PSA ticketing — turn alerts into ConnectWise service tickets
PSA ticketing is an alert destination that opens a service ticket in your PSA instead of (or alongside) an email or chat message. Point a client group at a ConnectWise board and every alert for that group's domains lands as a ticket on the right board, routed to the right company — so a slipping grade or an expiring certificate becomes a tracked ticket in the tool your techs already live in. It's a Core MSP and Enterprise feature: ConnectWise is live today, and Autotask is coming soon.
PSA ticketing is just another kind of alert route. Where an email route sends an email and a Slack route posts a channel message, a ConnectWise route opens a service ticket. You add it to a client group the same way you add any route, choose the board and company the tickets should land on, and from then on every alert for that group's domains — a grade drop, an expiry warning, an SSL problem — is created as a ticket on that board.
Because tickets are created from live alerts, the same alert never opens two tickets. Each ConnectWise ticket is created with an idempotency key derived from the underlying alert, so a retried delivery or a re-run of the daily scan reuses the existing ticket instead of piling up duplicates. A dormant or misconfigured PSA route never breaks the rest of a fan-out either — it's recorded as a failed delivery while your email and chat routes still send.
Set up a ConnectWise route
- On Core MSP or Enterprise, open Settings → PSA ticketing and paste your ConnectWise API member keys — Site URL, Company ID, and the public/private key pair. (Create the keys in ConnectWise under System → Members → API Members → API Keys.) Use Test connection to confirm they work.
- Open the client group you want tickets for and choose Add route.
- Set the provider to ConnectWise (service ticket), then fill in the site, company, and the Service board the tickets should land on (in ConnectWise: System → Setup Tables → Service Board). Optionally set a trigger severity to limit which alerts open tickets.
- Save the route and send a test alert to confirm a ticket lands on the right board.
- From then on, every alert for that group's domains — a grade drop, an expiry warning, an SSL problem — opens a service ticket on that board.
PSA ticketing is a Core MSP and Enterprise feature. On Starter, alert routes are email-only; Core MSP and Enterprise add Slack, Microsoft Teams, generic webhooks, and PSA ticketing on top.
Add a PSA route alongside an email or chat route on the same client group to fan an alert out to several places at once — a ticket for the queue and a Slack ping for the on-call tech.
Autotask isn't live yet. The Autotask adapter is built but stays turned off until it's verified against a live Autotask tenant — until then an Autotask route records a failed delivery rather than opening a ticket. ConnectWise is the live PSA integration today.
Frequently asked questions
Does Domain Watchdog create ConnectWise tickets?
Yes. ConnectWise PSA ticketing is live on Core MSP and Enterprise: add a ConnectWise route to a client group, pick the board and company, and every alert for that group's domains opens a service ticket on that board. It's the same routing model as email, Slack, and Teams — the destination is just a PSA ticket.
Will the same alert open duplicate tickets?
No. Each ticket is created with an idempotency key tied to the underlying alert, so a retried delivery or a re-run of the daily scan reuses the existing ticket instead of opening a second one.
Do you support Autotask?
Not yet — it's coming soon. The Autotask adapter is built but deliberately kept off until it's verified against a live Autotask tenant. ConnectWise is the live PSA integration today; an Autotask route currently records a failed delivery rather than opening a ticket.
Which plans include PSA ticketing?
Core MSP and Enterprise. Starter's alert routes are email-only; PSA ticketing — along with Slack, Microsoft Teams, and generic webhook routing — is part of the Core MSP and Enterprise workflow layer.