Overview
The ConnectWise PSA integration syncs your service tickets, companies, contacts, and time entries between ConnectWise and Junto. Once connected, your AI agent can view and update tickets, log time, add notes, and access customer information directly from ConnectWise.
What you can do once connected
Automatically sync service tickets as Junto signals
View and update ticket status, priority, and assignments
Add internal notes and time entries to tickets
Access company and contact information from ConnectWise
Receive real-time updates via webhooks when tickets change
Embed Junto as a pod directly inside ConnectWise service tickets
Prerequisites
A ConnectWise PSA account with API access enabled
Admin or Owner role in your Junto organization
A ConnectWise API Member with Public and Private API keys
Getting your ConnectWise API credentials
Log in to your ConnectWise PSA instance
Navigate to System > Members > API Members
Create a new API member (or use an existing one)
Generate an API Key pair — you'll receive a Public Key and Private Key
Copy both keys immediately — the Private Key is only shown once
The API member needs access to: Service Tickets (read/write), Companies & Contacts (read/write), Members (read), Manage Hosted API (for pod setup), and Callbacks (for webhooks).
Step 1: Add your ConnectWise configuration
In Junto, navigate to Settings → Integrations → ConnectWise PSA
Click "Add Configuration"
Fill in the required fields:
Company Identifier — your ConnectWise company ID
Base URL — your ConnectWise API endpoint (e.g.,
https://api-na.myconnectwise.netfor North America)Public API Key — paste from ConnectWise
Private API Key — paste from ConnectWise (encrypted on save)
Click "Create"
Step 2: Test your connection
On the configuration card, click "Test Connection"
Junto validates your credentials against the ConnectWise API
A green badge confirms the connection is healthy
If the test fails with a 401 error, double-check your Company Identifier and API keys. A 403 error means the API member needs additional permissions in ConnectWise.
Step 3: Configure service boards
Service boards determine which tickets Junto will sync.
Click "Configure Boards" on the configuration card
Select which service boards to sync (e.g., "IT Support", "Networking")
Click "Apply Board Selection"
Step 4: Map ticket statuses
After selecting boards, you'll be prompted to map ConnectWise statuses to Junto's status system.
For each selected board, assign each ConnectWise status to one of four Junto statuses:
New — newly created tickets
Active — in-progress tickets
Resolved — completed or awaiting customer response
Closed — fully resolved tickets
Junto will attempt to auto-map statuses based on their names. Review and adjust as needed, then click "Save All Mappings".
Your configuration card will update from "Setup Required" to "Ready to Sync" once boards and status mappings are complete.
Step 5: Set up technician mapping (recommended)
Technician mapping links Junto users to their ConnectWise member accounts, so time entries and notes are properly attributed.
Click "Technician Mapping" on the configuration card
For each Junto user, select their corresponding ConnectWise member from the dropdown
Use "Auto Map" to match by email or name automatically
Click "Save"
Unmapped users can still interact with tickets, but time entries won't be attributed to a specific ConnectWise technician.
Step 6: Perform initial sync
Click "Sync Now" on the configuration card
The initial sync pulls companies, contacts, and tickets from the last 30 days
Subsequent syncs are incremental — only changes since the last sync are pulled
Webhooks are automatically registered for real-time updates going forward
Optional: Set up the ConnectWise Pod
The Junto Pod embeds directly inside ConnectWise service tickets, giving technicians AI assistance without leaving their workflow.
Auto-configuration (recommended)
Enable "Auto-configure pod in ConnectWise" on the configuration card
Junto automatically creates the pod entry in ConnectWise
Manual configuration
If auto-setup isn't available, expand "Manual Setup Instructions" and follow the steps to create a Hosted API entry in ConnectWise with the provided URL and settings.
Per-technician setup
Each technician must enable the pod in their view:
Open any Service Ticket in ConnectWise
Click the + icon to add a pod
Move "Junto" from "Hidden" to "Displayed"
Click "Save"
Using the integration
Once connected and synced, your AI agent can work with ConnectWise data during triage. For example:
"What's the status of ticket #12345?"
"Add a note to the Acme Corp printer issue"
"Log 30 minutes of time against the network outage ticket"
"List all open tickets for Widget Inc"
Troubleshooting
Issue | Solution |
Connection test fails (401) | Verify Company Identifier and API keys are correct |
Connection test fails (403) | API member needs additional permissions in ConnectWise |
Sync won't start | Ensure boards are selected and status mappings are complete |
Time entries not appearing | Check that the technician has a member mapping configured |
Pod not showing in ConnectWise | Each technician must manually add the pod to their Service Ticket view |
Tickets not updating in real-time | Verify the configuration is active — deactivated configs remove webhooks |