ConnectWise Manage API Permissions Reference

The Thread → ConnectWise Manage integration requires specific permissions to read and update information within your PSA. Each permission enables a defined capability inside Thread — such as syncing tickets, contacts, or time entries — to keep both systems accurate and aligned. Thread only requests the minimum permissions necessary for current functionality, plus a few additional items reserved for upcoming feature releases. These future-ready permissions prevent the need to adjust your ConnectWise security role as new capabilities are added. No destructive actions (like bulk deletes) are performed, and all access occurs through secure, authenticated API connections.

Companies

Permission	Access	Status	Why it’s needed
Company Maintenance	Add: AllEdit: AllDelete:NoneInquire: All	Currently Used	Creates or updates company records when new customers reach out; keeps ConnectWise data synchronized.
Configurations	Add: AllEdit: AllDelete: NoneInquire: All	Currently Used	Links device configurations and IT assets to tickets, giving technicians visibility into customer equipment. Edit needed for linking.
Contacts	Add: AllEdit: AllDelete: NoneInquire: All	Currently Used	Automatically creates contact records and links them to tickets for unified communication.
CRM/Sales Activities	Add: AllEdit: AllDelete: NoneInquire: All	Legacy	May support future sales-activity tracking and customer lifecycle visibility.
Manage Attachments	Add: AllEdit: AllDelete: NoneInquire: All	Currently Used	Uploads files (screenshots, documents, etc.) from customer conversations directly to tickets.
Team Members	Add: AllEdit: AllDelete: NoneInquire: All	Currently Used	Used by work roles and work types

Finance

Permission	Access	Status	Why it’s needed
Billing View Time	Add: AllEdit: AllDelete: NoneInquire: All	Currently Used	Supports billable time tracking and billing reconciliation through Thread’s Timepad.
Agreements	Add: NoneEdit: NoneDelete: NoneInquire: All	Currently Used	Reads service agreement data to display SLA info and route tickets appropriately.

Sales

Permission	Access	Status	Why it’s needed
Opportunity	Add: AllEdit: AllDelete: NoneInquire: All	Legacy	May connect sales and support data for smoother hand-offs and full customer visibility.

Service Desk

Permission	Access	Status	Why it’s needed
Service Tickets	Add: All Edit: All Delete: None Inquire: All	Currently Used	Core integration—Thread creates, reads, and updates tickets directly in ConnectWise.
Close Service Tickets	Add: All Edit: All Delete: None Inquire: All	Currently Used	Allows ticket closure directly within Thread’s interface.
Merge Tickets	Add: All Edit: All Delete: None Inquire: All	Currently Used	Will allow merging duplicate tickets from multiple channels.
Resource Scheduling	Add: All Edit: All Delete: None Inquire: All	Currently Used	Enables scheduling and rescheduling of technician appointments via Planner.

System (Tables & Setup)

Table	Status	Why it’s needed	Notes
Agreements / Agreement Type	Currently Used	Reads agreement types for routing and categorization.	Verified, Required
Company / Company Status	Currently Used	Reads company status to drive company-level workflows.	Verified, Required
Contacts / Contact Type	Currently Used	Reads contact types for ticket routing and contact categorization.	Verified, Required Technically not needed because we use /info endpoint
General / Manage Hosted API	Currently Used	Required to configure and maintain Thread Pods configuration in the service ticket view.	Verified, Required
Scheduling / Location	Currently Used	Reads location data for scheduling and routing.	Verified, Required
Service / Email Formats	Currently Used	Ensures emails from Thread follow CW formatting rules.	Verified, Required
Service / Priority	Currently Used	Supports priority syncing and auto-prioritization logic.	Verified, Required
Service / Service Board	Currently Used	Powers ticket routing, multi-board workflows, and filtering.	Verified, Required
Service / SLA	Currently Used	Tracks SLA targets and metrics within Thread.	Verified, Required
Service / Source	Currently Used	Identifies where tickets originate (chat, email, Teams). Add/Edit needed to create & manage ticket source for Thread.	Verified, Required
Time / Work Role	Currently Used	Links time entries to the correct billing role.	Verified, Required

Time & Expense

Permission	Access	Status	Why it’s needed	Notes
Time Entry	Add: AllEdit: AllDelete: NoneInquire: All	Currently Used	Core permission for Timepad—creates, edits, and deletes time entries.	Verified, Required
Time Entry Billable Option	Add: AllEdit: AllDelete: NoneInquire: All	Currently Used	Controls billable vs. non-billable time entries. Add & Inquire permission scopes can be safely revoked.	Revoke Add & Inquire Keep Edit: AllVerify time entries work in Inbox
Expense Report Entry	Add: AllEdit: AllDelete: NoneInquire: All	Legacy	Enables expense tracking tied to tickets (future functionality).	we don’t touch expenses today, can likely be revoked
Expense Billable Option	Add: AllEdit: AllDelete: NoneInquire: All	Legacy	Support marking expenses as billable or non-billable.	we don’t touch expenses today, can likely be revoked

Need Help?

If you’re configuring your ConnectWise integration for the first time, follow our ConnectWise Setup Guide for step-by-step instructions on creating the security role and assigning permissions.

Integrations

Security & Billing

Notifications

ConnectWise Manage API Permissions Reference

Companies

Finance

Sales

Service Desk

System (Tables & Setup)

Time & Expense

Need Help?

​Companies

​Finance

​Sales

​Service Desk

​System (Tables & Setup)

​Time & Expense

​Need Help?

Companies

Finance

Sales

Service Desk

System (Tables & Setup)

Time & Expense

Need Help?