ConnectWise PSA

Version 1.0 · Last updated 2026-08-10

Context

ConnectWise PSA runs the service board most technology providers use to log, route, and bill every ticket a client raises, from a one-line question to a multi-hour incident.

Connected to Unless, tickets that close on that board become grounding content for Living Knowledge, so the agent learns from the resolution your engineers actually wrote, not a summary of it. The Team Assistant works on top of ConnectWise PSA itself, answering directly from Living Knowledge and a search of related tickets, so a technician is not pulled off billable work to answer something already solved. When a ticket needs a person, the agent hands off by opening it on the board, or by email where that fits the workflow.

Key benefits

• Board history becomes shared knowledge: Tickets closed on your ConnectWise PSA board feed Living Knowledge, so the agent answers questions your engineers have already solved once.
• Team Assistant works the board with you: Your team answers tickets inside ConnectWise PSA, drawing on Living Knowledge and related tickets.
• Handover without breaking the board: When a person is needed, the agent opens a ticket in ConnectWise PSA where the system supports it, or hands off by email, always with full context.

How does it work?

Unless tracks tickets through to resolution on your ConnectWise PSA board and folds them into Living Knowledge, grounding the agent and keeping the Help Center current. The Team Assistant then answers on top of ConnectWise PSA, drawing on that knowledge and a search of related tickets. For handover, it opens a ticket on the board, or routes by email.

Install instructions

Once at the Integrations tab of your Unless dashboard, you can select “Configure” for the ConnectWise PSA integration. This will open a popup where you can connect your ConnectWise PSA account and set up the integration.