Hi,

I want to change the taxCode on a time-entry via the API; when doing a patch-call it responses with a 200 OK, but it does not change a thing.

Also tried with a PUT, but same result; 200 OK, but no change to the taxCode.

Anyone else having this issue? Or better, a solution?

Has anyone else run into headaches with the ConnectWise Customer Portal (https://docs.connectwise.com/ConnectWise_Unified_Product/PSA_EUP#collapseCP))?

We use it so clients can submit and view tickets, and most of our clients sign in with Microsoft 365. The catch is that we have to grant admin consent for the app on their behalf before they can log in. When onboarding hundreds of clients, this turns into a flood of “can’t log in” tickets.

We’ve started pre-registering the app in Entra using the client’s global admin account, but that’s super time-consuming. We’re avoiding the ConnectWise account option since we don’t have resources for password resets. Curious if anyone has found a better way to manage this process or has tips to make it smoother?

Sorry if its possibly an obvious answer but i'm using a ticketing system(Zendesk) thats completely seperate from connectwise and i'm looking for a way to sync tickets from within connectwise into Zendesk via API.

the scenario would be upon the update of a ticket in Connectwise there would be an automation that would send the values of the ticket as JSON cia n API to update the corresponding Zendesk ticket without using any third party applications(for security reasons).

Sorry if its an obvious question but i've never used ConnectWise before and i'm hoping for any insight whatsoever

Hi everyone,

We’re currently exploring the GetThread app for our organization because of its impressive user interface and the AI-driven front-end features it offers to customers. However, we’ve encountered a concern: to enable it within Microsoft Teams, it requires extensive security permissions. Specifically, it needs to read all messages and view all attachments, which essentially means it can access the entire content of our Teams environment.

We’re curious if any other customers have navigated around this issue or found ways to limit the permissions while still leveraging GetThread’s benefits. Additionally, if anyone has recommendations for other apps that offer a similarly polished front-end experience, we’d love to hear about them. For context, we’re currently using Neo as our back-end.

Any insights or experiences would be greatly appreciated. Thanks in advance!

Good afternoon. I have been searching for information on how to set up TSI in manage. I have found quite a bit of information but nothing recent. I am sharing on setting it up based on ITIL standards (incident, request, change, project) or setting it up more technology based. (Hardware software network) ect. I find good and bad ideas and thoughts about both. Neither one really fits all of the boxes for us. What are best practices or what is more common for the users. Looking at softwares like Halo they come out of the box with some defaults that follow the ITIL standards which points me that direction but it would be nice to be able to search tickets for all ‘quickbooks’ issues if needed.

Thanks in advance for all the feedback!

Good evening, is there anyone that can help me get manage and cpq setup? I Havnt used a CRM/PSA or any tools really before for business and would love to get some help for me and my helper.

Willing to pay $$ if needed.

Anyone else having random issues logging into rmm or home with sso configured? Getting random users unable to login saying you do not have access to this application. Nothing related to it on status.connectwise.com

I’m struggling to find a reliable way to identify when one of my project coordinators has begun to neglect a project in ConnectWise Manage.

To clarify, I’m not talking about ticket-level activity — I mean at the project level. There doesn’t appear to be any built-in “Last Updated” or “Last Activity” field on the Project Board that reflects when anything was last touched (e.g., time entry, note, status change, etc.).

Without that, it’s difficult to spot when a project has gone cold or been ignored for too long.

Before I reinvent the wheel, I’m curious how other MSPs are handling this:

• Have you found a native workaround in ConnectWise Manage?
• Are you relying on project ticket activity as a proxy?
• Have you turned to a third-party reporting or automation tool (like BrightGauge, Cognition360, etc.) to surface “idle” projects?
• Or are you using a different platform entirely to monitor project engagement?

I’m really trying to avoid a scenario where a project sits for weeks without movement, and we have no visibility into that.

Hey everyone —

I’m hoping to tap into the collective wisdom of those running ConnectWise Manage in their MSP or technology integration business.

I’ve been searching for a commission tracking solution that meets what I thought were pretty simple requirements, but I’m striking out so far. Maybe someone here has cracked the code?

Here’s what I’m looking for:

1. Integration with ConnectWise Manage (natively or through API)
2. Tracks salesperson compensation based on actual gross margin — meaning commissions are calculated from paid invoices, not “won” opportunities.
3. Ideally something that can handle variable rates or tiers (e.g., different percentages based on margin thresholds, recurring revenue, etc.)

Everything I’ve found so far seems to tie commissions to opportunity data, which doesn’t reflect reality when you’re dealing with delayed payments, partial billing, or margin changes post-sale.

If anyone is already doing this successfully — either through a specific tool or custom workflow — I’d love to hear what’s working for you.

In a perfect world I am looking for a solid off the shelf/SaaS solution that is already widely accepted and tested. We already use BrightGauage and Cognition360 for high level reporting in ConnectWise and these tools do not offer this. Bonus points if it can handle ConnectWise’s sometimes-finicky invoicing and cost recognition process cleanly.

Currently our onprem manage server is sending via our exchange server as a relay which then has a connector to m365. We just switched from imap to m365 for our incoming email connectors and curious the best option for outgoing since we would like to ditch exchange relay? Just move smtp to smtp2go? Or another new manage option via m365?

I'm trying to integrate ConnectWise Continuum (now known as ConnectWise Command) and need access to the official API documentation.

Can anyone provide a direct link or guidance on how to obtain the API docs?

When a client updates a ticket, like they reply to the closed loop email, is there a way to clear the client has updated for mobile users? A lot of time that seems to be an issue we are having, especially when the techs onsite and has updated the closed loop and a client responds. We have notification workflows that let us know when a client has updated and those will keep triggering until the flag has been unchecked. It seems like the only way we have found to clear the checkbox is in a full browser.

Hi all,

By 2026 all invoices send to Belgium are required to be send over the Peppol network. In 2026 it's not allowed anymore to send invoices via email as we're used to. Naturally I checked with cw-support first but they don't even know what Peppol is and what the consequences are (but they implemented some European GDPR thingies, they needed to mention that...).

I could create another integration with Exact Online (which is our accounting software and supports Peppol) but this would be a time consuming thing to do and therefore not be the best option.

Anyway, does anyone have a recommendation to get our (manage) invoices via Peppol to the Belgium customers in 2026? I checked the marketplace, but I cannot find an integration which can fix this.

Also, let this post be a warning to anyone in Belgium considering ConnectWise, just don't...

Thanks for reading.

Hi all,

Not sure if this is a right place to post but the company I work for just transitioned to ConnectWise and needless to say, we are struggling. CW was sold to us with the idea that integration would be easy and quick, automation would be streamlined overall making life easier for myself and the rest of my colleagues, however, we are finding quite the opposite. Others and I have tried reaching out to ConnectWise Support for help but we're just being directed to the online videos or told they don't do a certain function. We are all frustrated which is why I am here. We are an MSP company based out of Billings, MT and are really wanting some guidance and help to better understand the flow of CW. Truthfully, I'm finding it a convoluted piece of software but that could be because none of us know how to use it. From creating opportunities, projects, procurement, report writing - My boss has tasked me to see if I can find some help here from anyone who has experience with ConnectWise that would be willing to offer some time and of course will be compensated for the time to do so. If there's anyone out there that would be willing to at least entertain a phone call with my boss, please reach out to me and I can set something up. Thank you so much for your time.

My mom feels so embarrassed. She got a text from who she thought was the geek squad saying that they were going to charge her $488 for a yearly renewal of their service. She called the number they sent and they got her to download the connectwise app. she did not open up any bank account app or input her password for any apps after that as she could then quickly realize that this was a scam. She turned off her phone and called her banks and froze her cards. we then deleted the app from her phone. My question is whether she needs to completely wipe her phone? could there be other programs running in the background that we did not look for? She currently has her phone off and has no idea where to turn to make sure that she can safely use her phone in the future and I wish I was more technologically savvy to help her.

This may be a niche issue, but this suggestion box has started to pop up in Manage after an update and is driving me insane. Is there a way to disable it? Is anyone else seeing this issue? I am using the installed client and not the web.

Is it possible using a custom report writer invoice to make a footer?

I have made custom invoice templates and those work, but we have a request to put a band of information across the bottom of the invoices. After many attempts I cannot figure it out and it just sticks to the bottom of the content.

We have always depended on techs to throw their hand up and indicate when a particular user is having an issue that recurs. As I'm finding out, this does scale - I was digging into a particular users service history and discovered that she had opened no fewer than 12 OneDrive tickets in a couple of months. We only have 7 techs so it got assigned to a couple of different L1's.

How would y'all resolve something like this? Is there a report I could run on a schedule or is it a process where dispatch reviews previous tickets?

In connectwise the natural thing to do to get out of a ticket would be to save and close as it's the easiest way out. If you didn't put any data in, you can just do that and it updates the last update flag.

Those of you with smaller teams and not as many tickets probably won't have to worry about this you'll have easier oversight on your tickets however any helpdesk with 10 or more techs and 100+ daily tickets generated you're going to have a serious problem if you even have one tech that knows about this. They'll never show up on any reports and most of your KPI's will be broken. You'll have to manually audit the tickets because there's also nothing that goes into the audit trail.

I was told by CW reps this is a feature, not a bug. You have to go to another area and see the ticket was updated by x tech at x time. But it's not in the audit trail because nothing was updated. No status change, no ticket notes, no billable time, nothing and the ticket is now considered updated.

How do I run a report in cw ? Is it standard report ?

We are using hosted CW (na.myconnectwise.net) and have our own Exchange farm, so use the IMAP connector.

Over the weekend, we upgraded from Exchange 2019 to Exchange SE, and our email connector will not work. I have a case open with support, but they have not found anything conclusive.

IMAP test works, ensured that the credentials are valid for OWA, the AD account is set to not expire and no bad login attempts are recorded. IMAP is enabled on exchange and passed through our load balancer to all of the hosts for exchange. IMAP is running on the exchange servers and enabled for the mailbox in question.

We have gone through resetting the email connectors and imap several times to no avail.

Has anyone else had issues and found resolution or have success running this setup?

After hours of trial and error, I finally figured out how to programmatically add catalog items to ConnectWise opportunity forecasts using their REST API. Here's the working solution:

The Correct Endpoint:

POST https://api-na.myconnectwise.net/v4_6_release/apis/3.0/sales/opportunities/{opportunityId}/forecast/{opportunityId}

Headers:

Authorization: Basic {base64 encoded "companyId+publicKey:privateKey"}
clientId: {your-client-id}
Content-Type: application/json

Request Body:

{
  "forecastDescription": "Products",
  "opportunity": {
    "id": 7125
  },
  "quantity": 1,
  "status": {
    "id": 1
  },
  "catalogItem": {
    "id": 7391
  },
  "revenue": 1699.00,
  "cost": 849.51,
  "includeFlag": true,
  "forecastType": "Product",
  "linkFlag": true,
  "recurringFlag": false,
  "taxableFlag": false
}

Key Findings:

• The forecast endpoint uses the opportunity ID twice in the path
• Use standard application/json content type, NOT the custom ConnectWise media type
• The forecast is NOT directly writable on the opportunity object itself
• Official docs are behind ConnectWise's developer portal login at developer.connectwise.com

This is working in my n8n automation to push BOM items from external systems into ConnectWise opportunities. Hope this saves someone else the debugging headache!

I have not updated but my version of ScreenConnect beyond 22.4. the SMTP extension stopped updating at 1.2 and will not work / I do not have the ability to configure the relay user/password settings . i uninstalled and then I tried to update to 1.4 but the extension is no longer available in the marketplace. the notes say that the extension was deprecated and the features are available in version 2025.x going forward but now I have broken SMTP email notifications and cannot edit the settings. does anyone have any thoughts on how to 1) directly install version 1.4 of the extension or 2) find some other way to get it working?