PSA Integration Marketplace

William Shannon
William Shannon
  • Updated

Overview

Professional Service Automation (PSA) software plays a crucial role in streamlining and automating tasks within professional services organizations. Understanding the significance of this technology, Dropsuite, a leading provider of backup services, has taken steps to integrate with PSA platforms to enhance revenue opportunities and enhance your PSA integration experience. Currently, Dropsuite has successfully integrated with two prominent PSAs: ConnectWise and Autotask.

In our ongoing efforts to innovate and empower our partners, Dropsuite has introduced a dedicated page within our platform, serving as a PSA marketplace. This new feature serves as a centralized hub that allows partners to seamlessly utilize Dropsuite with their PSA, discover integrations, establish connections, manage organization and plan mapping, and identify unmapped entities conveniently.

Key Capabilities

Previously, partners were required to activate PSA settings before creating and mapping plans/organizations. However, we've eliminated this requirement. Partners can now directly connect to their PSA through the partner portal, streamlining the process and enabling seamless creation and mapping of plans/organizations.

Additionally, our new marketplace feature allows for the simultaneous activation of multiple PSAs, providing partners with unparalleled flexibility. It's essential to note the following regulations:

  • Plans can now be mapped to multiple PSAs concurrently. For example, a single plan can be mapped to both ConnectWise and Autotask simultaneously.
  • Organizations can only be mapped to one PSA at a time. If an organization wishes to transition from ConnectWise to Autotask, the partner must first revoke the connection with ConnectWise before establishing a connection with Autotask.

Getting Started

In this guide, you will find detailed instructions on navigating PSA integration, specifically establishing connections with ConnectWise and Autotask. It's essential to establish a successful connection before proceeding with creating or mapping plans/organizations.

 

ConnectWise Integration Guide

Complete Partner Setup in ConnectWise

  1. Launch ConnectWise URL.

  2. Login in Using Valid Credentials

  3. Navigate to System, then go to Members and API Members


  4. Click on the New icon


  5. Fill out the required information.  You can utilize a Custom Role in the Role ID field.  For guidance on creating a new Role, refer to the Setting Up a New Security Role in ConnectWise documentation.


  6. Click on Save

  7. Navigate to the API Keys tab

  8. Select the New icon

  9. Enter the description


  10. Click on the Save icon

  11. Save both the Public and Private Keys for later use during integration on Dropsuite's Partner Portal

Connect to ConnectWise on Dropsuite's Partner Portal

  1. Log in to the Partner Portal.

  2. Navigate to the Integration menu on the left navigation bar.
    The Integration menu is available for all types of partners: distributor, direct reseller, and sub-reseller.

  3. Click the Connect button on the Connectwise card.


  4. Fill the Site URL and Company Identifier with valid values, then use the Public and Private Keys generated from the ConnectWise platform.  Click on Next Step.
    • Site URL: ConnectWise Manage cloud URL.  Please note that this URL should have the prefix "api" (e.g.: api-na-myconnectwise.net)
    • Company Identifier: Identifier for the MSP's company
    • Public Key: The public API Key generated from the steps above
    • Private Key: The private API Key generated from the steps above

  5. Upon successful connection, a success banner will appear, and you'll be redirected to the ticket mapping form. Select the appropriate options, and then proceed by clicking Next Step. It is important to note that all fields are mandatory, so make sure none are left blank.
    You can skip this step and continue with the ticket mapping later.


  6. Upon successful ticket mapping, a banner will be displayed confirming the completion of the ticket mapping setup. You can then proceed to perform plan and organization mapping as needed.


  7. If you click the Revoke All Ticket Mapping button, it is essential to note that this action will only reset the ticket mapping form. Your ConnectWise connection will remain unaffected by this action.

 

Create a New Plan with ConnectWise Integration

This step is intended for distributors and direct resellers only, as sub-resellers cannot access the plan page.

When creating a new plan that is connected through the ConnectWise integration, you will notice a new pop-up that appears upon successful creation.

  1. Click the Manage button to map the plan. You'll be redirected to the Integration page for mapping.


  2. Select the Category, Subcategory, Product Type, and Catalog from the available options, then click Connect. Please note that the Connect button will be disabled if any of the required columns are left empty.

    After successfully mapping the plan, you will notice a green checkmark indicating success, and the Unlink button will appear.

  3. Upon returning to the plan page, click on the Menu button (three vertical dots) and select View Integration. You will now see the Synced badge indicating that the plan is synchronized with the integration.

 

Edit Existing Plans Mapped with ConnectWise Integration

Please note that this step is intended for distributors and direct resellers only, as sub-resellers cannot access the plan page.

  1. Click the Menu button, then select View Integration.


  2. A popup will appear. Click Manage to proceed with mapping the plan with ConnectWise.


  3. You will be redirected to the Integration page. Please continue to select the Category, Subcategory, Product Type, and Catalog until the synchronization process is successfully completed.

 

Create a New Organization Connected Through ConnectWise Integration

There is no change in the process compared to the existing flow for creating an organization when connected to ConnectWise.

  1. Select the plan that is synced with the ConnectWise integration.


  2. Upon successful organization creation, a new pop-up will appear for mapping requirements. Click the Manage button to redirect you to the Integration page.


  3. Select Company, Agreement, and Agreement Addition from the available options. Please note that the Connect button will be disabled if any of the required columns are left empty.


  4. Click the Connect button to proceed with the mapping. Please note that the Connect button will be disabled if any of the required columns are left empty.

  5. Upon successful organization mapping, a green checkmark will appear, and the Unlink button will be displayed.

 

Edit an Existing Organization and Map with ConnectWise

Option 1: Using the Integration Page:

  1. Navigate to the Integration page.

  2. Click on Option and select Manage Connection under the ConnectWise section.

  3. Locate the organization you want to edit in the Organization Mapping section.

  4. Select the appropriate Company, Agreement, and Agreement Addition.


  5. Click "Connect" to map the organization with ConnectWise.

Option 2: Using the Organization Page:

  1. Go to the organization page. Click on the Menu button (three vertical dots) and select View Integration.

  2. Click on Manage to proceed.

  3. You will be directed to the Integration page. Select the Company, Agreement, and Agreement Addition for the organization.

  4. Click the Connect button to complete the mapping.

 

Autotask Integration Guide

Complete Partner Setup in Autotask

  1. Launch Autotask URL.

  2. Log in using valid credentials.

  3. Navigate to Admin, then Company Settings & Users.


  4. Expand Resources/Users (HR) and click on Resources/Users.


  5. Click on New API User.


  6. Fill in all mandatory information in the General Section, selecting an appropriate Security Level.  For guidance on creating a new Role, refer to the Setting Up a New Security Role in Autotask documentation.

  7. Click Generate Key and Generate Secret.  Save both the Key and Secret for later use during integration on Dropsuite's Partner Portal

  8. Select "Dropsuite - Cloud Backup" as the Integration Vendor

  9. Click on Save and Close.

Connect to Autotask on Dropsuite's Partner Portal

  1. Log in to the Partner Portal. Click the Integration menu on the left navigation bar, marked with the plugged-in icon.
    The Integration menu is available for all types of partners: distributor, direct reseller, and sub-reseller.

  2. Click the Connect button on the Autotask card.


  3. Input the previously generated Key and Secret into the respective fields, then click the Next Step button.

  4. Upon successful connection, you are officially connected to Autotask. The system will display a success banner and redirect you to the ticket mapping form. Complete the form by selecting the suitable options, then click Next Step. All fields are required, so ensure none are left blank.
    You can skip this step and continue with the ticket mapping later.

    When you return to the Integration page, you will find a Connected badge next to Autotask.

  5. Upon successful ticket mapping, the system shows a banner with a completed ticket mapping setup. You can continue to do plan and organization mapping.


  6. If you click the Revoke All Ticket Mapping button, it will only reset the ticket mapping form. Your Autotask connection won't be affected.

Create a New Plan with Autotask Integration

This step is intended for distributors and direct resellers only, as sub-resellers cannot access the plan page.

When creating a new plan that is connected through the Autotask integration, you will notice a new pop-up that appears upon successful creation.

  1. Click the Manage button to map the plan. You'll be redirected to the Integration page for mapping.

  2. Select Service from the available options, then click Connect (blue icon).

    After successfully mapping the plan, you will notice a green checkmark indicating success, and the Unlink button will appear.

  3. Upon returning to the plan page, click on the Menu button and select View Integration. You will now see the Synced badge indicating that the plan is synchronized with the integration.

 

Edit Existing Plans Mapped with Autotask Integration

Please note that this step is intended for distributors and direct resellers only, as sub-resellers cannot access the plan page.

  1. Click the Menu button, then select View Integration.

  2. A popup will appear. Click Manage to proceed with mapping the plan with ConnectWise.

  3. You will be redirected to the Integration page. Please continue to select Service and proceed until it is successfully synced.

Create a New Organization Connected Through Autotask Integration

There is no change in the process compared to the existing flow for creating an organization when connected to ConnectWise.

  1. Select the plan that is synced with the Autotask integration.


  2. Upon successful organization creation, a new pop-up will appear for mapping requirements. Click the Manage button to redirect you to the Integration page.

  3. Select Company, Contract, and Contract Service, then click Connect (blue icon).


  4. Upon successful organization mapping, a green checkmark will appear, and the Unlink button will be displayed.

 

Edit an Existing Organization and Map with Autotask

  1. Go to the Integration page, click on Option, then select Manage Connection.

  2. Click on Organization Mapping, find the organization you want to edit, select Company, Contract, and Contract Service, then click Connect (blue icon).
    Once successful, the system will display a green check and the Unlink button.

 

FAQs

Who has access to the Integration page?

Master reseller, direct reseller, and sub-reseller with Owner, Super Admin, and Admin roles can access the Integration page.

The guide outlines the sequence from integration connection to plan and organization mapping. Can this sequence be altered, for example, by dealing with organization mapping before plan mapping?

Only ticket mapping is optional. Here are the rules:

  • You can map plans and organizations before successfully mapping tickets.
  • You cannot map organizations before successfully mapping plans; otherwise, you'll encounter an error.

Can my plan be mapped with multiple integrations?

Yes, you can map a plan with multiple integrations. You will see both integrations listed.

 

Since sub-resellers don’t have access to the Plan page, does it mean that they can’t map their plans with ConnectWise or Autotask?

Sub-resellers, despite not having access to the Plan page, can still map plans assigned to them with both ConnectWise and Autotask integrations. They can navigate to the Integration page and click on Plan Mapping.

Can my organization be connected to multiple integrations?

No, an organization can only be connected to one integration. If connected to multiple integrations, one must be revoked.

How to revoke ConnectWise integration?

  1. Log in to the Partner Portal.

  2. Navigate to the Integration page.

  3. Select Option then Revoke Connection on the ConnectWise card.
  4. Confirm by clicking the Yes, Continue button.

How to revoke Autotask integration?

  1. Log in to the Partner Portal.

  2. Navigate to the Integration page.

  3. Select Option then Revoke Autotask on the Autotask card.
  4. Confirm by clicking the Yes, Continue button.

 

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request