Prerequisites
Before you begin, ensure you have:- Admin access to both ConnectWise Manage and MSPortal
- Your ConnectWise company ID
- Access to create API members in ConnectWise
Part 1: Configure ConnectWise
Step 1: Access System Settings
Login to ConnectWise, and navigate to the System menu to begin configuring the integration settings.
Step 2: Create Security Role
Create a security role with the appropriate permissions for MSPortal integration. This role should include:- Service Ticket read/write permissions
- Company read permissions
- Configuration read permissions
- Opportunity read/write permissions (if using opportunity sync)
Step 3: Create API Member
Create an API account named “MSPortal” that will be used for the integration authentication.
Step 4: Configure API Account and Generate Keys
- Select the Role ID you created in Step 2
- Enter your Business Unit and Location
- Click Save
- Navigate to API Keys at the top of the page
- Click the Plus icon to add a new key
- Name it “MSPortal” and click Save
Part 2: Configure MSPortal Integration
Step 5: Access MSPortal Settings
In MSPortal, navigate to Settings, then Integrations to access the integration configuration page.
Step 6: Configure ConnectWise Connection
Click the edit button beside ConnectWise Manage to open the configuration dialog.
Step 7: Enter Connection Details
- Enter your ConnectWise domain (without https:// or trailing slash)
- Example:
yourcompany.connectwise.com
- Example:
- Enter your Company ID (visible on the ConnectWise login screen)
- Paste the Public Key from Step 4
- Paste the Private Key from Step 4
- Click “Test Connection” to verify the setup
- Once you see “Connected” status, click “Connect” to save
Part 3: Configure Sync Settings
Step 8: Access Sync Configuration
Navigate to Settings in MSPortal.
Step 9: Open Sync Configuration
Click “Sync Configuration” to access the synchronization settings.
Step 10-12: Configure Company and Contact Sync
Navigate through the Sync Configuration options to set up:- Company synchronization preferences
- Contact synchronization settings
- Field mapping between MSPortal and ConnectWise
Step 13: Save Sync Configuration
After configuring all sync options, click “Save” to apply the settings.
Part 4: Configure Ticket Settings
Step 14: Access Ticket Settings
Navigate to the Ticket Settings section to configure ticket synchronization.
Step 15: Enable Ticket Sync
Toggle “Enable Ticket Sync” to activate ticket synchronization between MSPortal and ConnectWise.
Step 16: Select Service Boards
Choose which ConnectWise service boards should sync with MSPortal. You can select multiple boards based on your workflow requirements.
Step 17-18: Select other sync settings
Choose specific statuses or types to sync into MSPortal.
Step 19-22: Configure Ticket Default Settings
Configure default settings for tickets created from MSPortal:- Default ticket type (Service, Project, etc.)
- Default ticket subtype
- Default priority level
- Default service location
Step 23: Configure Waiting Status
Select which ConnectWise ticket statuses should be considered “waiting” statuses. This helps MSPortal understand when tickets are awaiting customer response.
Step 24-29: Configure Additional Ticket Settings
Continue configuring ticket settings including:- Closed status mapping
- Resolution status mapping
- Ticket source configuration
- Default technician assignment
- Time entry settings
- Notification preferences
Step 30: Perform Initial Sync
Click “Full Sync” to perform the initial synchronization between MSPortal and ConnectWise.
Step 31: Confirm Full Sync
Click “Delete All & Sync” to clear any existing data and perform a fresh synchronization. This ensures a clean start for the integration. Warning: This will remove all existing synced data in MSPortal and re-sync from ConnectWise.
Step 32: Save Ticket Settings
Click “Save Settings” to apply all ticket configuration settings.
Part 5: Configure Opportunity Settings (Optional)
Step 33: Access Opportunity Settings
Navigate to Opportunity Settings if you want to sync sales opportunities between systems.
Step 34: Configure Default Stage
Select the default opportunity stage for new opportunities created from MSPortal. This determines where new opportunities enter your sales pipeline.
Step 35: Select Opportunity Type
Choose the default opportunity type that best matches your sales process.
Step 36: Select Fallback Sales Rep
Choose a fallback sales representative who will be assigned to opportunities when the primary assignment cannot be determined. This ensures all opportunities have an owner.
Step 37: Configure Additional Opportunity Settings
Set up any additional opportunity configuration options such as:- Probability percentages
- Revenue recognition settings
- Forecast categories
Step 38: Save Opportunity Settings
Click “Save Settings” to finalize the opportunity configuration.
Verification and Testing
After completing the configuration:- Test Ticket Creation: Create a test ticket in MSPortal and verify it appears in ConnectWise
- Test Bidirectional Sync: Update the ticket in ConnectWise and confirm changes appear in MSPortal
- Verify Company/Contact Sync: Check that companies and contacts are properly synchronized
- Monitor Sync Logs: Review integration logs for any errors or warnings
Troubleshooting
Common issues and solutions:- Connection Test Fails: Verify your domain URL, company ID, and API keys are correct
- Tickets Not Syncing: Check that ticket sync is enabled and boards are properly selected
- Missing Data: Ensure the API user has appropriate permissions in ConnectWise
- Sync Delays: Initial sync may take several minutes depending on data volume