ConnectWise Integration

This integration syncs your ConnectWise Manage data: service desk, finance, time tracking, sales, and projects.

What you can sync:

• Service Desk: Tickets, boards, statuses, SLA compliance
• Finance: Invoices, billing items, agreement status
• Time Tracking: Member utilization, work types
• Sales & CRM: Opportunities, activities, company data
• Projects: Phases and task-level details

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Prerequisites

You’ll need:

1. ConnectWise API access: Permissions to create Security Roles and API Members
2. Company ID: Your ConnectWise login company identifier
3. Site URL: Your instance URL (e.g., na.myconnectwise.net)

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Setup instructions

Step 1: Create a security role

Before creating the API member, set up a security role with read-only permissions.

1. Log in to ConnectWise Manage, go to System → Security Roles
2. Click + (New)
3. Set Role ID to Resplendent Data
4. Configure permissions per the Permission Matrix below:
   • Set Add Level, Edit Level, and Delete Level to None for everything
   • Set Inquire Level to All for the modules you want to sync

Step 2: Create an API member

1. Go to System → Members
2. Select the API Members tab
3. Click + to create a new member
4. Fill in:
   • Member ID: ResplendentData
   • Member Name: Resplendent Data
   • Role ID: Select the role from Step 1
5. Click Save
6. Open the API Keys tab and click + to generate a key pair
7. Save your Public Key and Private Key immediately

Caution

The Private Key only shows once. If you lose it, you’ll need to generate a new pair.

Step 3: Connect in Resplendent Data

1. Log in to Resplendent Data
2. Go to Settings → Integrations
3. Click Connect on ConnectWise Manage
4. Enter:
   • ConnectWise Company ID
   • Public API Key
   • Private API Key
   • ConnectWise URL (e.g., na.myconnectwise.net)
5. Click Save and Test

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Permission matrix

For all entries below, set Add, Edit, and Delete to None.

Companies

Function	Inquire Level
Company Maintenance	All
Company/Contact Group Maintenance	All
Configuration - Display Passwords	All
Configurations	All
Contacts	All
CRM/Sales Activities	All
Import Contacts	All
Manage Attachments	All
Management	All
Notes	All
Reports	All
Surveys	All
Team Members	None
Tracks	None
UserCentric	None

Finance

Function	Inquire Level
Accounting Interface	None
Agreement Invoicing	All
Agreement Sales	All
Agreements	All
Asio Subscriptions	None
Billing Rate Maintenance	All
Billing Reconciliation	All
Billing View Time	All
Company Finance	All
Expense Reimbursements	None
Financial Dashboard	All
Invoice Approval	None
Invoicing	All
Reports	All

Procurement

Function	Inquire Level
Inventory Adjustments	None
Inventory Transfers	None
Product Billable Option	All
Product Catalog	All
Products	All
Purchase Orders	None
Purchasing Approvals	None
Purchasing Demand	None
Reports	All
RMA Entry	None
RMA Processing	None

Project

Function	Inquire Level
Close Project Tickets	All
Close Projects	None
Project Contacts	All
Project Finance	All
Project Headers	All
Project Management	All
Project Notes	All
Project Phase	All
Project Product	All
Project Reports	All
Project Scheduling	All
Project Teams	All
Project Templates	All
Project Templates Asio	All
Project Ticket - Dependencies	None
Project Ticket Tasks	All
Project Tickets	All

Sales

Function	Inquire Level
Closed Opportunity	All
Opportunity	All
Opportunity Finance	All
Reports	All
Sales Dashboard	None
Sales Funnel	None
Sales Order Finance	None
Sales Orders	None

Service Desk

Function	Inquire Level
Change Approvals	All
Close Service Tickets	All
CloudConsole	None
ConnectWise Chat	None
ConnectWise Control	None
ITBoost	None
Knowledge Base Approver	None
Knowledge Base Creator	None
Launch Remote Access	None
Merge Tickets	All
Print Service Signoff	All
Reports	None
Resource Reports	All
Resource Scheduling	None
Service Ticket - Dependencies	All
Service Ticket - Finance	None
Service Tickets	All
SLA Dashboard	All
SmileBack	None
Ticket Templates	All

System

Function	Inquire Level
Add Licenses	None
API Reports	All
Chat with ConnectWise Manage Support	None
ConnectWise Manage Labs	None
ConnectWise Next	None
ConnectWise Now	None
Custom Menu Entry	All
Data Import	None
Email Audit	All
List View Export	All
Manage Hosted API	All
Marketplace Sharing	None
Mass Maintenance	All
Member Maintenance	All
Member Maintenance - Finance	All
My Account	All
My Company	All
Report Writer	All
Security Roles	All
System Reports	All
Table Setup	All
Today Links	All

Time & Expense

Function	Inquire Level
Expense Approvals	None
Expense Billable Option	All
Expense Report Entry	All
Reports	All
Stopwatch	None
Time Approval	None
Time Entry	All
Time Entry Billable Option	All

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Sync behavior and refresh rates

Tier-based refresh intervals

Your subscription tier determines the minimum interval between syncs:

Tier	Refresh rate
Free Forever	60 minutes
Starter	15 minutes
Professional / Business / Starship	1 minute

Default sync frequency by dataset

Each ConnectWise dataset has a default sync frequency based on how often the data typically changes:

Dataset	Default Frequency	Notes
Tickets	1 minute	High-volume transactional data
Time Entries	1 minute
Schedules	1 minute	Appointment tracking
Activities	5 minutes	Customer interactions
Opportunities	15 minutes	Sales pipeline
Documents	15 minutes	Document metadata
Contacts	60 minutes	Contact records
Invoices	60 minutes	Billing records
Agreements	60 minutes	Service agreements
Sales Orders	60 minutes	Customer orders
Configurations	60 minutes	Assets and config items
Priorities / SLAs	60 minutes	SLA definitions
Companies Audit Trail	15 minutes	Company-level change history (field updates, attachments, notes, team changes)
Companies	24 hours	Company records
Members	24 hours	Internal users
Boards	24 hours	Service board config
Calendars	24 hours	Calendar settings
Work Roles	24 hours	Role definitions
Work Types	24 hours	Work type classifications
Activity Types	24 hours	Activity type definitions
Configuration Types	24 hours	Config item type definitions
Service Teams	24 hours	Team organization

Note

The actual sync frequency is the greater of your tier’s refresh rate and the dataset’s default frequency. For example, on the Free tier (60-minute refresh), Activities will sync every 60 minutes, not every 5 minutes.

Tip

Many ConnectWise datasets support incremental syncing—we only pull records that changed since the last update. Datasets with a primary key and last-updated column sync incrementally, while others require a full sync each time. This keeps things fast and minimizes API load.

Troubleshooting

• Unauthorized: Check that the API Member is active and the keys are correct
• Missing boards: Verify the Security Role has “Service Board” permissions in the System module
• Rate limiting: Large instances may take several hours for the initial sync. This is normal and prevents slowdowns on your ConnectWise server.

Frequently asked questions

Why is my initial sync taking hours?

Large ConnectWise instances with years of ticket history can take 1-4 hours for the first sync. This is normal. We throttle requests to avoid impacting your ConnectWise server performance. Subsequent syncs are incremental and take seconds.

What permissions does the API member need?

Read-only access (Inquire Level = All) to the modules you want to sync. See the Permission Matrix above. Never grant Add, Edit, or Delete permissions.

Can I sync only specific boards or companies?

Yes. After connecting, use Modified Datasets to filter data. For example, create a Modified Dataset that filters tickets to a specific board or company.

Does Resplendent write back to ConnectWise?

No. The integration is read-only. We never create, update, or delete records in your ConnectWise instance.

How do I rotate API keys?

Generate a new key pair in ConnectWise (System → Members → API Members → API Keys), then update the credentials in Resplendent Data (Settings → Integrations → ConnectWise → Edit).

Related topics

• Data management settings
• Joining PSA and accounting data