ConnectWise PSA Setup
Ticket Scout connects to ConnectWise PSA using API keys from your member account. This page covers the two setup strategies and the API permissions required for each feature.
Step 1: Choose a key strategy
Option A: Personal Member Keys (recommended for most users)
Each technician enters their own ConnectWise PSA member API keys. The extension automatically respects their existing member permissions without any additional configuration.
- Go to System > Members, open your own member record, and click the API Keys tab.
- Click + to add a new key, enter a description (e.g. "Ticket Scout"), and click Save.
- Copy both the Public Key and Private Key immediately.
- Enter both keys in the Ticket Scout Connection settings.
The Private Key is only shown once. If you navigate away without copying it, you will need to delete the key and generate a new one.
Option B: Shared API Member (for org-wide deployments)
Create a dedicated API member with a custom security role. All users in your organization share the same credentials. This option requires admin access to create the security role and API member.
- Go to System > Security Roles and click + to create a new role (e.g. "Ticket Scout API").
- Grant the permissions listed in Step 2 below based on which features you want to enable.
- Go to System > Members, click the API Members tab, and click + to create a new API Member.
- Assign the security role you created in the Role ID field and save.
- Open the new API Member, click the API Keys tab, and click + to generate keys.
- Copy both keys immediately.
- Enter both keys in the Ticket Scout Connection settings.
The Private Key is only shown once. If you navigate away without copying it, you will need to delete the key and generate a new one.
Step 2: API Permissions
Ticket Scout requires one permission and supports three optional permissions that unlock additional features.
Required
| Module | Permission | Feature |
|---|---|---|
| Service Desk > Service Tickets | Inquire Level: All | Service ticket detection, details, and notes |
Optional
These permissions are not required. If they are not granted, the relevant features will show a permission error rather than failing silently.
| Module | Permission | Feature |
|---|---|---|
| Project > Project Tickets | Inquire Level: All | Project ticket detection, details, and notes |
| Project > Project Headers | Inquire Level: All | Projects capability |
| Sales > Opportunity | Inquire Level: All | Opportunities capability |
Open the Ticket Scout Connection settings and click Save and Test. The API Permissions section shows the current status of each capability so you can see exactly what is and isn't accessible with your keys.
Step 3: Select your hosting region
Choose your region from the Hosting Region dropdown in Connection settings:
- North America — api-na.myconnectwise.net
- Europe — api-eu.myconnectwise.net
- Australia — api-au.myconnectwise.net
- On-Prem / Custom URL — enter your base URL only (e.g.
https://manage.yourcompany.com).
For on-prem installs, do not include a version path in your base URL. The full API URL is constructed automatically.
Client ID
Ticket Scout includes a built-in Client ID for standard use. ConnectWise tracks how many organizations use each Client ID, though no per-customer details are shared with the developer.
If your organization prefers to attribute traffic to its own registered Client ID, register one at developer.connectwise.com/ClientID and enable Use a custom Client ID in Connection settings.