ConnectWise
Resolve ConnectWise PSA tickets end-to-end and run endpoint remediation through ConnectWise Automate, from one conversation.
Dex connects directly to the ConnectWise stack so it can read and resolve tickets in ConnectWise PSA (Manage) and take remediation action through ConnectWise Automate 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 - while triggering Automate scripts, service restarts, and fixes as part of a resolution. 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
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
- Trigger endpoint remediation through ConnectWise Automate - run scripts, restart services, and push fixes
- Look up companies, contacts, and configurations across the PSA
- 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
- >Restart the Spooler service on that machine through Automate, then close the ticket with notes
- >List open ConnectWise tickets for Contoso on the Service board, critical priority
- >Log 15 minutes of time and a resolution note on ticket 18423
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 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 |
connectwise_automate_remediate | Run ConnectWise Automate scripts, restart services, and push endpoint fixes |
How to configure ConnectWise
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 ConnectWise Automate, create an API token / integrator login Dex will use for remediation, and note the Automate server URL.
- 5In Dex, enable the ConnectWise integration and paste the PSA site URL, Company ID, Public Key, and Private Key, plus the Automate URL and token.
- 6Dex 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
- automate_url
- ConnectWise Automate server URL (for endpoint remediation)
- automate_token
- API token / integrator credential for ConnectWise Automate
Requirements
- •A ConnectWise PSA (Manage) API Member with Public/Private keys
- •A ConnectWise Automate API token or integrator login for remediation actions
- •Site URL and Company ID matching your ConnectWise region/host
- •For MSPs, the integration can be deployed as a global app and scoped per managed customer
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See Dex run ConnectWise
Book a 30-minute walkthrough with our team and see how autonomous IT works in your environment — or get started for free.