ConnectWise Manage Service Desk Integration (Beta)

Push reported emails directly to your CW Service Desk!

Enable the ConnectWise Manage Service Desk Integration

This Phin integration creates and lists reported emails (using the Phin "Report Phishing" button in Outlook) as service tickets on the Service Board of your choice.

Before you begin, please note:

⚠️ It is important that you have created the necessary Security Role and API Member and accurately configured the permissions necessary for the ConnectWise Manage Service integration before enabling this integration feature. If you have yet to do so, please refer to the ConnectWise Manage connection document.

For companies you want to have CW service tickets created for, the Report Phishing Button for Outlook must be properly configured.
When creating the API Member during the initial setup, assign it a Default board under Service Defaults -> Service Board -> Default Board.

Permissions Necessary for the ConnectWise Billing Integration

Companies - Company Maintenance: Inquire Level (All), Manage Attachments: Add Level(All), Inquire Level (All)
Service Desk - Service Tickets: Add Level (All), Inquire Level (All)

Mapping Phin Companies to ConnectWise

Once you've connected Phin to ConnectWise Manage, you'll be able to enable the service desk integration, which will give you access to map your Phin companies to your ConnectWise companies. The mapping between the service desk and billing integration is shared, so you will NOT need to map both individually. Map these companies using the available ConnectWise fields (below) if you have not done so previously.

ConnectWise Company

When a selection is made, the mapping is saved automatically. You can see the "Mapping Saved" date in the bottom left corner of the table.

What information is included in the created service ticket?

When a service ticket is created from a reported email using the Phin Report Phishing button, the following information is included in the ticket.

ConnectWise Service Ticket Properties	Reported Email Values
Ticket Title	Email subject line
Ticket Body	Email subject line, email address of the sender, email address of the user who reported
Attachments Tab	Reported email, any files attached to the reported email (Pass/fail checks like SPF, DMARC, and DKIM are coming soon!)
Ticket Metadata	Company of users who reported

Screenshot examples of a reported ticket in CW Manage Service Desk

Note: The Phin Service Desk Integration currently only maps the Company Name from Phin to your Service Desk Board when a ticket is created. If contact information for a company representative, such as name, phone number, and email, is already set up in ConnectWise, that information will be included in the ticket.

Screenshot 1 - Shows the summary and company contact information at the top of the ticket.

Screenshot 2 - Shows the information included about the reported email.

Screenshot of the information included about the reported email.

Screenshot 3 - Shows the attachments tab containing the reported email and any other attached files if they exist.

Knowledge Base

Phin works to update our Knowledge Base with new features with every release. You can read about the platform and its updates here: https://www.phinsec.io/knowledge.

Thanks for using our product!

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The Dev Team @ Phin

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