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      ConnectWise Integration for Sendmarc

      The integration for Sendmarc into ConnectWise, automates billing and service desk ticketing so MSP's can manage these all within the ConnectWise Manage platform

      Overview

      ConnectWise is a leading PSA platform that our partners use to manage their customers efficiently. ConnectWise offers comprehensive tools for ticketing, project management, time tracking, billing, and automation, helping MSPs and IT professionals streamline operations, improve productivity, and deliver exceptional service to their clients.

      Features

      The integration built into ConnectWise automates billing and service desk ticketing so MSPs can manage these all within ConnectWise. The integration includes the following functionality:

      • Account Mapping: Sync Sendmarc accounts with ConnectWise companies.

      • Product-Package Alignment: Map ConnectWise products to Sendmarc service packages.

      • Automated Billing: Set up agreements to ensure accurate billing for linked products.

      • Service Desk Ticketing: Apply a predefined service desk template where implementation tasks can be created as service desk tickets.

      Enabling the Integration

      Partners can set up the integration within their main partner account.

      This is accessible under the "Integrations" tab of account settings on the partner account.

      Toggle the enable switch for the ConnectWise Integration.

      To establish a connection, you will require the following information:

      Site: This is the URL used by the partner to log in to ConnectWise

      Company ID: The unique identifier of the partner's company

      Public key & private key: ConnectWise uses these two fields for authentication and can be found when generating the API member within ConnectWise

      Once the details above are filled in, you can click the configure button to configure the integration. If the connection fails, an error will be displayed.

      The following includes steps to create an API member within ConnectWise, as well as the API Keys required for the integration:

      Create an API Member: 

      1. Log in to your ConnectWise Manage account.

      2. Navigate to System > Members.

      3. Go to the API Members tab.

      4. Click the + (plus sign) to add a new API Member.

      5. Fill in the required information for the new API member, including:

        • Member ID

        • First Name

        • Last Name

        • Role ID: (typically set to Admin)

      6. Click Save. 

      Note: Ensure the Member you created has Member Access to the Service Board.

      Generate API Keys:

      • Open the newly created API Member record. 

      • Go to the API Keys tab. 

      • Click the + (plus sign) to add new API Keys. 

      • Enter a description for the API keys (e.g., "Integration with Sendmarc application"). 

      • Click Save. 


      Important: The public and private API keys will be displayed. Make sure to copy and securely store both keys, as the private key is only displayed once

      Mapping accounts to companies

      The Companies tab will include the ability to map each Sendmarc account to a company in ConnectWise and an agreement to use for billing.

      On first load, the interface will attempt to auto-map companies to accounts based on the accounts' email addresses. Note, this will still require confirmation from the user to save the mapping

      Mapping packages to products

      The Billing tab includes the ability to map each Sendmarc package (available to the partner) to a ConnectWise product. The linked ConnectWise product is what ConnectWise will use as the line item on the invoice under the agreement selected for the company in the previous step.

      Once the products are all mapped, an initial sync can be run to add the products/packages linked to each account as an addition to the agreement.

      You must create and map all Sendmarc products into Connectwise for a successful integration.

      Note: If the agreement has already been invoiced at the time this occurs, the effective date of the product addition will be the first of the next month; otherwise, it will be the first of the current month.

      Whenever an account undergoes a package change, a request will be sent to ConnectWise to update the product linked to the company for billing purposes.

      Service Tickets

      The service tickets tab includes configuration for submitting Domain tasks as service tickets within ConnectWise to be picked up by implementation engineers.

      Service ticket configuration:

      1. Service Board: This is the board that Sendmarc service tickets will be created under

      2. Ticket Closed Status: ConnectWise supports custom statuses for closed tickets. As a result, this option allows a partner to specify which of the available statuses constitutes the ticket being closed. We can automatically close the ticket once the task is completed and marked as done in the Sendmarc platform.

      3. Priority Mapping: ConnectWise also supports multiple priority states. Sendmarc only supports 4 priority levels with regards to tasks. This option allows a partner to map the priority levels of tasks to the priority statuses in ConnectWise.

      When you are done with the integration, click Save.

      Need Help?

      support@sendmarc.com is standing by to assist!