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Apply Connectwise Integration to All Partner Tenants

AgileBlue partner accounts can apply a single Ticket Support System integration across all managed sub-tenants, automatically routing escalated case tickets to one centralized destination.

Overview 

AgileBlue's Apply to All Subtenants feature allows partner accounts to centralize ticketing across all of their managed tenants. Once configured, any case that is escalated under a sub-tenant will automatically generate a ticket in ConnectWise. These integrations are bi-directional: escalations, notes, status changes, and case closures are reflected on both the AgileBlue portal and the partner's TSS in real time. 

Step 1: Configure Your Support System 

  1. Log in to the AgileBlue Portal. 
  2. Navigate to Settings -> Support System -> Support System Type. 
  3. Select ConnectWise, instructions for each can be found here: 
    1. https://help.agileblue.com/connectwise-ticketing 
  4. Confirm the integration is active before proceeding to the next steps. 

Step 2: Set Up Board Mappings 

  1. Navigate to Board Mappings within your support system settings. 
  2. Click Add Bulk to open the rule assignment panel. 
  3. Drag each rule to its corresponding rule type to assign it to the correct board. 
  4. Ensure all rules are mapped before continuing - any unassigned rules will not generate tickets, be sure to click save. 

Step 3: Configure Criticality Mappings 

Criticality mappings are configured individually - both the partner account and each sub-tenant will have their own unique configuration. 

  1. Navigate to the Criticality Mappings section of your support system settings. 
  2. Map each criticality level to its corresponding value. 
  3. Repeat this process for each sub-tenant, as each account maintains its own independent criticality configuration. 

Step 4: Enable Apply to All Subtenants 

  1. Once Steps 1-3 are complete, scroll down to the Apply to All Subtenants section on the support system settings page. 
  2. In the Company ID Mappings section, enter the corresponding client ID for each sub-tenant in the provided text field. These can be found by navigating to ConnectWise -> sidebar -> Companies -> Click “Companies” on the sidebar -> Click “Search”. Your respective Company ID can be found under the Company column. 
  3. Repeat for each sub-tenant you want to map. 

Note: Any sub-tenants without a company ID mapping will by default have tickets populated under the parent company on ConnectWise. 

Step 5: Determine Subtenant Board/Priority Mapping Ability 

Select this option if you want all subtenants to use the same board and priority mappings. When enabled, saving will overwrite any existing subtenant‑level mappings. If you leave this unchecked, each subtenant can maintain its own custom priorities. 

Tracking Updates Across Both Systems 

This integration is bi-directional. The following case and ticket changes are reflected on both the AgileBlue portal and Connectwise: 

  • Case escalations 
  • Notes added 
  • Status changes 
  • Case or ticket closure 

To view these updates in AgileBlue, navigate to the relevant case and review the Activity Log section on the case details page. 

 

Need Help? 

AgileBlue is always here to support you and ensure you are 100% successful. If there are any issues or if you have any questions, please reach out to AgileBlue Support. 

Email: support@agileblue.com  

Phone: (216) 606-9400