ConnectWise PSA Webhook Integration

Connect ConnectWise Manage to Ticket2Doc so technicians can generate an SOP directly from a resolved ticket. ConnectWise is one of three supported PSAs (the others are Syncro and Halo). Ticket2Doc processes one PSA per tenant, selected in Settings.

You’ll also need a documentation provider connected first: see the Hudu or IT Glue integration guide if you haven’t done that yet.

Step-by-Step Configuration

Step 1: Create a Security Role (skip if using an Admin API Member)

If your API Member will use the built-in Admin role, skip to Step 2. Otherwise, create a dedicated role scoped to only what Ticket2Doc needs:

1. Log into ConnectWise Manage as an Administrator.
2. Go to System ➔ Security Roles ➔ New.
3. Name the role Ticket2Doc.
4. Grant these permissions:
   • Service Tickets: Inquire All, Edit All, Add All
   • Service Ticket Dependencies: Inquire All, Edit All, Add All

Step 2: Create an API Member

1. Go to System ➔ Members ➔ API Members.
2. Click New and name the member Ticket2Doc.
3. Set its Security Role to the Ticket2Doc role you just created (or Admin, or any other role with permission to Service Tickets).
4. Open the API Keys tab and click the + button.
5. Fill out a name and save, then immediately copy the generated Public Key and Private Key. The private key is only shown once.
6. Your Company ID is the short identifier you normally use to log into ConnectWise.
7. Go to your Ticket2Doc Portal Settings, select ConnectWise PSA, choose your API region (North America, Europe, Australia, or On-Premise/Custom/Sandbox for a self-hosted or dev instance), then paste your Company ID, Public Key, and Private Key. Click Save Settings.

Webhook registration is automatic. Unlike Syncro and Halo, you don’t need to manually create a webhook. As soon as you save valid ConnectWise credentials, Ticket2Doc registers a Callback in your ConnectWise instance for you. If your API Member doesn’t have permission to manage Callbacks, Ticket2Doc will tell you in Settings and you can create one manually under System ➔ Callbacks: set Type to ticket, URL to your Ticket2Doc webhook endpoint (also shown on the Settings page), and Level to Owner.

Step 3: Create the “Create SOP Draft” Custom Field

1. Go to System ➔ Setup Tables, search for Custom Fields, and select the Service Ticket type.
2. Add a new custom field named exactly Create SOP Draft.
3. Set its type to Checkbox.
4. Save.

Why a checkbox instead of an action? ConnectWise’s Callback fires on any ticket update, not a dedicated trigger. The checkbox is what tells Ticket2Doc a specific ticket is actually ready for an SOP, rather than drafting one on every single change. After a successful run, Ticket2Doc automatically unchecks the box so it doesn’t regenerate the SOP on the ticket’s next update.

How to Trigger SOP Generation on a Ticket

1. Open the ticket in ConnectWise Manage with detailed technician notes on it.
2. Find the Create SOP Draft checkbox (e.g. on the ticket’s Additional Info tab) and check it.
3. Save the ticket. Saving is itself a ticket update, which fires the Callback to Ticket2Doc, no separate status change is required.
4. Within a few seconds, Ticket2Doc fetches the ticket, sanitizes the notes, and posts the SOP to Hudu or IT Glue.
5. Ticket2Doc then logs an internal note back on the ConnectWise ticket containing the link to the generated document, and unchecks the Create SOP Draft box.

If the box is left unchecked, nothing happens: the Callback still fires, but Ticket2Doc sees the field is unchecked and silently ignores the ticket. This lets your team control which tickets become SOPs without every update triggering a document.

Where does the SOP appear?

The generated article is posted directly under the matching Hudu Company or IT Glue Organization (matched by the ticket’s client name in ConnectWise). You can review and edit it from within your documentation platform at any time.