Understanding Our ConnectWise Integration: FAQ's, Insights, and Tips
Objective
This guide is effective as of Sept 09, 2025 for the MVP release of our ConnectWise PSA Integration. It will need to be updated as we update our integration and improve its functionality.
This guide outlines the steps to set up the ConnectWise integration within the Empath platform, ensuring proper configuration, answering common questions, and clarifying some insights and tips to avoid frustration with our integration.
Key Steps
Accessing Integration Settings 0:35
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Navigate to the upper right-hand corner of the Empath interface.
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Click on your profile icon.
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Select 'Settings' from the dropdown menu.
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Go to the 'Integrations' tab.
Checking Permissions 0:46
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Ensure you have administrator permissions to access the integrations tab.
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If the tab is not visible, contact your system administrator for access.
Setting Up ConnectWise Integration 0:56
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In the integrations tab, locate 'ConnectWise PSA'.
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Click on the dropdown to expand the integration options.
Configuring API User Permissions 1:11
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Refer to the separate knowledge base article for security roles needed for your API user.
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Generate API keys and set permissions as outlined in the guides provided.
Understanding Integration Limitations 2:41
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Be aware that the integration is currently in a minimum viable state.
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Customization options are limited; you cannot fully customize what the integration does or says.
Email Address Consistency 4:00
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Ensure that the email addresses for your members in ConnectWise and Empath are identical.
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This is crucial for the integration to function correctly, especially for ticket creation.
Cautionary Notes
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Only the primary admin who sets up the integration will see the details filled out in the tab.
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If tickets are not created as expected, check the permissions for the API user in ConnectWise.
Tips for Efficiency
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Regularly check for updates in the knowledge base article regarding the integration.
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Document any changes made to the integration settings for future reference.