AI Voice Agent + ConnectWise PSA: MSP Ticket Triage With Sidekick Integration

ConnectWise Sidekick now ships 70+ AI-assisted actions, and as of April 30, 2026, AI ticket triage covers ConnectWise, Autotask, Halo, Syncro, Kaseya BMS, and Zendesk. For MSPs that field a high volume of voice support, a CallSphere voice agent is the right front door — Sidekick handles the back office.

What the integration unlocks

flowchart TD
  Client[MCP client · Claude Desktop] --> MCP[MCP server]
  MCP --> Tool1[Tool: Calendar]
  MCP --> Tool2[Tool: CRM]
  MCP --> Tool3[Tool: KB search]
  Tool1 --> SaaS1[(Calendly)]
  Tool2 --> SaaS2[(Salesforce)]
  Tool3 --> SaaS3[(Notion)]

A managed-services customer calls saying their VPN is broken. CallSphere's voice agent searches ConnectWise for the company by phone, finds them, opens an existing-or-new Ticket scoped to their Configuration, runs through scripted L1 troubleshooting (also called "Voice Triage"), and either resolves the ticket on the call or escalates to L2 with a structured note. Sidekick takes over post-call: summary generation, sentiment analysis, response drafting. The dispatcher's queue clears 35-50% faster.

How the ConnectWise API exposes it

ConnectWise PSA REST API at https://api-{region}.myconnectwise.net/v4_6_release/apis/3.0. CallSphere uses: GET /service/tickets and POST /service/tickets for ticket CRUD, PATCH /service/tickets/{id} for status and note updates, GET /company/companies and /company/contacts for the lookup-by-phone match, GET /company/configurations for the affected device or service, and POST /service/tickets/{id}/notes for the call summary.

Auth: API key + Public/Private key pair (or OAuth 2.0 for newer integrations). Required client ID per request.

How CallSphere implements it

CallSphere's IT Helpdesk vertical (10 specialist agents on the OpenAI Agents SDK with ChromaDB RAG over the customer's KB) ships a ConnectWise tool pack: lookup_company, lookup_contact, open_ticket, add_ticket_note, update_ticket_status, escalate_ticket, create_time_entry, request_remote_session, plus L2 handoff via Sunshine Conversations or a direct Sidekick invocation. The same primitives ride to Autotask, Halo, and Syncro via a thin adapter.

Explore a live demo and compare current plans to find the right fit for your business.

Build steps

1. In ConnectWise PSA, create an API Member with a Public/Private key pair scoped to the integrations role you need.
2. Configure the API base URL for your hosted region (NA, EU, AU, etc.). Add Member ID and clientId headers on every call.
3. At call connect, normalize phone and GET /company/contacts?conditions=phoneNumber="...". Resolve to Company.
4. GET /service/tickets?conditions=company/id={id} AND closedFlag=false to fetch open tickets so the agent can ask "Is this about your VPN ticket from yesterday?"
5. For new issues: POST /service/tickets with summary, board, status, contact, and configuration.
6. Append the call as a note: POST /service/tickets/{id}/notes with text including the recording URL and the agent's structured triage.
7. On L2 escalation, PATCH the status to Escalated and notify Sidekick or the on-call channel via Slack or Teams.

Code snippet

// Open a ConnectWise ticket from a CallSphere voice triage
const ticket = await fetch(
  "https://api-na.myconnectwise.net/v4_6_release/apis/3.0/service/tickets",
  {
    method: "POST",
    headers: {
      Authorization: `Basic ${btoa(`${companyId}+${pubKey}:${privKey}`)}`,
      "clientId": cwClientId,
      "Content-Type": "application/json",
    },
    body: JSON.stringify({
      summary: "VPN connectivity failure - all users",
      company: { id: matchedCompany.id },
      contact: { id: matchedContact.id },
      board: { name: "Service Board" },
      status: { name: "New" },
      priority: { name: "Priority 2 - High" },
      type: { name: "Incident" },
      severity: "High",
      impact: "High",
      initialDescription: "Caller reports VPN down for 12+ users. CallSphere triage suggests firewall NAT rule. Recording: " + recording.s3Url,
    }),
  }
);

FAQ

Does Sidekick replace CallSphere? No. Sidekick is back-office (summaries, drafts, analysis); CallSphere is the live voice front door. They compose nicely.

How do we keep voice latency low against ConnectWise? Cache Companies and Contacts at session start; only round-trip on writes. Average ConnectWise read latency is 200-450ms.

What about ConnectWise RMM integration? Use it for device-specific telemetry mid-call. CallSphere can fetch a device's last 24h status before suggesting a remediation.

Is there an MCP server? Community MCP servers exist; we recommend a hardened internal wrapper for production until ConnectWise publishes an official one.

Explore a live demo and compare current plans to find the right fit for your business.

Sources

• ConnectWise PSA Software
• ConnectWise Sidekick AI
• ServiceAI Multi-PSA Triage Update April 2026
• ConnectWise Developer Docs