings to apply all configuration changes.
Advanced Settings
Sync Frequency
- Tickets sync every 5 minutes by default
- Real-time sync available for critical updates
- Manual sync can be triggered from the Tickets page
Field Mapping
MSPortal automatically maps common fields:- Title/Summary
- Description
- Priority
- Status
- Assigned technician
- Company
- Contact
Custom Fields
Custom fields created in ConnectWise can be:- Mapped to MSPortal ticket fields
- Displayed in ticket templates
- Used in automation rules
Testing the Integration
After configuration:- Create a test ticket in MSPortal
- Verify it appears in the correct ConnectWise board
- Update the ticket in ConnectWise
- Confirm changes sync back to MSPortal
- Test status transitions and priority changes
Troubleshooting
Tickets Not Syncing
- Verify ticket sync is enabled
- Check ConnectWise API credentials
- Ensure boards are properly selected
- Review excluded status settings
Wrong Board Assignment
- Confirm default service board is set correctly
- Check ticket template board settings
- Verify user permissions for selected boards
Status Mapping Issues
- Review status mappings match ConnectWise statuses
- Ensure statuses aren’t in excluded list
- Check for custom status configurations
Best Practices
- Limit Display Boards: Only show boards relevant to MSPortal users
- Use Status Exclusions: Prevent closed tickets from syncing unnecessarily
- Configure Priority Users: Set up VIP handling for important clients
- Regular Testing: Periodically test sync to ensure proper operation
- Document Mappings: Keep a record of status and field mappings