This guide walks you through connecting ConnectWise Manage to Super IT. The integration syncs companies, contacts, and tickets so your team can work in Super IT while staying aligned with ConnectWise.

Step 1: Gather ConnectWise Information

Before starting the Super IT connection, collect these values from your ConnectWise environment:

Required Information

• Company ID: Your ConnectWise company identifier used at sign-in
• API URL: Your ConnectWise host or base URL
• Public Key: API public key for authentication
• Private Key: API private key for authentication

Finding These Values

Company ID - Use the same company identifier shown on your ConnectWise login screen

API URL - Use the ConnectWise host or base URL your team signs into - Examples: https://na.myconnectwise.net or your hosted/on-prem ConnectWise URL - Do not include extra paths such as /v4_6_release

Step 2: Create a Security Role for Super IT

Create a dedicated security role for the API member. Follow a least-privilege approach to providing access.

1. In ConnectWise, go to System -> Security Roles
2. Click + to create a new role
3. Enter a name such as Super IT API
4. Save the role
5. For all modules not listed below, leave access set to None

Recommended Permissions

Use these permissions as the starting point for Super IT:

Notes on These Permissions

• Company Maintenance allows Super IT to read company records
• Contacts allows Super IT to read related contacts and support contact-linked workflows
• Service Tickets and Close Service Tickets allow ticket sync and status updates
• Table Setup is commonly required to read boards, statuses, and callback-related settings

Table Setup Customization

Some ConnectWise versions show a customize link next to System -> Table Setup.

• If your UI exposes this option, keep access focused on company, service board, status, and other service-desk-related setup values where possible
• If you are unsure, leave the role at the module-level settings above, test the integration, and tighten it later if needed

Step 3: Create the API Member

1. Go to System -> Members
2. Open the API Members tab
3. Click + to create a new API member
4. Complete the required fields:
5. Member ID: superit or similar
6. Member Name: Super IT Integration
7. Role ID: the security role you created in Step 2
8. Fill in the other required fields based on your ConnectWise defaults
9. Save the API member

API Member Tips

• Use a dedicated API member instead of a personal user account
• Give the member access broad enough to see the companies and tickets you want to sync
• If you restrict the member by territory, board, or business unit, those restrictions can limit what Super IT can import

Step 4: Generate API Keys

1. Open the API member you just created
2. Go to the API Keys tab
3. Click + to create a new key pair
4. Enter a description such as Super IT
5. Save the key
6. Copy the Public Key and Private Key immediately

Step 5: Configure the Connection in Super IT

Add the ConnectWise Connection

1. Log into Super IT as a manager team member
2. Navigate to PSA -> Connections
3. Click Add Connection -> ConnectWise

1. Enter the connection details:

Connection Name: Descriptive name such as ConnectWise
Company ID: Your ConnectWise company ID
API URL: Your ConnectWise base URL
Public Key: API public key from ConnectWise
Private Key: API private key from ConnectWise

Test the Connection

1. Click Continue to Test
2. Confirm the test succeeds:
3. ✅ Authentication successful
4. ✅ API access confirmed
5. ✅ Company information retrieved
6. Fix any errors before saving

Save the Connection

1. Click Save Connection
2. Verify the connection appears in the PSA connections list
3. Confirm the status shows as active or connected

Step 6: Run the Initial Sync

Sync Companies

1. Open the ConnectWise connection in Super IT
2. Click Sync Companies
3. Wait for the first sync to finish

Verify Company Data

1. Open the Companies tab in the connection
2. Confirm expected companies appear
3. Spot-check names and contact details

Sync Tickets

1. Click Sync Tickets
2. Monitor progress for the initial import
3. Expect larger environments to take longer on the first run

Step 7: Configure Webhooks

Webhooks are recommended because they reduce sync delay and keep ticket changes moving into Super IT faster.

Enable Webhooks in Super IT

1. Open the ConnectWise connection settings in Super IT
2. Enable Webhook Integration
3. Copy the Webhook URL
4. Note the Webhook Secret if Super IT provides one

Create the Callback in ConnectWise

ConnectWise callback screens vary a bit by version, but the most common path is through setup tables.

1. In ConnectWise, go to System -> Setup Tables
2. Search for Callbacks and open it
3. Create a new callback
4. Use the Super IT webhook details and configure the callback as closely as your ConnectWise version allows:
5. Description: Super IT Ticket Webhook
6. URL: Webhook URL from Super IT
7. Object Type / Type: Ticket or Service Ticket
8. Member: your Super IT API member, if shown
9. Level: use the broadest ticket level available that matches your sync scope
10. Save the callback

Callback Notes

• Some ConnectWise versions also show saved callbacks under the API member after creation
• If ConnectWise validates the endpoint, the webhook URL must be publicly reachable over HTTPS
• If callback creation fails, re-check System -> Table Setup access for the API role

Test Webhook Delivery

1. Create or update a test ticket in ConnectWise
2. Check Super IT webhook logs or recent activity
3. Confirm the change appears in Super IT shortly after the update

Step 8: Verify the Integration

Check Sync Status

1. Companies: Confirm expected companies are present
2. Contacts: Spot-check a few synced contacts
3. Tickets: Confirm recent tickets appear with expected data
4. Sync Logs: Review any warnings or errors

Test Ticket Operations

1. Open a ConnectWise ticket in Super IT
2. Change a status in Super IT and confirm it syncs back
3. Update a ticket in ConnectWise and confirm Super IT receives the change

Test AI Integration

1. Start a Sparky conversation about a synced ConnectWise ticket
2. Verify ticket context is available
3. Confirm ticket updates still follow your ConnectWise workflow rules

Step 9: Configure Company-Team Links

Link ConnectWise companies to Super IT teams so tickets route correctly.

1. Navigate to Company Management in the connection
2. Link each company to the correct Managed Team
3. Configure service board and status mappings as needed

Detailed instructions: Company Management Guide

What to Expect

Sync Performance

• Initial company sync: Usually a few minutes
• Initial ticket sync: Can range from minutes to much longer in larger environments
• Ongoing sync: Faster with webhooks enabled

Data Handling

• Companies and contacts: Synced from ConnectWise into Super IT
• Tickets: Imported and kept aligned with ongoing updates
• Attachments: May remain referenced in ConnectWise rather than fully synced

Team Experience

• ConnectWise tickets appear in Super IT team views
• Sparky can use ConnectWise ticket context
• Ticket updates stay aligned between both systems

Next Steps

1. Configure company-team links for routing
2. Set up field mapping for status and workflow alignment
3. Review security settings for credential handling and rotation

Getting Help

Common Issues

• Connection failures: Re-check company ID, URL, and key values
• Missing data: Review API member scope and security role permissions
• Webhook issues: Confirm callback setup and public HTTPS reachability

Support Resources

• ConnectWise troubleshooting guide
• Field mapping documentation
• Super IT support team for integration assistance

Connection successful? Continue with Company Management to configure routing, or review Field Mapping for workflow setup.