Skip to main content

ConnectWise integration setup guide

Covers the ConnectWise configuration you need to complete before setting up the integration in Support Fusion.

This guide covers the ConnectWise configuration you need to complete before setting up the integration in Support Fusion.

Prerequisites

  • Administrator access to your ConnectWise instance.

  • Familiarity with ConnectWise security roles and API member management.

  • Familiarity with your company and service board configuration.

Step 1: Create a security role

Create a role that defines exactly what Support Fusion can do in ConnectWise, so the integration has the access it needs and nothing more.

  1. Navigate to System > Security Roles and select +.

  2. Set Role ID to SupportFusionIntegration and save to create the role.

  3. With the permissions table now showing, set these module permissions:

    • Companies: Inquire (All) on Company Maintenance, Company/Contact Group Maintenance, Configurations, Contacts, Management, Notes, Team Members, and Tracks; Add, Edit, and Inquire (All) on Manage Attachments.

    • Service Desk: Add, Edit, and Inquire (All) on Service Tickets, Close Service Tickets, and Service Ticket - Dependencies; Edit and Inquire (All) on Merge Tickets; Inquire (All) on SLA Dashboard and Ticket Templates.

    • System: Inquire (All) on Table Setup.

  4. Save the role.

The role is created. Note the Role ID, as you'll assign it to the API member next.

Step 2: Create an API member and generate keys

Create an API member for the integration. API members connect only through the API and can't sign in to the web interface, which keeps the integration's access isolated.

  1. Navigate to System > Members, open the API Members tab, and select Add.

  2. Set Member ID (for example SupportFusion), Member Name Support Fusion Integration, an optional monitored email, and Role ID to the SupportFusionIntegration role from step 1.

  3. Set the system settings: time zone, level (such as Corporate (Level 1)), location, and business unit.

  4. Under service defaults, set Default Board and Restrict Board Access to the service board where tickets are managed.

  5. Save the member, then open the API Keys tab and select Generate.

  6. Copy the Public Key and Private Key and store them securely.

You now have a public and private key pair for Support Fusion.

Important: The private key is shown only once and can't be recovered. If you lose it, generate a new key pair.

Step 3: Find your API URL

ConnectWise routes API calls to a region-specific domain, so Support Fusion needs the one that matches your instance. Check your ConnectWise login URL and use the matching API domain, for example a login at au.myconnectwise.net uses api-au.myconnectwise.net. Enter only the domain, without https:// or any trailing slash.

Next steps

With ConnectWise configured, set up the integration in Support Fusion from Settings: choose ConnectWise, then enter your API URL, company ID, public key, and private key. Save the configuration and test the connection. For the per-relationship settings, see ConnectWise integration.

Troubleshooting

Authentication failed. Check that both keys were copied in full with no extra characters, that the API URL matches your region, and that the API member is active.

Permission denied. Confirm the security role permissions match step 1, that the member is assigned the correct role, and that the service board access is set.

API URL issues. Use only the API domain (for example api-au.myconnectwise.net), with no https://, trailing slash, or extra path.

Board or status access issues. Confirm the member has access to the selected service board, that the board exists and is active, and that statuses are available for it.

Did this answer your question?