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Connect ConnectWise Manage so Rallied.ai picks up new service tickets via webhook and routes them to the right client’s agent based on the company linked to the ticket.
ConnectWise Manage is configured in MSP Settings → Integrations.

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How to connect

ConnectWise Manage uses API key authentication. You’ll need credentials from your ConnectWise instance before starting.
1

Get your ConnectWise API credentials

In ConnectWise Manage, go to System → Members → API Members and create an API member (or select an existing one). Under that member, create a new API key pair. Note the Public Key and Private Key.
2

Open MSP Integrations

In the Rallied.ai dashboard, navigate to MSP Settings → Integrations.
3

Connect ConnectWise Manage

Find the ConnectWise Manage card and click Connect. A credentials form appears.
4

Enter your credentials

Fill in:
  • ConnectWise URL — your ConnectWise instance URL (e.g. https://na.myconnectwise.net)
  • Company ID — your ConnectWise company identifier
  • Public Key — the public key from the API member
  • Private Key — the private key from the API member
5

Save and confirm

Click Save. Rallied.ai validates the credentials, registers a webhook in ConnectWise, and imports your existing companies as clients. The card shows Connected when complete.
When you first connect ConnectWise, Rallied.ai automatically imports all your ConnectWise companies and creates corresponding client records in the dashboard. New clients are provisioned with an agent automatically.

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Incoming tickets (webhook)

When a new service ticket is created in ConnectWise, ConnectWise sends a webhook notification to Rallied.ai. The agent for the corresponding client wakes up with the ticket details already loaded — summary, priority, contact, and company — and begins diagnosing the issue. If Rallied.ai has generated workflows from your historical ConnectWise tickets (via the learning pipeline), and the new ticket matches a known pattern, the relevant workflow is injected into the agent’s context automatically.

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Sensitive tickets and identity verification

When the ticket is classified as sensitive — for example, a password or MFA reset — and you have a verification provider like Traceless connected, Rallied.ai dispatches an identity verification challenge to the requester before the agent starts work. The agent is paused until the verification resolves, and an internal note is posted on the ticket with the outcome so technicians always see whether the requester approved, denied, or let the request expire.

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Approval channel

When the agent proposes a plan that includes a step requiring technician approval, it adds a note to the ConnectWise ticket describing the proposed actions. Technicians see the note in ConnectWise and reply to approve or deny. The agent monitors replies to that ticket and classifies the intent — approve, deny, or neutral. A neutral reply (such as a general status update) is ignored and forwarded to the agent as a normal message without affecting the approval.

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Tools

ToolDefault policyDescription
connectwise_psa:cw-get-ticketAutoGet full details of a ConnectWise ticket by ID, including status, priority, company, and contact
connectwise_psa:cw-add-ticket-noteAutoAdd a note to a ticket, either internal (visible to techs only) or customer-visible
connectwise_psa:cw-update-ticketApproval neededUpdate ticket fields via PATCH operations — status, priority, assignment, resolution, and more

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Internal vs. customer-visible notes

The cw-add-ticket-note tool supports two visibility modes:
  • Internal (internalFlag: true) — visible only to your technicians. The agent uses this for its own reasoning, audit entries, and status updates.
  • Customer-visible (internalFlag: false) — visible to the end customer. The agent uses this to communicate resolution steps or ask the customer a question.
Both modes default to auto — the agent does not need approval to post notes.

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Learning pipeline

ConnectWise historical tickets can be used to generate resolution workflows. You run the learning pipeline from the command line against your ConnectWise instance, and it analyzes resolved tickets to cluster common issue types and generate draft workflows. Once workflows are promoted to active, they are automatically injected into the agent’s context when a new ticket matches the pattern. See Workflows for details.

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Policies

You can fine-tune ConnectWise tool policies from MSP Settings → Integrations (open the ConnectWise detail page).