How to set up ConnectWise API permissions

When MSPs first connect ConnectWise to Support Fusion, one of the first questions that comes up is: what permissions does the API user need? Getting this right from the start saves time, avoids sync issues, and ensures Support Fusion can deliver the full value of ticket synchronisation.

Creating the API user

The first step is to create a dedicated API member in ConnectWise. This user acts as the bridge between ConnectWise and Support Fusion. We recommend giving it a clear name (for example, “Support Fusion API”) so it’s easy to identify later.

Assigning the security role

With the API member created, you’ll need to assign a security role. A best practice is to create a new role specifically for the integration, so you can manage permissions independently from human users.

Key permissions required

Here are the main areas to configure:

Service Desk

Support Fusion needs to be able to read and write tickets, as well as manage ticket dependencies. This allows us to:

• Add and sync comments

• Sync attachments

• Open and close tickets across systems

Companies

To synchronise attachments and customer data, you’ll need to enable:

• Manage attachments permission

• Read access to customers and contacts

This ensures client information is mapped correctly and attachments flow between systems.

System

Finally, grant read access to table setup. This is what allows Support Fusion to pull pick lists directly from ConnectWise, making field mapping and configuration straightforward. For example, when mapping ticket states, we can show you the actual values from ConnectWise instead of forcing you to type them manually.

Why this matters

The right permissions mean Support Fusion can handle the heavy lifting of ticket sync without you needing to worry about missing data or broken connections. It also ensures your enterprise customers see the right information in their ITSM platform — reducing rework and keeping SLAs on track.

Next steps

That’s a quick overview of the permissions needed to get started. A more detailed breakdown is included in the documentation we provide to customers.

If you’re an MSP setting up Support Fusion with ConnectWise and want help walking through this process, get in touch with our team.