ConnectWise PSA
Tickets, agreements, and the pipeline — queryable, and just writable enough.
Your PSA holds the business half of the story: the service queue, who's under which agreement, what's billed, and what's in the pipeline. Connect it and a session answers across all of it — and can take exactly three actions on your behalf: create a ticket, update a ticket, add a note.
The story
What changes once it’s connected.
The RMM tells you a machine is down. The PSA tells you whose machine it is, what they pay you, who to call, and whether anyone has already opened a ticket about it. That second half is the part that usually costs you a console, three saved views, and a colleague who knows where the report lives. Connect PSA here and it answers in plain English instead — the open queue by board and age, the unassigned pile, notes and logged time on any ticket, and the boards, statuses, and priorities that shape all of it.
The coverage runs past the service desk. Companies with their contacts and sites; agreements with their line-item additions and invoices with their balances; projects with their phases; opportunities, sales activities, and time entries across the whole instance; members, instance version, and who the session is signed in as. Configurations are in there too — the PSA's own asset records, which are the cleanest way to tie an RMM endpoint back to the company that pays for it, matching on serial number first and device name second.
The write surface is three tools, and naming them is the whole disclosure: create a ticket, update a ticket, add a note. Everything else is a read. There is no path to void an invoice, edit an agreement, delete a ticket, or adjust a time entry — those tools were never built, so the boundary is structural rather than a permission someone could widen by accident.
Things you can ask
Ask it like you’d ask a teammate.
Skills included
Every skill, in the open.
35 skills across 8 areas
Read across the PSA, with exactly three writes — create_ticket, update_ticket, and add_ticket_note. Nothing else can change anything: no invoice, agreement, company, configuration, project, or time entry can be created, edited, or deleted.
Service desk8Tickets — searchable and countable — with their notes and logged time, plus the boards, statuses, and priorities that shape the queue.⊘ These are reads. Changing a ticket happens through the three service-desk writes, and nothing here can close, assign, or delete one.›
search_ticketsFind tickets by anything the PSA tracks — board, status, owner, company, age, last touch — and get the trimmed row back.count_ticketsAnswer 'how many' exactly and in one call, instead of paging 200 tickets at a time across every board and adding them up.get_ticketOpen one ticket in full — every field on the record, not the trimmed search row.get_ticket_notesThe whole conversation on a ticket — discussion, internal analysis, and resolution notes, newest first.get_ticket_time_entriesEvery hour charged to a ticket, service or project, with who logged it and whether it was billable.list_boardsThe service boards this instance actually runs, including which ones are retired and which are project boards.list_board_statusesThe status ladder configured on one board — the real names your techs pick from, and which of them count as closed.list_prioritiesThe priority scheme in use, in sort order, so 'urgent' means what your instance says it means.
Companies & contacts5Companies, their contacts, and their sites — who you serve, where they are, and how to reach them.›
search_companiesSearch the client list by name, status, type, or territory — the roster, filterable.get_companyEverything the PSA holds on one company, beyond the columns a search returns.search_contactsFind people by name or company — and reach their email addresses, which the PSA files under communication items rather than a plain field.get_contactOne person's complete record — title, numbers, and every way of contacting them on file.list_company_sitesThe physical sites under a company — addresses, phone numbers, and which one is the primary.
Finance5Agreements and the line items on them, and invoices with their balances — what's billed, to whom, under which agreement.⊘ Read-only. It cannot create or void an invoice, change an agreement, add or cancel an addition, or post a payment.›
search_agreementsFind agreements by company, type, dates, or cancelled state — the contracts behind the recurring revenue.get_agreementOne agreement in full — the terms behind the billing line, not just its name and amount.list_agreement_additionsThe line items on an agreement: each product, its quantity, unit price and cost, and when it started or was cancelled.search_invoicesSearch invoices by company, date, status, or balance — the direct route to what's still outstanding.get_invoicePull a single invoice end to end when the summary row leaves a question open.
Sales & time4Opportunities and the activities against them, plus every time entry logged across the instance.›
search_time_entriesQuery logged time across the whole PSA — by tech, company, work type, or date range — for utilization and billing questions.search_opportunitiesThe pipeline, filterable: stage, status, expected close date, probability, and whose deal it is.get_opportunityExpand one deal to its full record — where it sits, what it's worth, and who owns it.list_activitiesThe sales activities logged against a deal, contact, or ticket — calls, meetings, and follow-ups, with who they're assigned to.
Members & system4Your technicians and users, the instance itself, and what this connection is signed in as.›
list_membersThe staff roster — technicians and users with their identifiers and emails, active and inactive alike.get_memberOne technician's full member record.system_infoWhich PSA version you're on and whether it's cloud or on-premise — and, incidentally, the fastest proof the credentials still work.whoamiThe session's own identity and granted scopes, answered locally without calling the PSA at all.
Configurations3The PSA's asset records — managed devices, servers, network gear, licenses — and the types they're filed under.⊘ Reads asset records only; it cannot add, retire, or edit a configuration, or change what it's attached to.›
search_configurationsSearch the asset records by company, name, serial, type, or status — and, in practice, the way to tie an RMM endpoint back to its PSA company, matching on serial number first and device name second.get_configurationDrill into one asset: hardware and OS detail, its company, site, and assigned contact, and the configuration questions answered against it.list_configuration_typesThe configuration types this tenant actually uses — Managed Workstation, Server, Firewall — so a search filters on names that exist here.
Projects3Projects and their phases — the planned work that lives outside the service queue.›
search_projectsFind projects by status, company, manager, or dates — what's in flight and how far along it claims to be.get_projectThe complete project record: dates planned and actual, manager, status, and percent complete.list_project_phasesThe phases inside a project, with budgeted hours against actual — where a project is really slipping.
Service-desk writes3The entire write surface, in three tools. A session can raise a ticket, move it, and put a note on it — and that's the list.⊘ It cannot delete a ticket, log or edit time against one, change the company on it, or touch anything outside the service desk — no invoice, agreement, contact, configuration, or project is writable.✎ Writes: Creates service tickets (summary, board, company, and an opening description); updates an existing ticket's summary, status, owner, priority, or board; adds a customer-visible discussion note or an internal-analysis note.›
create_ticketRaise a new service ticket against a company and board, with an opening description, straight from the conversation you're already having.update_ticketChange an existing ticket's summary, status, owner, priority, or board — reassignment and escalation without opening the console.add_ticket_noteAppend a note to a ticket, either as customer-visible discussion or as an internal-analysis note only your team sees.
Connecting
Wire it in, in an afternoon.
How to connect
- 01In PSA, create an API Member under System → Members with a read-mostly role.
- 02Generate a public/private API key pair on that member.
- 03Enter your PSA site, company id, and that key pair here.
Patch your stack in.
Start the Switchboard free trial against your own environment — read-only, traced answers, live in an afternoon. The apps are on the shelf when you want them.