An AI agent for the admin around ConnectWise PSA
Someone on the desk still checks each new ticket, chases the engineer who closed one without logging time and builds the client's service report from ConnectWise PSA. An AI agent can take that work on, and the decisions stay with your dispatcher and service desk manager.
New tickets, each client's agreement and SLA, ticket status and owner, and time entries.
A proposed board, type and priority on each ticket, reminders for missing time, status replies, and draft service reports.
What ConnectWise PSA is and who runs it
ConnectWise PSA is professional services automation software made by ConnectWise for managed service providers. An MSP uses it to run tickets, time entries, agreements, projects, procurement and billing in one system.
Day to day a dispatcher or service coordinator, the engineers who log time against tickets, the service desk manager and whoever runs the invoices run it on the service desk. In a small MSP the owner is often several of those.
What an AI agent can do in ConnectWise PSA
New tickets sorted against the agreement
ConnectWise PSA holds each client's agreement and the SLA that goes with it. The agent reads a new ticket, proposes its board, type and priority from your matrix and that agreement, and gives its reason. Major incidents and security incidents go straight to your dispatcher.
Time entries chased before invoicing
ConnectWise PSA bills from time entered against a client, project or task. The agent finds tickets closed with no time and engineers short of their day, and reminds them. Your service desk manager approves the time and rules on what is billable under the agreement.
Status questions answered from the ticket
A client asks whether the fault is logged, who has it and when the engineer is due. The agent answers from the ticket's board, status and owner, and says it is an AI. Anything that changes a client's environment, password resets included, is engineers' work.
Service reports drafted for each client
The agent pulls the period's tickets by board, the SLA results and the time against each agreement for one client, and drafts the monthly service report or quarterly review pack. The account manager writes the recommendations and takes it to the client.
Roles that work in ConnectWise PSA
Helpdesk ticket triage
Reads each new ticket, proposes board, type and priority from your matrix and the client's agreement, and routes it.
Timesheet chasing
Finds closed tickets with no time logged and reminds the engineer before the invoice run.
First-line client support
Answers the routine questions from the ticket record: is it logged, who has it, when is the engineer due.
Management reporting
Drafts each client's service report from the period's tickets by board, SLA results and time against the agreement.
Sectors that run ConnectWise PSA
How the connection is set up
ConnectWise publishes API documentation for PSA on its developer network. An integrator registers with a company email address and ConnectWise approves the application. It names three kinds of integrator, one of them a firm building for its own instance. Which applies to you, and who signs it off, is the first thing settled with you.
The documentation is gated: what an integrator can see depends on the approval ConnectWise gives, product by product. The role is written around what ConnectWise and your licence allow, and the agent is given only the access its jobs use.
Questions owners ask
Does anyone have to register with ConnectWise first?
Yes. ConnectWise keeps its API documentation on a developer network that an integrator registers for with a company email address, and it approves each application. Confirming what that means for your own instance is the first step, before anything is built.
Will the agent close tickets or touch a client's systems?
No. It reads and sorts the ticket record, adds details, drafts replies and chases time. Every fix, every change in a client's environment and the decision to close a ticket stay with your engineers. Each change the agent makes is logged.
We also run ConnectWise RMM and CPQ. Does one role cover them?
Not by default. ConnectWise gives each product its own section of the developer network and its own approval. The roles on this page work on tickets, time and agreements in PSA. Work in another product, such as drafting quotes, is scoped with you as a role of its own.
ConnectWise already sells AI triage. Should we just use that?
Yes, for the triage it covers. ConnectWise sells automated ticket triage inside PSA. An Agent Resource, the AI equivalent of a service desk hire, has its role specified to your matrix and agreements, and it also works beside the ticket, chasing time, answering status questions and drafting service reports.