ConnectWise PSA (Manage)
Resolve ConnectWise PSA tickets end-to-end - Dex picks them up, works them, and writes status, notes, and time entries back.
Dex connects directly to ConnectWise PSA (Manage) so it can read and resolve tickets without leaving your existing workflow. Dex picks up new PSA tickets, works them end-to-end, and writes status, notes, resolution details, and time entries back automatically for clean audit trails and SLA tracking. It can also look up companies, contacts, and configurations across the PSA. Pairs with the separate ConnectWise Automate and ConnectWise RMM (Asio) apps for endpoint remediation. Available to all tenants as a one-click install from the Store, and deployable as an MSP global app across managed customers.
What Dex does with ConnectWise PSA (Manage)
Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.
For admins (CoAdmin)
- Sync tickets bidirectionally with ConnectWise PSA - pick up new tickets, work them end-to-end, and write status, notes, and resolution back
- Create, update, and search PSA tickets by company, board, status, and priority
- Log resolution details and time entries back to PSA for audit trails and SLA tracking
- Look up companies, contacts, and configurations across the PSA
- Pair with ConnectWise Automate or ConnectWise RMM (Asio) to remediate endpoints as part of a ticket resolution
- Deploy once as an MSP global app and scope it per managed customer
For employees (self-service)
- Open a ConnectWise PSA ticket for anything Dex can't resolve directly
- Check the status of your own tickets
- Add a note or reply to one of your tickets
- Update or escalate your own ticket
Just ask Dex
Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.
Admin prompts
- >Find the latest open ticket in ConnectWise PSA and resolve it end-to-end
- >Open a PSA ticket for Acme Inc - "Print spooler crashing on the front-desk PC", priority High
- >List open ConnectWise tickets for Contoso on the Service board, critical priority
- >Log 15 minutes of time and a resolution note on ticket 18423
- >Who is the primary contact for the Northwind account?
Employee prompts
- >Open a ticket - my VPN keeps dropping
- >What's the status of my laptop replacement ticket?
- >Add a note to my ticket: still happening after reboot
Policy actions
Every action Dex can take on ConnectWise PSA (Manage) is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.
| Action | What it does |
|---|---|
connectwise_view_tickets | View and search ConnectWise PSA tickets, companies, and contacts |
connectwise_write_tickets | Create and update PSA tickets, notes, status, resolution, and time entries |
How to configure ConnectWise PSA (Manage)
Onboarding takes minutes. Dex validates your credentials before saving them.
Setup steps
- 1In ConnectWise PSA (Manage), go to System > Members > API Members and create an API Member with the appropriate role.
- 2On the API Member, open API Keys and generate a Public Key and Private Key for Dex.
- 3Note your ConnectWise company identifier (Company ID) and your site URL (e.g., https://api-na.myconnectwise.net).
- 4In Dex, enable the ConnectWise integration and paste the PSA site URL, Company ID, Public Key, and Private Key.
- 5Dex validates the credentials with a live call before saving, then you configure policy actions and approval requirements.
Credentials required
- psa_site_url
- ConnectWise PSA (Manage) site/API URL (e.g., https://api-na.myconnectwise.net)
- company_id
- ConnectWise company identifier used at login
- public_key
- Public API Key generated for the API Member
- private_key
- Private API Key generated alongside the Public Key for the same API Member
Requirements
- •A ConnectWise PSA (Manage) API Member with Public/Private keys
- •Site URL and Company ID matching your ConnectWise region/host
- •Endpoint remediation lives in the separate ConnectWise Automate and ConnectWise RMM (Asio) apps
- •For MSPs, the integration can be deployed as a global app and scoped per managed customer
Related integrations
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Monitor and remediate your ConnectWise Automate (LabTech) fleet - computers, patch and AV state, and on-demand commands in plain language.
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ConnectWise RMM (Asio)
Manage ConnectWise RMM endpoints on the Asio platform - devices, patches, and automation tasks across every customer.
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Ticketing & ITSMAutotask
Drive Datto Autotask PSA tickets, companies, contacts, and configuration items from natural-language requests.
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See Dex run ConnectWise PSA (Manage)
Book a 30-minute walkthrough with our team and see how autonomous IT works in your environment — or get started for free.