ConnectWise PSA tickets on your board the moment a site goes down
The SmartTile ConnectWise PSA integration writes the service ticket against the right company, keeps it current with Internal Analysis notes, and reopens instead of duplicating when the same site fails again.
When the alert sits outside ConnectWise, a dispatcher re-types it.
Company, site, device, start time: every outage starts with someone copying an alert onto the board. SmartTile writes the ticket straight onto the service board you choose, against your customer’s company record, and keeps it current until the site is back.
What your team gets from the ConnectWise PSA integration
Tickets on the board you choose
Board, company, team, type, source and priority are read from your ConnectWise and applied to every ticket.
One ticket per outage
More devices failing at the same site add a note to the open ticket, never a second ticket.
Repeat failures reopen, not duplicate
If the same site fails within 48 hours of closing, the ticket reopens with a note saying why.
Carrier updates without customer emails
SmartTile and CarrierAutomate updates post as Internal Analysis notes, and ConnectWise sends no email for them.
Your technicians’ notes reach the NOC
Carried to the SmartChoice ticket within 5 minutes, and SmartChoice’s journals come back as notes.
You decide who closes it
A restoration note always. The ticket resolves only if you switch auto-resolve on.
What changes on your board
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | Someone opens the board, finds the company and types the ticket. | A service ticket opens with device, site, address, circuit and carrier ticket in the description. |
| More devices fail there | A second and third ticket for one outage. | The open ticket gets a note naming the new devices. |
| It fails again tomorrow | A fresh ticket, with history split in two. | Closed within 48 hours? The same ticket reopens with a note. |
| Your technician writes a note | The NOC never sees it. | Carried to the SmartChoice ticket within 5 minutes. |
| It comes back | Someone remembers to close it. | A restoration note, and a close only if auto-resolve is on. |
Why IT leaders add it to their stack
Ticket history in one place
Repeat outages reopen the same ticket, so history never splits.
REST API 3.0, cloud or on-premise
Works with ConnectWise cloud in any region, or on-premise.
Two switches, both off by default
Nothing is sent until the company switch and the engine switch are both on.
No duplicates, no customer noise
Notes stay internal and repeat failures reopen instead of piling up.
Live with one API member
- 1Create an API member and keysCopy the public and private key. The private key is shown once.
- 2Assign the security roleService ticket add, edit and close, plus read access to companies and settings.
- 3Connect and testFive checks confirm your site, keys, boards, customer company and closed status.
- 4Pick the board and send a testRead your settings, choose the board, and open a test ticket.
Every setting has a help icon that says what it is, where to find it in ConnectWise and what happens if it’s wrong.
Security and control
Learn exactly how it works
The two-page technical overview lists every REST API 3.0 call SmartTile makes, the security role the API member needs, and what each connection check proves. Built for the ConnectWise admin who signs off.
ConnectWise PSA integration FAQs
Will our customers see SmartTile’s notes?
No. SmartTile posts to Internal Analysis by default and tells ConnectWise not to send notifications.
Will tickets close themselves?
Only if you want them to. Auto-resolve is off by default, so recovery adds a note and a person closes the ticket.
Does it work with on-premise ConnectWise?
Yes. It works with ConnectWise cloud in North America, Europe, Australia and South Africa, and with on-premise installs.
How does the ConnectWise PSA integration avoid duplicate tickets?
New devices failing at the same site add a note to the open ticket, and a site that fails again within 48 hours reopens its last ticket.
What permissions does the API member need?
Service ticket add, edit, inquire and close, plus inquire on companies, configurations, contacts and table setup.
Works with the rest of your stack
The ticket your dispatcher would have typed is already on the board
See it on your own ConnectWise board in a 30-minute demo.