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This guide walks you through connecting your ConnectWise Manage instance to MSPortal.ai using our streamlined setup wizard.

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Prerequisites

Before you begin, ensure you have:
  • Admin access to both ConnectWise Manage and MSPortal.ai
  • Your ConnectWise company ID (visible on the ConnectWise login screen)
  • Access to create API members and security roles in ConnectWise

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Part 1: Configure ConnectWise Manage

Before connecting to MSPortal.ai, you need to create an API member and security role in ConnectWise.

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Create Security Role

1

Access System Settings

Login to ConnectWise Manage and navigate to System > Security Roles.
2

Create Security Role

Create a security role named “MSPortal” with the following permissions. These permissions enable MSPortal to sync companies, contacts, tickets, opportunities, agreements, and related data.For every category listed below, set Add Level, Edit Level, and Inquire Level to All. Leave Delete Level as None.
The easiest way to configure this is to expand each category and set all sub-permissions to All for Add, Edit, and Inquire. You can leave Delete as None for all categories.
Click Save and Close to finalize the security role settings.

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Create API Member

1

Navigate to API Members

  1. Go to System > Members
  2. Click the API Members tab
  3. Click + to create a new API member
2

Configure API Member

  1. Name it “MSPortal”
  2. Select the MSPortal security role you created
  3. Enter your Business Unit and Location
  4. Click Save
3

Generate API Keys

  1. With the API member open, click the API Keys tab
  2. Click + to add a new key
  3. Name it “MSPortal” and click Save
  4. Important: Copy the Public Key and Private Key immediately
The API keys cannot be retrieved again after closing this dialog. Make sure to save them securely before proceeding.

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Part 2: MSPortal Setup Wizard

MSPortal.ai provides a guided setup wizard that walks you through connecting and configuring your ConnectWise Manage integration in 5 easy steps.

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Starting the Wizard

1

Navigate to Integrations

In MSPortal.ai, go to Settings > Integrations.
2

Start Setup

Find the ConnectWise Manage integration card and click Setup (or Configure if previously connected) to launch the setup wizard.

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Step 1: Connect

Enter your ConnectWise API credentials to establish the connection.
1

Enter API Credentials

Fill in the following fields:
API URL Examples:
  • Cloud-hosted: na.myconnectwise.net, aus.myconnectwise.net, eu.myconnectwise.net
  • On-premise: cw.yourcompany.com (without https://)
2

Test Connection

Click Test Connection to verify your credentials. You’ll see a green “Connected” status when successful.If the connection fails:
  • Verify your API URL is correct (no https:// prefix)
  • Check that your Company ID matches exactly
  • Confirm the API keys are copied correctly
  • Ensure the API member has the correct security role assigned
3

Proceed

Once connected, click Next to continue to the permission check.

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Step 2: Permissions

MSPortal checks which parts of ConnectWise your API member is allowed to read, and shows the result for each area of data.
1

Review the results

The check runs automatically when you reach this step. Each area of data is listed as either granted or unavailable.Areas marked Required must be granted before you can continue: Companies, Contacts and staff, Tickets, and Boards and statuses. Without these the integration cannot function.Optional areas cover Configurations, Opportunities, Product catalog, Invoices, Agreements, Projects, and Time entries.
2

Grant anything missing

Any area that is not permitted shows the exact ConnectWise security role setting to change, for example Procurement -> Product Catalog (Inquire Level: All).Update the MSPortal security role in System > Security Roles, then come back and click Re-check.
3

Continue

You can continue with optional areas ungranted. Those syncs stay switched off and their toggles are locked on the next step until you grant the permission and re-check.
If a permission is removed later, MSPortal switches off the affected sync and notifies your integration admins rather than retrying against an endpoint it can no longer read.

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Step 3: Sync

Configure what data to sync from ConnectWise and set up company filters.
1

Configure Data Sync Options

Enable or disable the following sync options:
2

Configure Contact Auto-Import

If you want contacts to be automatically imported when companies are added:
  1. Enable Auto-Import to automatically create user accounts for active contacts
  2. Select a Default Role for Imported Contacts (e.g., Viewer)
We recommend choosing a role with minimal permissions if you plan to import all contacts.
3

Configure Company Filters

ConnectWise has additional filtering options for company sync:
4

Configure Ticket Sync Scope

Define which tickets to sync:
When you proceed to the next step, data sync will begin in the background. This may take a few minutes depending on the amount of data in your ConnectWise instance.Syncs are automatically deduplicated - if you navigate back and forth between steps, the same sync will not run multiple times within a 2-minute window.
5

Proceed

Click Next to continue to ticket and opportunity configuration.

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Step 4: Configure

Set up ticket status mapping and opportunity defaults.

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Ticket Settings

1

Configure Status Settings

2

Configure Resolution Status Stepper

The Resolution Status Stepper provides a visual indicator of ticket progress. Map your ConnectWise statuses to each stage:
You can map multiple ConnectWise statuses to each stage. The stepper will show the appropriate stage based on the ticket’s current status.
3

Sync Actions

Use these buttons to manage ticket sync:

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Opportunity Settings

1

Configure Opportunity Defaults

Set default values for opportunities created from MSPortal:
Opportunity sync can be enabled or disabled in the Sync step. These settings only apply when opportunity sync is enabled.
2

Proceed

Click Next to continue to the import step.

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Step 5: Import (Optional)

Import users, companies, and locations from ConnectWise. This step is optional - you can skip it and import later from the respective settings pages. The step is organized into Users, Companies, and Locations tabs.
Import members (your MSP staff) from ConnectWise to create user accounts.
  1. Select users from the list to create accounts for
  2. Choose a role for imported users
Client contacts are not imported here. They can be managed via Company settings after companies are imported.

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Complete Setup

Click Complete Setup to finish the wizard. Your ConnectWise Manage integration is now configured!
You can return to the setup wizard at any time by clicking Configure on the ConnectWise Manage integration card. The wizard will resume with your current settings.

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Managing Your Integration

After setup, you can manage your integration from Settings > Integrations:
  • Configure: Re-open the setup wizard to modify settings
  • Resync: Trigger a manual sync of data
  • Sync PSA Data: Refresh configuration data (boards, statuses, types) from ConnectWise
  • Import Configurations: Import device configurations from ConnectWise. The configurations import page lets you map ConnectWise configuration types to MSPortal device types, enable auto-sync, and ignore categories you don’t need. See Import Devices for the full guide.

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Next Steps

After connecting, you can explore related guides:

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Troubleshooting