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ConnectWise PSA integration FAQ

What are the key features of the new ConnectWise PSA integration?

The new ConnectWise PSA integration introduces a new dedicated integration application, where you can manage company mappings between GravityZone and ConnectWise PSA, and the billing and ticketing service. The new key features are highlighted below.

Legacy ConnectWise PSA 

Updated ConnectWise PSA  

Import

  • ConnectWise PSA companies cannot be mapped to existing GravityZone companies, they need to be imported as new GravityZone companies.

Mapping 

  • ConnectWise PSA companies can be mapped to existing GravityZone companies. Existing mappings can be edited or removed.

Billing

  • Support for one ConnectWise PSA agreement type across the entire integration, with no option to enable the service only for specific mappings.

Billing 

  • Supports multiple ConnectWise PSA agreement types and specific agreements, with the option to enable the billing service only for specific mappings.

  • Supports ConnectWise PSA agreements with the following status: Active, Expired, Inactive, Canceled;

  • Ticketing support for mappings that do not have an active agreement available.

Ticketing

  • Support for the following Bitdefender events: Malware Outbreak, Blocked URLs, Outdated Clients.

Ticketing

  • Support for the following Bitdefender events:Advanced Anti-Exploit, Advanced Threat Control,Antimalware, Antiphishing,Endpoint Detection and Response,Firewall,Web Traffic Scan (Blocked URLs), Sandbox Analyzer, Ransomware Detection, Network Attack Defense, Hyper Detect.

  • Ability to select the ConnectWise PSA ticket severity and service board.

How does the upgrade process work?

The upgrade process to the new Bitdefender ConnectWise PSA integration migrates all current configuration settings from the legacy ConnectWise PSA integration to the new platform. The ConnectWise PSA credentials, company mappings, billing and ticketing details are imported and adjusted to the new integration, with the following mentions:

  • Billing service configuration is required, even if the service is not used. Partners need to select a default agreement type, but the service will not be enabled by default, if previously not active.

  • The Malware Outbreak event has been replaced with Antimalware, with the Outdated Clients event not longer being available.

    Notice

    If the update process has not been finalized by the GravityZone administrator, the legacy ConnectWise PSA integration will function normally.

How do you upgrade to the new integration?

Upgrading to the new Bitdefender ConnectWise PSA integration requires your attention for configuring the new billing and ticketing service. 

Partners using the legacy ConnectWise PSA integration will have under GravityZone Control Center > Integrations > ConnectWise PSA a new Setup button, which will redirect the user to the new ConnectWise PSA integration platform. Once the upgrade wizard has been finalized, the legacy integration is automatically disabled.

For details about the necessary steps, refer to ConnectWise PSA integration upgrade procedure.

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