What The ConnectWise PSA Integration Does in Your PSA - Tips and Tricks
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 finish setting up the connectwise integration in Empath, outlines how the integration works within your PSA, and offers some tips and tricks on how to configure your PSA to get the most out of the current state of the integration.
🚨I highly suggest watching the actual attached LOOM video in addition to reading this article. - Dean (Head of MSP Success)
Key Steps
Accessing the Integrations Tab 0:39
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Log in to your Empath account.
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Navigate to your profile in the upper right corner.
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Select 'Settings'.
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Click on 'Integrations'.
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Expand the dropdown for 'ConnectWise PSA Integration'.
Understanding Admin Access Requirements 1:05
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Ensure you have admin access to view and configure the integration.
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If another admin has set up the integration, you will not see data populated until they log in.
Integration Functionality Overview 1:47
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The integration checks assigned courses weekly (Saturday or Sunday).
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It compares users in Empath with those in ConnectWise using email addresses.
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Tickets are created for assigned content not already in the system for that week.
Setting Up Integration Credentials 2:48
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Fill out the required credentials on the integrations tab.
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Choose whether the integration runs on Saturday or Sunday.
Configuring Ticket Creation Settings 3:12
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Select the service board in ConnectWise where tickets will be created.
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Determine the parent company under which tickets will be generated.
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Set the initial status for new tickets and the status for completed tickets.
Choosing the Right Business Unit 4:04
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Select a service board that aligns with the business unit for tracking training costs.
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Avoid using the professional services board for internal training.
Defining Ticket Statuses 7:05
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Decide on the status for newly created tickets (e.g., 'New').
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Choose a status for completed tickets (e.g., 'Resolved' or 'Completed').
Feedback and Future Updates 8:48
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Note that some fields for ticket customization are not available yet.
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Provide feedback on desired features through the feedback tab.
Assessing Integration Value 9:11
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Evaluate if the integration meets your team's needs.
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If not beneficial, consider waiting for future updates.
Cautionary Notes
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Ensure you have the necessary permissions to access and configure the integration.
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Be aware that some features may not be available until future updates are released.
Tips for Efficiency
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Schedule regular check-ins to assess the effectiveness of the integration.
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Keep documentation updated as new features are released to ensure all team members are informed.