ConnectWise Integration

This guide walks you through setting up the HelpGhost integration with ConnectWise PSA. Follow these steps to enable HelpGhost Hero within your ConnectWise environment.

1. Add API Member

First, create a dedicated API member for HelpGhost in ConnectWise:

1. Navigate to System → Members

2. Click + New Member

3. Configure the member:

   • Member Type: API Member

   • Member ID: HelpGhost

   • Member Name: HelpGhost

   • Email: support@helpghost.ai

   • System Privileges: Admin (recommended for easiest setup)

4. Click Save

2. Generate API Keys

Create API credentials for HelpGhost to authenticate:

1. While still in the HelpGhost member record, navigate to the API Keys tab

2. Click + to add a new API key

3. Name it "HelpGhost Hero"

4. Note your Company ID - you'll need this for HelpGhost configuration

5. Copy the generated Public Key and Private Key

6. Save these credentials securely

3. Configure HelpGhost in HelpGhost Platform

1. Log into the HelpGhost platform

2. Navigate to Settings → Integrations

3. Select ConnectWise

4. Enter the credentials:

   • Company ID

   • Public Key (API Key)

   • Private Key (API Secret)

   • Cloud or On-Premise selection

5. Go to the Ticket Settings tab to verify the connection works

6. Copy the Hero URL from HelpGhost - you'll need this in the next step

4. Set Up Hosted Screen (Pod)

Add HelpGhost Hero as a hosted screen in ConnectWise:

1. In ConnectWise, go to System → Setup Tables

2. Search for "hosted" in the description field

3. Click + New Entry

4. Configure the hosted screen:

   • Name: HelpGhost Hero

   • Location: Service Ticket Pod

   • Origin: Select the URL option (we send from our system)

   • URL: Paste the Hero URL from HelpGhost platform

   • Pod Height: 700 pixels

5. Click Save

5. Enable HelpGhost Hero in Service Tickets

Make the HelpGhost Hero pod visible in your service tickets:

1. Open any Service Ticket in ConnectWise

2. Look for the pod configuration area (typically in the top right)

3. Add the HelpGhost Hero pod to the ticket view

4. Position it in the top right corner for easier access

6. Verify Integration

Confirm everything is working correctly:

1. Open a service ticket in ConnectWise

2. Verify the HelpGhost Hero tab appears in the ticket

3. Check that ticket information is loading correctly in the Hero interface

4. Test Hero's ability to read ticket context and provide recommendations

Next Steps

After completing the integration setup:

• Configure HelpGhost Scholar to scrape historical tickets for knowledge base building

• Set up HelpGhost Solo for customer-facing support

• Train your team on using Hero within ConnectWise tickets