Skip to content
English
Sign in
Contact us
  • There are no suggestions because the search field is empty.

FAQ: Understanding The Current State Of The ConnectWise PSA Integration

Use this guide to understand how the current ConnectWise PSA integration works in Empath, including ticket creation, time syncing, setup requirements, and known limitations. 12/1/25

Understanding the Current State of the ConnectWise PSA Integration

Summary

The ConnectWise PSA integration in Empath is a minimum viable implementation designed to help MSPs automatically generate weekly training tickets and sync employee time spent on assigned learning. It works by comparing assigned Empath courses to ConnectWise members with matching email addresses, creating new tickets for the upcoming week, and updating the prior week’s tickets with learning hours. The integration is functional but intentionally limited during its early release. More customization and expanded abilities will be added as the integration evolves.

Helpful Links:

  • https://empathmsp.com/herd-help/connectwise-manage-access-requirements
  • https://empathmsp.com/herd-help/understanding-our-connectwise-integration-faqs-insights-and-tips
  • https://empathmsp.com/herd-help/what-the-connectwise-psa-integration-does-in-your-psa-tips-and-tricks

How the Integration Works Today

1. Setup Requirements

  • You must be an Empath Administrator to configure the integration.

  • Managers can see that an integration exists, but only the admin who set it up will see the saved key fields populated.

  • You must create a ConnectWise API member using the permissions listed in the dedicated security role KB.

  • You must fill in:

    • Public and private API keys

    • URL

    • Company name

    • Integration scheduling preferences

2. Weekly Ticket Creation and Time Sync

Once configured, Empath will:

  1. Once per week (Saturday or Sunday, depending on your setting)
    Check all assigned Empath courses for all users.

  2. Match employees
    Empath will only attach time or create tickets for users whose email address in Empath exactly matches their ConnectWise member email.

  3. Create a new ticket for each assigned course

    • Tickets are created on the board and company you selected in the integration setup.

    • Each ticket is assigned the initial status you configured.

  4. Append time to the previous week's ticket

    • If the ticket still exists, Empath adds the tracked learning time to it.

    • Empath also places a direct link to the user’s assignment in Empath inside the ticket notes to make navigation easier.

  5. Update ticket status when complete

    • When a user completes a course, the ticket is marked with your chosen “completed” status (for example, Resolved or Completed).

3. What You Can Configure Today

  • Day of the week the sync runs

  • ConnectWise board

  • ConnectWise company

  • Initial status for a newly created training ticket

  • Status to use when Empath considers a training ticket complete

4. What You Cannot Configure Yet (Known Limitations)

  • Custom ticket titles or descriptions

  • Custom note formatting

  • Selecting specific courses to sync

  • Per course or per employee scheduling

  • Pulling historical Learn time

  • Integrating with multiple CW companies in one tenant

  • Syncing for unassigned training

  • Overriding per-member behavior

These customization features are planned for future iterations of the integration.

Key Behavioral Notes and Best Practices

Matching Email Addresses Is Critical

If the email in Empath does not match the email on the ConnectWise member profile, the integration cannot map learning time correctly.

Your Board Selection Matters

Choose a board whose business unit aligns with how your MSP accounts for internal training time.
Examples:

  • Internal

  • Admin

  • Non-Billable Training

Using an unrelated business unit can cause reporting and accounting inconsistencies.

The Integration Is Optional

If the current functionality does not meet your team’s workflow needs, you are not required to enable it. You can still use Empath with manual training ticket workflows, which we can help you build.

Frequently Asked Questions

Does the integration create tickets for unassigned courses?

No. Only assigned courses generate tickets or time sync entries.

What happens if we change ConnectWise member emails?

Empath will not match the records. Update the email in Empath or in Manage so both systems match.

Why do other admins not see the configuration details?

The API key fields are intentionally restricted to the admin who created the integration for security reasons.

Why is the integration limited in what it can customize?

Because this is a minimum viable implementation. Expanded ticketing customization and additional ConnectWise features will be released over time.