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NinjaOne Integrations: ConnectWise Ticket Management

  • Last Updated August 26, 2026

Topic

This article shows you how to create ticket templates for your ConnectWise Manage integration and how to create tickets from NinjaOne alerts. 

Environment

  • NinjaOne Integrations
  • ConnectWise Manage

Description

When the ConnectWise Manage integration is active in NinjaOne, you can create ticket templates that work with triggered conditions and control what happens when a condition is reset.

You must map the NinjaOne organization to a ConnectWise company for tickets to be successfully created. To create tickets successfully, the service board associated with your ticket template must have a default team assigned in the ConnectWise UI.

Select a category to learn more: 

Ticket Templates

You will use ticket templates to automate ticket creation from triggered conditions. You can create multiple templates and configure them to automate certain information based on the issue being resolved. 

To create a new ticket template:

  1. Click New Ticket Template in the Ticket Templates section of the configuration options.
CW_ticket template_new.png
Figure 1: Create a new ticket template in NinjaOne for ConnectWise
  1. Assign the new ticket template a Name and Board at a minimum. 
  2. Optionally, configure the data that will auto-populate when a ticket is created. 
  3. You also have the option to select the Ticket title contents, which allows you to choose from several factors that you would like to include in the ticket title when tickets are created using this template.
  4. For the Time on close section, select the billing options for a ticket with a Closed status. You can select the type of work performed and then specify whether the work is billable and which technician was responsible for the work provided. This section allows you to record automated work for billing without manual intervention when applying the template. If you do not set the minutes after the ticket closes, NinjaOne will not create a time entry.
connectwise_billable work.png
Figure 2: Define billable work for ConnectWise tickets
  1. Choose what will happen to the status of the ConnectWise ticket when a condition is reset in NinjaOne.

You should notice two additional drop-down menus if you select Change to for When condition is reset. The drop-down menu indicates the status the new ticket will change to if the current status matches the selection from the When matches drop-down menu. If you do not select an option from the When matches drop-down menu, any status will initiate the Change to status upon condition reset.

For example, when you set When matches to New and Change to to In Progress, the alert is reset, and the current ticket status is New, so it will automatically update to In Progress.

connectwise_reset condition.png
Figure 3: Choose what happens when a condition resets

Configure NinjaOne Alerts to Create ConnectWise Tickets

You can create tickets from a triggered condition. Using a ticket template for a triggered condition will automate ticket creation and apply all the settings you configured for the template, as covered in the previous section.

  1. Navigate to Administration → Policies. 
  2. Select a policy to open the configuration page. 
  3. Click Add a condition or click an existing condition to edit it. Refer to our Policies: Condition Configuration article to learn how to create policy conditions. 
add a condition.png
Figure 4: Add a condition in NinjaOne
  1. From the ConnectWise drop-down menu, choose Create a ticket or Create and close a ticket. Click Apply to confirm and save.
  2. If you choose to create a ticket, an additional drop-down menu will be displayed. Pick the template you want to use for this alert.

You can create tickets for four components in NinjaOne:

Additional Resources

Refer to the following resources to learn more about the ConnectWise integration in NinjaOne:

FAQ

Next Steps