Magic Library1
Leave this screen open.
Leave this screen open, we will come back to it later.
2
Open a new browser tab to configure the API user.
Open a new browser tab or window to continue to the next step, configuring the API user.
1. Configure the Security Role for the API User
1
Log-in to ConnectWise.
Log-in to ConnectWise.
2
Create a new security role.
Select in the left side panel System -> Security Roles and click on the + sign to create a new security role.
3
Name the role and save.
Enter a name for the new role in the Role ID field and click Save.
4
Change permissions in the following categories and save.
Change Permissions in the following categories and click Save when done.
Update: On the right side of Table Setup click customize. You will see a pop up modal in which you can Allow or Disallow particular permissions. Make sure to allow the following permissions:
- Agreements / Agreement Type
- Company / Company Status
- Contacts / Contact Type
- General / Manage Hosted API
- Scheduling / Location
- Service / Email Formats
- Service / Priority
- Service / Service Board
- Service / SLA
- Service / Source
- Time / Work Role
2. Create the API Member and Keys
1
Add a new API member.
Select System -> Members in the left side panel, click on API Members tab and click on + to add a new API member.
2
Fill out the required fields and assign the role.
Fill out all required fields, and select the role created earlier in System -> Role ID.
- Set Member ID to Thread (or whatever you like to call it)
- Make sure that Level is set to Corporate (Level 1).
- IMPORTANT: Remove all boards from Service Defaults -> Restricted Board Access. Click Save.
- If you are setting up Board exclusions in your API Member there is an extra flag that has to be turned on to make callbacks from api users compliant to their board restrictions. 1) Navigate to System > Setup Tables > Manage Labs table 2) Pull up and activate the ‘Callback Member Board Restrictions’ lab with the Actions drop down:
3
Open the API Keys tab and add a key.
Select API Keys tab and click on + icon in the top left corner
4
Name the key Thread and save.
Type “Thread” in Description field and press Save.
5
Save your public and private keys.
Save your public and private keys - while public key is always available in ConnectWise, private key is only available at the time the key is created, so please make a note of it, you will need it in the next step.
3. Configure Thread with the API Information
Now that you’ve set up your API keys, it’s time to integrate ConnectWise with Thread! It’s time to take the information you saved in the previous steps and enter it into the web form.
1
Enter the Host base URL.
Host - Enter in the base URL that you use to log in to ConnectWise If you are a ConnectWise Cloud customer, you can refer to the table below for extra assistance. If you manage and/or host your own instance of ConnectWise, refer to the URL that you use to log in to ConnectWise ConnectWise Cloud Region****ConnectWise PSA URLNorth Americahttps://na.myconnectwise.netEuropehttps://eu.myconnectwise.netAustralia and New Zealandhttps://aus.myconnectwise.netAfricahttps://za.myconnectwise.net
2
Enter your Company ID.
My Company ID - Enter in the company ID that you use to log in to ConnectWise
3
Enter the Public Key.
Public Key - Enter in the Public Key for the API key you saved in step 2.5 Create the API and Member Keys section above.
4
Enter the Private Key.
Private Key - Enter the Private Key for the API key you saved in step 2.5 Create the API and Member Keys section above.
5
Choose whether to keep members in sync with PSA.
Keep members in sync with PSA
- Leave this checked to quickly enable your team’s access to thread.
- Uncheck this if you prefer to invite members individually. If you choose this option, you will be able to invite members later.
6
Click Continue.
Once everything has been entered correctly, click Continue to proceed.
ConnectWise PSA FAQ
My reports credit the Thread API user for closing tickets. How do we reflect which technician closed the ticket?
My reports credit the Thread API user for closing tickets. How do we reflect which technician closed the ticket?
Q: “Since my techs started using Inbox, I noticed that my reports are giving credit to the Thread API user for closing tickets. We want to make sure our reports reflect which technician closed the ticket. How do you recommend we handle this?”A: ConnectWise’s API does not allow vendors to impersonate users in the audit trail (only in the notes and other areas). This means that if a technician closes a ticket using Thread, it will attribute the closed by meta data in the ticket to your Thread API member. A great workaround is to update your reporting to report on tickets closed by ticket owner.
Next: Design your Customer Experience
Design your customer chat experience
Set up and personalize Thread Messenger for your clients.
See Integrations updates in the changelog.