Actionist·ConnectWise Manage
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ConnectWise Manage

· #399 most-used

Run your MSP service desk from a single PSA agents can actually operate

CRMProductivityProjectsSupportSchedulingAutomation

ConnectWise Manage (now ConnectWise PSA) is the professional services automation platform built for managed service providers — combining service ticketing, project management, time tracking, billing, and client record management in one system. Connect it to Actionist and your agents can create and update tickets, log time entries, sync company and contact records from your CRM, monitor SLA thresholds, attach files to any record, and reach any ConnectWise endpoint via the API Request action — all without a dispatcher or an analyst running manual reports.

Try ConnectWise Manage with ActionistVisit ConnectWise Manage
Average time saved
14 hours
per person · per month
≈ 2 workdays back

Eliminates manual work. Agents eliminate manual ticket creation, client record entry, time logging, leave-based ticket reassignment, and the weekly ConnectWise reporting cycle.

Schedule

What your ConnectWise Manage agent runs on autopilot

A week of scheduled jobs your Actionist agent will execute on your behalf.

28Scheduled jobs
7Agents at work
24/7Always on
Agents
Tue–Thu
Tue
Wed
Thu
7a
8a
9a
10a
11a
12p
1p
2p
3p
4p
5p
6p
Multi-app workflows

ConnectWise Manage × every other app you use

End-to-end automations that span multiple apps — each one a real business outcome.

6Workflows
5Apps spanned
~17 hrsSaved / week
6Personas served
For it support
Featured2 apps

Slack request to ConnectWise ticket in under a minute

When a client posts a request in a shared Slack channel, the agent looks up the company and checks for an existing open ticket before creating a correctly routed new one. The ticket number is posted back to Slack within about a minute. Dispatchers no longer process requests manually, and clients always receive an acknowledgment.

~3 hrs

Time saved for your team — every week, on autopilot

The flow
Trigger·When a client posts a request in a shared Slack channel
Trigger
Step 1
Slack
Detect client request message in shared Slack channel
read
Step 2
C
ConnectWise Manage
Find Company by name to retrieve client ID and SLA tier
read
Step 3
C
ConnectWise Manage
Find Ticket to check for an existing open ticket for this client
write
Step 4
C
ConnectWise Manage
Create Ticket with correct board, priority, company, and summary
write
Step 5
Slack
Reply to the original Slack message with the new ticket number
Result
Create Ticket with correct board, priority, company, and summaryReply to the original Slack message with the new ticket number
The win
Saved per run
5 min
Runs / week
~40×
Clients get a ticket number; dispatchers get a pre-routed queue
Driven byCustomer Support Agent
ROI

Savings

What your team gets back — two angles: what you stop doing manually, and what that's worth.

Without Actionist

What you do manually today

With Actionist

What your agent runs for you

  • Sales
    30 min / week
    Manual client record entry at handoff

    Sales ops manually creates the company and contact in ConnectWise after each deal closes — typically done in a batch at the end of the week, leaving service teams without the record for days.

    Sales Agent
    0 min
    Agent creates client records on deal close

    When a deal closes in HubSpot, the agent creates the company and contact in ConnectWise Manage automatically — service delivery has the client in the PSA before the handoff call.

  • Marketing
    45 min / week
    Manual weekly lead import

    A marketing team member exports the event attendance list, maps fields to ConnectWise, and manually imports contacts each week — a task that slips to Friday afternoon and often skips entirely.

    Marketing Agent
    0 min
    Agent imports event leads to ConnectWise same day

    Marketing-sourced contacts from events and campaigns are created in ConnectWise Manage the same day, linked to existing company records so the service team sees the full relationship immediately.

  • Customer Support
    60 min / week
    Manual ticket creation and routing

    Technicians and dispatchers manually create tickets from alerts and emails, choosing boards and priorities themselves — an error-prone process that mismaps tickets several times per week.

    Customer Support Agent
    0 min
    Agent routes and logs every incoming ticket

    Every alert, email, and Slack request becomes a correctly routed ticket in ConnectWise Manage within about a minute — the right board, the right priority, the right technician, before a human reads it.

  • Human Resources
    30 min / week
    Manual ticket reassignment before leave

    Before going on leave, technicians and managers manually review the open queue, reassign tickets one by one, and hope nothing was missed — a process that takes 30 minutes and is often incomplete.

    Human Resources Agent
    0 min
    Agent reassigns tickets when staff go on leave

    When leave is logged, the agent finds all open tickets for that technician and reassigns them to the cover person with a handoff note — the covering tech gets a Slack list before they start their day.

  • Finance
    45 min / week
    End-of-day time entry from memory

    Technicians are expected to log time in ConnectWise at the end of each day — in practice, entries are missed, estimates are used, and 10-15% of billable time is lost to poor logging hygiene.

    Finance Agent
    0 min
    Agent logs time entries from calendar events

    When a billable calendar event ends, the agent posts the time entry to the matching ConnectWise ticket via the API. Every billable hour is captured the moment the work finishes.

  • Operations
    90 min / week
    Manual weekly ConnectWise reporting

    An operations analyst runs multiple ConnectWise reports each Friday, combines them in a spreadsheet, and emails a summary — a 90-minute task that produces stale data by the time it reaches leadership.

    Operations Agent
    0 min
    Agent delivers a weekly ops health report automatically

    Every Friday, the agent compiles ticket volume, resolution rate, project status, and record health into a Slack report — leadership has a full operational view without anyone running manual ConnectWise reports.

  • Legal
    60 min / week
    Manual SLA audit for regulated clients

    A team member manually pulls SLA reports for flagged clients each week, checks each ticket, and records the findings in a spreadsheet — a 60-minute task that is often skipped when the queue is busy.

    Legal Agent
    0 min
    Agent monitors compliance-sensitive SLAs weekly

    Each Tuesday, the agent checks open tickets for compliance-sensitive clients against SLA thresholds and adds a documented note to any ticket at risk — a paper trail for auditors without any manual effort.

+ 100s of other ConnectWise Manage automations
Average time saved
36 hrs / person / month
Calculator

Calculate what your team saves

Team size
5 people
Hourly rate
$75 / hr
Hours saved / week
18
Hours saved / year
875
Annual ROI
$65,625

Based on ConnectWise Manage's typical team usage — the visible tasks plus a few other automations the agent runs: ~3.5 hrs / person / week of admin work automated.

Connect

How to plug ConnectWise Manage into Actionist

Pick the connection method that suits your environment.

ConnectWise Manage uses a three-part credential: your company ID, a public key, and a private key — all generated inside the API Members section of the platform.

1
Create an API member

In ConnectWise Manage go to System > Members > API Members. Create a new API member with a security role that has the permissions your agent needs (View + Add + Edit on Service, Company, and Project modules).

2
Generate API keys

Open the API member record and go to the API Keys tab. Click Add and generate a new key pair. Copy both the Public Key and the Private Key — the Private Key is only shown once.

3
Paste into Actionist

Enter your Company ID, Public Key, and Private Key in Actionist and click Test connection. Actionist makes a read-only call to confirm the credentials work before any actions run.

Credentials you'll need
Company ID*
Your ConnectWise Manage company ID (e.g. mycompany)
Public Key*
ConnectWise Manage → System → Members → API Members → your member → API Keys → Public Key
Private Key*
ConnectWise Manage → System → Members → API Members → your member → API Keys → Private Key
Actions

12 actions your agent can call

Read and write operations available to your Actionist agent.

Triggers

5 events your agent can react to

Events your agent watches for, and the actions it kicks off in response.

MCP servers

MCP servers that work with ConnectWise Manage

Connect Actionist to MCP servers built for or around this app.

ConnectWise Manage

MCP server for ConnectWise Manage PSA — companies, tickets, projects, time entries, and more.

ConnectWise Automate

MCP server for ConnectWise Automate RMM — computers, clients, alerts, and scripts.

FAQs

Questions about ConnectWise Manage + Actionist

How does Actionist connect to ConnectWise Manage?
Go to the Apps tab, find ConnectWise Manage, and click Connect. The standard path is API key — you will need your ConnectWise Manage company ID, a public key, and a private key. In ConnectWise Manage, go to System > Members > API Members, create a new API member, and generate a key pair. Paste all three values into Actionist and click Test connection. Actionist runs a read-only call to confirm the handshake before any actions run.
What permissions does the Actionist agent need in ConnectWise Manage?
The API member you create in ConnectWise Manage needs security roles that match what your agents will do. For read-only use cases — finding companies, contacts, and tickets — a role with View permissions on Service, Company, and Project modules is sufficient. For write operations — creating tickets, updating companies, adding ticket notes — the role needs Add and Edit permissions on those modules. Create a dedicated API member role so you can scope permissions tightly without exposing billing or procurement data.
Can I connect ConnectWise Manage to other apps in the same workflow?
Yes. ConnectWise Manage is most powerful when paired with the apps your team already uses. Common combinations: create tickets automatically from Slack messages or email alerts; sync company records with HubSpot or Salesforce; post ticket status updates to Slack channels; log time entries when a Google Calendar event ends; generate invoices in QuickBooks when a ConnectWise project hits a billing milestone. Any of Actionist's connected apps can send or receive data alongside ConnectWise Manage in the same agent task.
What are the most common things agents do with ConnectWise Manage?
The four patterns that come up most often: (1) automated ticket creation — converting alerts, emails, or Slack messages into ConnectWise service tickets without manual data entry; (2) client record sync — keeping company and contact records consistent between ConnectWise and your CRM; (3) project status reporting — pulling project milestones and posting weekly progress summaries to Slack or a shared doc; (4) SLA monitoring — checking ticket statuses on a schedule and escalating any ticket approaching its SLA breach window.
How quickly do ConnectWise Manage triggers fire in Actionist?
Triggers in ConnectWise Manage fire within about a minute of the event occurring, because Actionist polls the ConnectWise API on a short cadence. New or updated tickets, new contacts, new project milestones, and new territories will all surface within that window. For truly latency-sensitive workflows — such as critical incident escalation — pair the trigger with a scheduled sweep that checks high-priority tickets every few minutes as a belt-and-suspenders approach.
How do I avoid creating duplicate companies or contacts?
Use the Find Company or Find Contact actions to check for an existing record before using Create Company or Create Contact. The Find actions return the matching record if one exists, so your agent can branch: if found, update the existing record; if not found, create a new one. This prevents duplicate companies or contacts building up when your intake process receives the same client from multiple sources.
Can Actionist set the ticket board, priority, and assigned member when creating a ticket?
Yes. When you create a ticket via Actionist, you can specify the board, status, priority, type, subtype, item, assigned member, company, and contact. This means agents can route tickets correctly from day one — an alert from a monitoring tool becomes a ticket on the correct service board with the right priority and the right technician assigned, without a dispatcher touching it.
Can Actionist access ConnectWise Manage data beyond companies, contacts, and tickets?
The API Request (Beta) action lets you call any ConnectWise Manage REST endpoint that is not yet covered by a dedicated action — time entries, purchase orders, configurations, agreements, invoices, and more. You supply the HTTP method, the endpoint path (e.g. /time/entries), and a JSON body. This makes ConnectWise Manage fully programmable from Actionist even for niche workflows that go beyond the standard action set.