# ConnectWise MCP for AI Agents MCP > ConnectWise manages your entire IT support workflow through conversational AI. This MCP lets your agent read client data, assign new service tickets, update existing cases, and log billable time—all within a single chat interface. It's designed for MSP teams who need to handle complex helpdesk operations without switching tabs. ## Overview - **Category:** customer-support - **Price:** Free - **Tags:** psa, it-service-management, ticketing, dispatch, service-desk, client-management ## Description Running an IT support business means constantly jumping between different systems: the ticketing platform, the client database, the billing software. Your agent shouldn't have to do that. This MCP connects your AI client directly into ConnectWise Manage, giving it immediate access to all the data and actions you need. Instead of navigating complex menus, you just talk to your agent. You can ask it to find details about a specific company or pull up every open service ticket for a particular client. Need to start a new incident? Just tell it who needs help and what's wrong. The MCP handles the creation automatically. It also lets your team log their work, adding time entries and notes directly to tickets as they go. It’s about keeping the conversation going while getting deep into technical operations. Because Vinkius hosts this MCP in its catalog, you connect once from any compatible client—Claude, Cursor, Windsurf, or VS Code—and get access to everything your helpdesk needs. ## Tools ### create_ticket Starts a new service ticket directly in ConnectWise Manage. ### get_company Retrieves detailed information, including contact details and territory status for a specific company. ### get_ticket Pulls the full summary, priority level, current status, and internal notes of one service ticket. ### list_sales_activities Retrieves a comprehensive list of sales and service activities for auditing purposes. ### list_companies Finds all available company identifiers needed when creating new tickets or retrieving client data. ### list_contacts Gets a list of individual external contacts associated with any given company. ### list_members Retrieves the names and details of internal staff members who work at your company. ### list_service_tickets Fetches a paginated list of service tickets, allowing you to check multiple cases at once. ### search_tickets_by_summary Quickly finds specific service tickets by searching keywords inside the ticket summary field. ## Prompt Examples **Prompt:** ``` Find the top 3 critical tickets open right now on the Helpdesk board. ``` **Response:** ``` **Critical Open Tickets Report** * **#14052:** Core Switch Failure (Client: Initech) - *Priority: Critical* * **#14057:** Ransomware Containment Active (Client: Massive Dynamic) - *Priority: High* * **#14099:** CEO Email Offline (Client: Globex) - *Priority: Medium* Do you want me to retrieve the full internal notes for #14052? ``` **Prompt:** ``` Log 2 hours on ticket #13988 and close it. I fixed the VPN tunnel. ``` **Response:** ``` **✅ Time Entry Complete** Logged 2 hours against Ticket #13988. The internal notes read: 'Fixed the stable VPN tunnels after reconfiguring firewall rules.' The ticket status has been updated from *In Progress* to **Closed**. You're all set. ``` **Prompt:** ``` Need the billing details and active agreements for Globex Corp. for an audit. ``` **Response:** ``` **Client Audit Summary: Globex Corporation** * **Active Agreements:** 2 (Managed IT Services, Cloud Backup SLA). * **Overdue Invoices:** None detected. * **Summary**: You can use this data to confirm service scope and financial standing instantly. Excellent for audit prep. ``` ## Capabilities ### Manage service incidents Search for existing support tickets by keywords or retrieve a full list of open cases. ### Create new support requests Generate and submit brand-new service tickets in ConnectWise Manage instantly. ### Lookup client records Retrieve detailed company information, including contact lists for specific clients. ### Audit work and billing Log time spent on a case or update the status of an existing ticket in one command. ## Use Cases ### Auditing an account for a major client The manager needs to prepare for an audit. They ask the agent to pull all active agreements and billing history for 'Globex Corporation'. The MCP runs `get_company` to instantly compile this financial data, ensuring nothing is missed. ### Responding to a critical outage ticket A Level 1 Tech gets an alert about a core switch failure. They ask the agent to find all open tickets for that client and immediately run `create_ticket` with preliminary details while they investigate. ### Logging time after remote support The technician just finished fixing a VPN issue. Instead of logging into the billing module, they tell the agent to log 1.5 hours against that ticket and close it out using the integrated time tracking. ### Investigating a client's history A Service Manager needs context on an old dispute. They ask the agent to run `list_sales_activities` for the account, gathering all past service and sales interactions in one view. ## Benefits - Instantly create new service tickets. Instead of navigating to the ticket creation screen, simply ask your agent to start a request using the `create_ticket` tool. - Deeply audit client status. You can check billing details and active agreements for any company by running `get_company`, saving time previously spent cross-referencing spreadsheets. - Track every case change. Use `list_service_tickets` or `search_tickets_by_summary` to quickly find all relevant cases across your client base, no matter the status. - Keep accurate records of work done. When a task is complete, use time entry functionality to log billable hours and append internal notes directly to the ticket record. - Identify necessary contacts fast. If you need to talk to someone specific at a client site, running `list_contacts` provides their details without leaving your workflow. ## How It Works The bottom line is, you direct your AI agent through conversation instead of clicking through multiple dashboards. 1. Attach this ConnectWise MCP tool to your preferred AI client interface. 2. Supply your designated Company ID, Public Key, and Private Key for secure authentication with the system. 3. Chat naturally with your agent. You instruct it to perform tasks like finding a client's billing history or updating notes on an open ticket. ## Frequently Asked Questions **How does ConnectWise MCP help with daily ticket triage?** It lets your AI agent look up all necessary client information and current ticket statuses without you ever leaving the chat window. This means faster diagnosis and quicker assignments, saving time spent jumping between different company tools. **Can I use ConnectWise MCP to log my work hours?** Yes, absolutely. You can tell your agent exactly how many hours you worked on a case (e.g., 'Log 2 hours') and add internal notes directly to the ticket record. It keeps billing records accurate and up-to-date. **Does ConnectWise MCP handle client contact lists?** Yes, you can ask your agent to retrieve a list of individual contacts for any company. This is much faster than digging through old emails or navigating complex directory trees. **Is ConnectWise MCP useful for MSP owners? What reports can I pull?** You can use it to audit overall client profitability by pulling comprehensive lists of sales and service activities. You'll get an immediate high-level view without running complex queries. **What if I need to create a brand new ticket? Is ConnectWise MCP good for that?** Yes, you can instruct your agent to draft and submit a brand new service ticket immediately. You just provide the details—the client name and the problem description—and it handles the creation process. **Does ConnectWise MCP integrate with my existing helpdesk workflow?** It integrates by letting your AI agent act as an extension of your team. It reads ticket summaries, checks client records, and updates statuses using the data already in ConnectWise Manage.