Connectwise Permissions Overview
The Thread → ConnectWise Manage integration requires specific permissions to read and update information within your PSA. Each permission enables a defined capability inside Thread — such as syncing tickets, contacts, or time entries — to keep both systems accurate and aligned.
Thread only requests the minimum permissions necessary for current functionality, plus a few additional items reserved for upcoming feature releases. These future-ready permissions prevent the need to adjust your ConnectWise security role as new capabilities are added. No destructive actions (like bulk deletes) are performed, and all access occurs through secure, authenticated API connections.
🔹 Companies
Permission | Access | Status | Why It’s Needed |
Company Maintenance | Add/Edit: All Delete: None Inquire: All | ✅ Used | Creates or updates company records when new customers reach out, keeping ConnectWise data synchronized. |
Configurations | Add/Edit: All Delete: None Inquire: All | ✅ Used | Links device configurations and IT assets to tickets, giving technicians visibility into customer equipment. |
Contacts | Add/Edit: All Delete: None Inquire: All | ✅ Used | Automatically creates contact records and links them to tickets for unified communication. |
CRM / Sales Activities | Add/Edit: All Delete: None Inquire: All | 🔮 Planned | May support future sales-activity tracking and customer lifecycle visibility. |
Manage Attachments | Add/Edit: All Delete: None Inquire: All | ✅ Used | Uploads files (screenshots, documents, etc.) from customer conversations directly to tickets. |
Team Members | Add/Edit: All Delete: None Inquire: All | ✅ Used | Synchronizes service-team data between Thread and ConnectWise for assignments and notifications. |
💰 Finance
Permission | Access | Status | Why It’s Needed |
Billing View Time | Add/Edit: All Delete: None Inquire: All | ✅ Used | Supports billable time tracking and billing reconciliation through Thread Timepad. |
Agreements | Add/Edit: None Delete: None Inquire: All | ✅ Used | Reads service-agreement data to display SLA info and route tickets appropriately. |
🧱 Projects
Permission | Access | Status | Why It’s Needed |
Project Tickets | Add/Edit: All Delete: None Inquire: All | 🔮Planned | Reserved for project-based ticket workflows and project management functionality. |
📈 Sales
Permission | Access | Status | Why It’s Needed |
Opportunity | Add/Edit: All Delete: None Inquire: All | 🔮 Planned | May connect sales and support data for smoother hand-offs and full customer visibility. |
🛠 Service Desk
Permission | Access | Status | Why It’s Needed |
Service Tickets | Add/Edit: All Delete: None Inquire: All | ✅ Used | Core integration — Thread creates, reads, and updates tickets directly in ConnectWise. |
Close Service Tickets | Add/Edit: All Delete: None Inquire: All | ✅ Used | Allows ticket closure directly within Thread. |
Merge Tickets | Add/Edit: All Delete: None Inquire: All | ✅ Used | Enables merging duplicate tickets from multiple channels. |
Resource Scheduling | Add/Edit/Delete: All Inquire: All | ✅ Used | Allows scheduling and rescheduling of technician appointments via Thread Planner. |
Service Ticket Dependencies | Add/Edit: All Delete: None Inquire: All | ✅ Used | Supports managing dependent or linked service tickets. |
⚙️ System (Tables & Setup)
Table | Status | Why It’s Needed |
Agreements / Agreement Type | ✅ Used | Reads agreement types for routing and categorization. |
Company / Company Status | ✅ Used | Reads company status to drive company-level workflows. |
Contacts / Contact Type | ✅ Used | Reads contact types for ticket routing and contact categorization. |
General / Manage Hosted API | ✅ Used | Enables all API communication between Thread and ConnectWise. |
Scheduling / Location | ✅ Used | Reads location data for scheduling and routing. |
Service / Email Formats | ✅ Used | Ensures emails from Thread follow ConnectWise formatting rules. |
Service / Priority | ✅ Used | Supports priority syncing and auto-prioritization logic. |
Service / Service Board | ✅ Used | Powers ticket routing, multi-board workflows, and filtering. |
Service / SLA | ✅ Used | Tracks SLA targets and metrics within Thread. |
Service / Source | ✅ Used | Identifies where tickets originate (chat, email, Teams). |
Time / Work Role | ✅ Used | Links time entries to the correct billing role. |
⏱ Time & Expense
Permission | Access | Status | Why It’s Needed |
Time Entry | Add/Edit/Delete: All Inquire: All | ✅ Used | Core permission for Thread Timepad — creates, edits, and deletes time entries. |
Time Entry Billable Option | Add/Edit: All Delete: None Inquire: All | ✅ Used | Controls billable vs. non-billable time entries. |
Expense Report Entry | Add/Edit: All Delete: None Inquire: All | 🔮 Planned | Enables expense tracking tied to tickets (future functionality). |
Expense Billable Option | Add/Edit: All Delete: None Inquire: All | 🔮 Planned | Will support marking expenses as billable or non-billable. |
Need Help?
If you’re configuring your ConnectWise integration for the first time, follow our ConnectWise Setup Guide for step-by-step instructions on creating the security role and assigning permissions.
