Integrations
      Back to home
      1. Help Center
      2. API / Technical Questions
      3. Integrations

      ConnectWise Manage Service Desk Integration (Closed Beta)

      Push reported emails directly to your CW Service Desk!

      Goal: Provide Phin partners the ability to connect the Phin Report Phishing feature to ConnectWise Manage, keeping them from having to move away from a ticketing system they already use in conjunction with their phish reporting process.

      Want to be a beta tester? Signup here!

      Setup ConnectWise Service Desk Integration

      You can set up your ConnectWise Manage Service Desk integration by visiting the Integrations page in your Phin portal at the Partner level and selecting ConnectWise Manage Service Desk.

      Screenshot 2024-09-18 at 4.41.01 PM

      Review Permissions and Configure Integration

      Phin's Service Desk integration pushes service tickets, created when end-users report phishing using the Phin Report Phishing Button (currently only available in Outlook), directly into your CW Manage Service Desk environment. To get started, there are four required fields:

      • Company ID
      • ConnectWise API URL
      • Public Key
      • Private Key

      Before you begin, please note:

      • Company names in Phin should match company names in ConnectWise Manage for tickets to be created.

      • When creating the API Member, assign it a Default board under Service Defaults -> Service Board -> Default Board.

        • ⚠️ These are required for the integration to work properly.

      This information can be obtained from your ConnectWise Manage account. The steps needed in ConnectWise are below.

      1. Go to your ConnectWise Manage login page. On this page, you will find 2 of the required fields to configure Phin's ConnectWise Manage Service Desk Integration.
        1. Company ID - Company field
        2. ConnectWise API URL - URL used to log into ConnectWise
        3. Your Company ID and URL can also be found by going to System > My Company and viewing the name in the system URL
      2. Once logged in, create a new role to assign to the new API member (step 3) to generate the Public Key and Private Key for the last 2 required fields. Skip this step (step 2) if you are assigning this API member the role "Admin". 
        1. Go to System > Security Roles and select the + to create a new role
        2. Name the new role "Phin Integration" and save
        3. Set the following Security Module permissions and save
          1. Companies > Company Maintenance > Inquire Level (All)
          2. Companies > Manage Attachments > Add Level(All), Inquire Level (All)
          3. Service Desk > Service Tickets > Add Level (All), Inquire Level (All)
      3. Create a Public Key and Private Key for the last configuration steps in Phin's ConnectWise Manage API setup.
        1. Go to System > Members > API Members and select the + to create a new API Member
        2. Name the Member ID and Member Name
        3. Add the System required fields, making sure to select your desired role under Role ID
        4. Select the Default Service Board. This is the service board where your tickets will be created.
        5. Go to the API Keys tab and select the + to create your required API keys
        6. Add a name in the description field and save
        7. Add the Public Key and Private Key that have been generated to the Phin ConnectWise Service Desk Integration configuration page
      4. Once you have entered all the required fields back in Phin, select Connect.

      What information is included in the created service ticket?

      When a service ticket is created from a reported email, the following information is included in the ticket.

      ConnectWise Service Ticket Properties Reported Email Values
      Ticket Title Email subject line
      Ticket Body Email subject line, email address of the sender, email address of the user who reported
      Attachments Tab Reported email, Any files attached to the reported email
      Ticket Metadata Company of users who reported

      The following are screenshot examples of a reported ticket in CW Manage Service Desk.

      Note: The Phin Service Desk Integration currently only maps the Company Name from Phin to your Service Desk Board when a ticket is created. If contact information for a company representative, such as name, phone number, and email, is already set up in ConnectWise, that information will be included in the ticket.

      Screenshot 1 - Shows the summary and company contact information at the top of the ticket.

      Screenshot 2 - Shows the information included about the reported email.

      Screenshot of the information included about the reported email.

      Screenshot 3 - Shows the attachments tab containing the reported email and any other attached files if they exist.

      Knowledge Base

      Phin works to update our Knowledge Base with new features with every release. You can read about the platform and its updates here: https://www.phinsec.io/knowledge.

      Thanks for using our product!

      We use all provided feedback to help drive Phin's development direction. Please keep reaching out and helping us shape the product's future! All ideas are welcome; please keep them coming!

      The Dev Team @ Phin

      Need help or have an idea for us? Click here!