Prerequisites & Access Tokens
Before starting, make sure you have:
- An active MSPTech admin account
- Admin access to your PSA platform (ConnectWise, Kaseya, or AutoTask)
- The ability to generate API keys or access tokens within that platform
- A clear idea of what data you want to sync (tickets, users, clients, SLAs)
Note: All integrations use secure, encrypted token-based authentication. MSPTech never stores your credentials.
Connecting to ConnectWise (Step-by-Step)
- Step 1: Log in to your ConnectWise account
- Step 2: Go to System > Members > API Members, then create a new API Member
- Step 3: Assign security roles with access to tickets, service boards, and company data
- Step 4: Generate your public and private API keys
- Step 5: In MSPTech, go to Integrations > ConnectWise, paste in your keys and site info
- Step 6: Click Test Connection
- Step 7: Map ticket fields, users, and boards as needed
- Step 8: Click Activate Integration
Once connected, MSPTech will begin syncing new tickets in real-time.
Connecting to Kaseya
- Step 1: Access your Kaseya admin portal
- Step 2: Navigate to Settings > API Access and generate an API key for a new integration
- Step 3: In MSPTech, go to Integrations > Kaseya
- Step 4: Paste in the Kaseya API endpoint and key
- Step 5: Choose what data to sync: tickets, alerts, endpoints
- Step 6: Test and activate the connection
Tip: You can use Kaseya alert triggers to auto-create tickets in MSPTech.
Connecting to AutoTask
- Step 1: Log into AutoTask and go to Admin > Extensions & Integrations > API Users
- Step 2: Create a new API user and note the username, secret key, and tracking identifier
- Step 3: In MSPTech, select AutoTask from the integration menu
- Step 4: Enter your credentials and select data sync options
- Step 5: Map AutoTask ticket categories to MSPTech tags and queues
- Step 6: Run a test sync and confirm successful connection
- Step 7: Click Activate
Optional: Enable auto-tagging in MSPTech based on AutoTask service codes.
Common Sync Issues (And How to Solve Them)
❌ Invalid API credentials:
Double-check user permissions and ensure the keys haven’t expired.
❌ Connection test fails:
Ensure firewall settings allow outbound traffic to MSPTech’s secure API endpoints.
❌ Mismatched field mapping:
If ticket fields don’t align between platforms, use MSPTech’s custom mapping feature to standardize your data.
❌ No tickets syncing:
Make sure your source platform is set to push new tickets, not just legacy records.
How to Test Your Connection Before Launch
Before going live:
- Use MSPTech’s “Test Mode” to simulate ticket sync without affecting live data
- Check ticket sync logs for errors or mismatches
- Assign a dummy ticket from your PSA to verify field mapping
- Confirm AI classification and priority handling are triggering correctly
- Schedule a 15-min review call with MSPTech onboarding team if needed