> For the complete documentation index, see [llms.txt](https://docs.zigiwave.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zigiwave.com/available-systems/connectwise.md). # ConnectWise ### What is ConnectWise integration in ZigiOps? ConnectWise PSA (formerly ConnectWise Manage) is a professional services automation platform widely used by Managed Service Providers (MSPs) and IT service teams. It centralizes service desk operations, ticket management, project tracking, and billing workflows. ZigiOps enables secure, no-code integration between ConnectWise PSA and DevOps, ITSM, and enterprise systems. Using ZigiOps, ConnectWise service tickets, notes, attachments, and custom fields can be synchronized with downstream systems to support service-to-development workflows. With ZigiOps, ConnectWise PSA can: * Sync service tickets bi-directionally with Jira, Azure DevOps, Remedy, ServiceNow, and other DevOps and ITSM systems * Transfer notes, attachments, and custom fields as part of each sync operation * Trigger automatic ticket or work item creation in connected systems * Support MSP service-desk-to-engineering workflows without manual handoffs * Integrate without custom scripts, plugins, or code of any kind ### Which ConnectWise PSA versions are supported? Using a supported version is mandatory. | Product | Supported Deployment Types | Supported Versions | | --------------- | -------------------------- | ------------------ | | ConnectWise PSA | Cloud, On-Premise | 2019.1 or older | ### Are there any environmental prerequisites for ConnectWise PSA? {% hint style="info" %} Confirm the prerequisites of the corresponding integration template before continuing further, as some templates may not require all environmental prerequisites. {% endhint %} See the **Related Templates** section at the end of this page. The following prerequisites apply to ConnectWise PSA integrations: * A ConnectWise PSA instance accessible over HTTPS. * A dedicated ConnectWise PSA user account created for ZigiOps, with the required API permissions for your integration use case. * API access enabled on your ConnectWise PSA instance. * A valid Public Key and Private Key pair generated for the integration user. #### How to generate API Keys in ConnectWise PSA {% stepper %} {% step %} Log in to ConnectWise PSA Log in to your ConnectWise PSA instance with an administrator account. {% endstep %} {% step %} Open API Keys Navigate to **My Account** (top-right user menu) and select **API Keys**. {% endstep %} {% step %} Add a new key pair Click the **Add (+)** button to create a new API key pair. {% endstep %} {% step %} Enter a description Enter a **Description** to identify the key. For example: `ZigiOps Integration`. {% endstep %} {% step %} Save the key pair Click **Save**. The Public Key and Private Key are generated and displayed once. {% endstep %} {% step %} Copy and store the keys securely Copy both values immediately and store them securely. The Private Key is not shown again after you leave the page. {% endstep %} {% endstepper %} ### How do I connect ConnectWise PSA to ZigiOps? #### ConnectWise PSA - Connected System Configuration Follow the steps below to add ConnectWise PSA as a connected system in ZigiOps. {% stepper %} {% step %} Log in to ZigiOps Log in to your ZigiOps instance. {% endstep %} {% step %} Add ConnectWise PSA Navigate to **Connected Systems → Add New System → ConnectWise PSA** and configure the following parameters: * **Server URL** - Input the base URL of your ConnectWise PSA instance. For example: `https://na.myconnectwise.net` * **Company ID** - Input the Company ID associated with your ConnectWise PSA instance. * **Public Key** - Input the Public Key generated in the API Keys section of your ConnectWise PSA account. * **Private Key** - Input the Private Key generated alongside your Public Key. * **Proxy Settings (optional)** - Enable this option if a proxy server is required for outbound communication. {% endstep %} {% step %} Review the configuration {% endstep %} {% step %} Save the system Click **Save** to store the connected system. {% endstep %} {% endstepper %} Once saved, ConnectWise PSA becomes available for use in ZigiOps integration templates. ### What are the most common ConnectWise PSA integration use cases? #### Use case 1: Syncing ConnectWise PSA service tickets with Jira ZigiOps monitors ConnectWise PSA for new and updated service tickets. When a qualifying ticket is detected, it is extracted, including summary, status, priority, company, contact, site, owner, notes, attachments, and custom fields, and a corresponding Jira issue is created or updated automatically. All required and optional Jira fields are populated. Changes in Jira flow back to ConnectWise PSA in real time, keeping both teams working from current data. #### Use case 2: Syncing ConnectWise PSA service tickets with Azure DevOps ZigiOps monitors ConnectWise PSA for new and updated service tickets. Each qualifying ticket is extracted with full field coverage and a corresponding Azure DevOps work item is created or updated automatically. Updates made in Azure DevOps flow back to ConnectWise PSA in real time. This is a recommended workflow for MSPs managing development pipelines alongside customer service operations. #### Use case 3: Automating service-desk-to-engineering handoffs By integrating ConnectWise PSA with DevOps tools via ZigiOps, service desk and engineering teams stay aligned without switching systems. Ticket context, notes, and attachments travel automatically, eliminating duplicate data entry and reducing the risk of errors introduced by manual processes. ### What entities does ZigiOps support for ConnectWise PSA? The following entities are supported in ConnectWise PSA integrations: | Entity | Description | | ------------------- | ------------------------------------------------------------------------------------ | | Service Tickets | Incidents, requests, and service tickets managed in ConnectWise PSA. | | Notes | Internal and external notes attached to service tickets. | | Attachments | File attachments linked to tickets, transferred as part of the sync. | | Custom Fields | All standard and custom fields, detected automatically via dynamic schema discovery. | | Status | Ticket status values, mapped to corresponding statuses in the target system. | | Priority | Priority levels, mapped and transformed as needed across integrated systems. | | Company and Contact | Company and contact information associated with each ticket record. | | Site and Owner | Site location and ticket owner fields, included in full-record sync operations. | ### What integration templates are available for ConnectWise PSA? ZigiOps provides prebuilt integration templates for ConnectWise PSA, depending on the target system and use case. ZigiOps integration templates for ConnectWise are available depending on the paired system. Contact for detailed template availability. #### Related Templates | Template | Description | | ------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- | | ConnectWise PSA to Jira | Bi-directional sync of ConnectWise service tickets and Jira issues, including notes, attachments, and custom fields. | | ConnectWise PSA to Azure DevOps | Bi-directional sync of ConnectWise service tickets and Azure DevOps work items, including notes, attachments, and custom fields. | Each template includes: * Predefined entity and field mappings * Direction of synchronization * Entity-specific logic and filtering rules Templates are documented individually in the Integration Catalog. ### Summary The ConnectWise PSA integration in ZigiOps provides: * Secure, no-code integration with ConnectWise PSA service desk workflows * Support for ConnectWise PSA versions up to and including 2019.1 * Support for both cloud and on-premise ConnectWise PSA deployments * API-based authentication using Company ID, Public Key, and Private Key * Bi-directional sync of tickets, notes, attachments, and custom fields * Dynamic schema discovery for automatic custom field detection * Flexible proxy support * Ready-to-use templates for Jira and Azure DevOps workflows --- # Agent Instructions This documentation is published with GitBook. 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