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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.
PermissionAddEditDeleteInquire
Company MaintenanceAllNoneNoneAll
Company/Contact Group MaintenanceAllAllNoneAll
ConfigurationsAllAllNoneAll
ContactsAllAllNoneAll
CRM / Sales ActivitiesAllAllNoneAll
Manage AttachmentsAllAllNoneAll
NotesAllNoneNoneAll
ReportsAllAllNoneAll
SurveysAllAllNoneAll
Team MembersAllNoneNoneAll
PermissionAddEditDeleteInquire
Agreement InvoicingAllNoneNoneAll
AgreementsAllAllNoneAll
Billing View TimeAllNoneNoneAll
Invoice ApprovalAllNoneNoneAll
InvoicingAllNoneNoneAll
ReportsAllAllNoneAll
PermissionAddEditDeleteInquire
Inventory AdjustmentsNoneNoneNoneAll
Inventory TransfersNoneNoneNoneAll
Product Billable OptionNoneNoneNoneAll
Product CatalogAllAllNoneAll
ProductsAllAllNoneAll
Purchase OrdersAllAllNoneAll
Purchasing ApprovalsAllAllNoneAll
Purchasing DemandAllAllNoneAll
Serial Number SearchNoneNoneNoneAll
PermissionAddEditDeleteInquire
Project FinanceNoneNoneNoneAll
Project HeadersNoneNoneNoneAll
Project NotesNoneNoneNoneAll
Project PhaseNoneNoneNoneAll
Project ProductNoneNoneNoneAll
Project ReportsNoneNoneNoneAll
Project SchedulingNoneNoneNoneAll
Project TeamsNoneNoneNoneAll
Project Ticket TasksNoneNoneNoneAll
Project TicketsAllAllNoneAll
PermissionAddEditDeleteInquire
Closed OpportunityAllAllAllAll
OpportunityAllAllAllAll
Opportunity FinanceAllAllAllAll
Sales OrdersAllAllNoneAll
PermissionAddEditDeleteInquire
Change ApprovalsAllAllNoneAll
Close Service TicketsAllAllNoneAll
ReportsAllAllNoneAll
Resource SchedulingAllAllNoneAll
Service Ticket - DependenciesAllAllAllAll
Service TicketsAllAllNoneAll
Ticket TemplatesNoneNoneNoneAll
PermissionAddEditDeleteInquire
API ReportAllAllNoneAll
Custom Menu EntryAllAllNoneAll
Data ImportAllAllNoneAll
Member MaintenanceAllAllNoneAll
My CompanyAllAllNoneAll
Report WriterNoneNoneNoneAll
Table SetupAllAllNoneAll
PermissionAddEditDeleteInquire
Time EntryAllAllNoneAll
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 4 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 Configure 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:
FieldDescriptionExample
API URLYour ConnectWise API URLna.myconnectwise.net or eu.myconnectwise.net
Company IDYour company identifier (shown on login screen)YourCompanyID
Public KeyAPI public key from API memberabc123...
Private KeyAPI private key from API memberxyz789...
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 sync configuration.

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Step 2: 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:
OptionDescription
Sync UsersSync member data from ConnectWise
Sync CompaniesSync company data from ConnectWise
Enable Ticket SyncSync service tickets from ConnectWise
Enable Opportunity SyncSync opportunities from ConnectWise
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:
SettingDescription
Skip Inactive CompaniesOnly sync active companies (recommended)
Exclude Company TypesSelect company types to exclude from sync
Exclude Company StatusesSelect company statuses to exclude from sync
Exclude Opportunity TypesSelect opportunity types to exclude from sync
Exclude Project TypesSelect project types to exclude from sync
4

Configure Ticket Sync Scope

Define which tickets to sync:
SettingDescription
Boards to SyncSelect which ConnectWise service boards’ tickets to sync
Exclude StatusesSelect ticket statuses to exclude from 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.
5

Proceed

Click Next to continue to ticket and opportunity configuration.

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Step 3: Configure

Set up ticket status mapping and opportunity defaults.

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Ticket Settings

1

Configure Status Settings

SettingDescription
Closed StatusesSelect statuses that indicate a ticket is closed
Client Comment StatusStatus to set when a client comments on a ticket
2

Configure Resolution Status Stepper

The Resolution Status Stepper provides a visual indicator of ticket progress. Map your ConnectWise statuses to each stage:
StageDescription
NewTickets that are newly created or not yet triaged
TriagedTickets that have been reviewed and categorized
WorkingTickets actively being worked on
WaitingTickets waiting for customer response or external input
ResolvedTickets that have been completed
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:
ActionDescription
Quick SyncTrigger an immediate sync of ticket data
Clear & ResyncDelete all synced tickets and perform a fresh sync (useful after major configuration changes)

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Opportunity Settings

1

Configure Opportunity Defaults

Set default values for opportunities created from MSPortal:
SettingDescription
Default StageThe starting stage for new opportunities
Default StatusThe default status for new opportunities
Default TypeThe default opportunity type
Default ProbabilityStarting win probability for new opportunities
Fallback Sales RepSales rep assigned when the user doesn’t have a ConnectWise account
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 4: Import (Optional)

Import users and companies from ConnectWise. This step is optional - you can skip it and import later from the respective settings pages.
Import members (your MSP staff) from ConnectWise to create user accounts.
  1. Enable Import Users Now
  2. Select users from the list to create accounts for
  3. Choose a default 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

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Next Steps

After connecting, you can configure additional settings:

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Troubleshooting

IssueSolution
Connection test failsVerify API URL format (no https://), Company ID, and API keys are correct
Missing companies after syncCheck if company types or statuses are excluded in sync settings
Permission errorsVerify the API member has the MSPortal security role assigned
Sync not startingEnsure the integration shows “Connected” status before syncing
Tickets from wrong boardsVerify the correct boards are selected in Ticket Sync Scope
Contacts not importingVerify Auto-Import is enabled and a default role is selected in the Sync step