❗Important
The availability of this feature may be limited based on the license type, region, and other criteria. To access this feature, contact your Druva Account Manager or Druva Support.
Overview
The Druva Managed Service Centre (MSC) console offers integration with ConnectWise PSA to streamline the consumption and ticketing operations for the Managed Service Providers (MSPs). With this integration, MSPs can now automate previously manual processes, enhancing efficiency, scalability, and accuracy, while reducing operational costs and eliminating errors.
This article provides step-by-step instructions on generating API keys and configuring ConnectWise PSA.
Key ConnectWise Features
Companies - This is a primary integration feature that allows you to select Companies whose data you want to share between Druva MSP and ConnectWise PSA.
Ticketing - This feature automatically creates tickets in ConnectWise PSA based on the alerts triggered, enabling faster response to incidents.
Benefits
Faster Ticket Resolution: The Ticketing feature automatically generates tickets in ConnectWise PSA based on triggered alerts, allowing MSP administrators to resolve issues more quickly and efficiently.
Reduce Operational Costs: Automation eliminates manual, repetitive tasks, thus reducing manual workload and administrative efforts. This helps reduce operational costs and improve overall profitability.
Improved Customer Satisfaction: With faster responses, MSP administrators can provide their customers with a seamless and reliable experience that strengthens trust and long-term loyalty.
Scalable Growth: Streamlined processes allow MSP administrators to efficiently scale operations and onboard more customers onto the Druva platform without increasing administrative burden.
Before you begin
To perform this integration, you must have:
Access to a ConnectWise PSA platform through a supported web browser.
Admin permissions for a ConnectWise PSA account.
Configure ConnectWise PSA
Configure ConnectWise PSA to seamlessly integrate your customer data with ConnectWise entities and streamline business operations.
Step 1: Obtain Public and Private API Keys
To obtain the Public API key and Private API key in ConnectWise
Log in to the ConnectWise PSA platform through a supported web browser.
📝 Note
The account used by the member to configure the ConnectWise PSA integration must have the necessary permissions.
At the bottom left corner, click System and select Members.
On the Members window, click on the API keys tab.
Click on the API key of the existing members. The Description and the Public key are displayed.
📝 Note
The Private key is displayed only at the time it is created and cannot be retrieved later. Save it securely for future use.
Copy and save both Private and Public API keys. You will need them later while configuring ConnectWise PSA.
Step 2: Configure ConnectWise PSA
To configure ConnectWise PSA
Log in to the Managed Service Centre (MSC) console.
From the left navigation pane, go to Settings > Integrations.
From the Integrations page, click Configure to configure ConnectWise PSA. The ConnectWise PSA Configuration Settings window appears.
From the ConnectWise PSA Configuration Settings window, enter the below fields:
Company ID - The unique identifier of your ConnectWise PSA company account required to establish the integration with Druva MSP. This is located in the top right corner when you log in to ConnectWise PSA.
Public Key - The authentication key generated in ConnectWise under System > Members > API Keys. The Public key is used in combination with the Private key to authorize API requests.
Private Key - The corresponding secret key generated in ConnectWise PSA, along with the Public key. This key is displayed only once at the time of creation and must be stored securely, as it is required for authentication.
Server Domain - The URL of your ConnectWise instance, visible in your browser’s address bar (e.g., api-na.myconnectwise.net).
Enable the Ticketing feature and click Test and Configure.
Once configured successfully, the ConnectWise PSA integration details will be displayed in the Integrations window.