Create ConnectWise Ticket (API)

The Create ConnectWise Ticket action creates a new service ticket in ConnectWise Manage. This is a low-level API action that makes a single API call with the exact parameters you specify.

Single API Call Action

This is a single API call action. You must supply the company, contact, and all other parameters directly. Learn more about the difference between workflow actions and single API call actions.

When to Use This Action

Use this action when:

• You've already looked up the Company and Contact using query actions
• You need precise control over ticket field values
• You're building a custom workflow with specific ticket creation logic

For email-based ticket creation with automatic company/contact lookup, consider using the workflow action Create ConnectWise Ticket instead.

Configuration

Connection

Field	Description
ConnectWise Connection	Select the ConnectWise connection to use.

Basic Information

Field	Description
Summary	The ticket summary/title (max 100 characters). Supports template variables.
Initial Description	The initial ticket description that appears in the first note. Supports template variables.

Company & Contact

Field	Description
Company	The ConnectWise Company for the ticket. Required. Lock to select from dropdown, or unlock for dynamic values.
Contact	The ConnectWise Contact for the ticket. Select a Company first; the list only shows Contacts for that Company. Optional.
Agreement	An active Agreement for the ticket. Select a Company first; the list only shows active Agreements for that Company. Optional.

Classification

Field	Description
Service Board	The service board for the ticket. Required.
Status	Initial ticket status. Uses board default if not specified.
Type	Service type classification.
Sub-Type	Service sub-type (depends on Type).
Item	Service item (depends on the selected Board, Type, and Sub-Type).
Priority	Ticket priority level.
Source	How the ticket was received.

Severity & Impact

Field	Description
Severity	Severity level: Low, Medium, or High.
Impact	Impact level: Low, Medium, or High.
Budget Hours	Budgeted hours for this ticket.

Error Handling

Field	Description
Error Handling	Action to take if ticket creation fails.

Option	Behavior
Exception	Stop processing and report the error
Bounce	Return the email to the sender
Continue	Continue to the next action
Stop	Stop this rule but allow other rules to process
Stop All	Stop all processing for this message

Returned Variables

When you configure Store the results in Variable, the created ticket becomes available:

Property	Type	Description
id	number	The created ticket ID
summary	string	Ticket summary
recordType	string	Record type
board	object	Service board (id, name)
status	object	Status (id, name)
company	object	Company (id, identifier, name)
contact	object	Contact (id, name)
agreement	object	Agreement (id, name)
priority	object	Priority (id, name)
type	object	Type (id, name)
subType	object	Sub-type (id, name)
item	object	Item (id, name)
source	object	Source (id, name)
severity	string	Severity level
impact	string	Impact level
budgetHours	number	Budgeted hours
dateEntered	string	Creation timestamp

Example usage: {{custom.newTicket.id}}

Example Use Cases

Create Ticket After Company Lookup

After using Query ConnectWise Companies:

Setting	Value
Company	{{custom.company.id}} (unlocked)
Summary	{{email.subject}}
Initial Description	{{email.body}}
Service Board	(Select from dropdown)

Create Ticket with Specific Classification

For a specific workflow:

Setting	Value
Company	(Select from dropdown)
Service Board	Service Desk
Type	Break/Fix
Priority	Priority 3 - Normal
Source	Email

Create High-Priority Ticket

For escalated issues:

Setting	Value
Company	{{custom.company.id}}
Summary	[URGENT] {{email.subject}}
Service Board	Service Desk
Priority	Priority 1 - Critical
Severity	High
Impact	High

FAQs

What fields are required?

At minimum:

• ConnectWise Connection
• Summary
• Company
• Service Board

How do I use dynamic values for Company?

1. First, use Query ConnectWise Companies to find the company
2. Store the result in a variable (e.g., custom.company)
3. In this action, unlock the Company field and enter {{custom.company.id}}

When Company uses a dynamic value, unlock Contact and Agreement too. Their design-time lists require a Company selected from the dropdown.

Can I set custom fields?

Custom fields are not directly supported in this action. Use the ConnectWise API action for full custom field control.

What's the difference from the workflow action?

Feature	API Action	Workflow Action
Company lookup	Manual (use query first)	Automatic from email
Contact lookup	Manual	Automatic from email
Attachments	Not included	Built-in options
Best for	Custom workflows	Standard email-to-ticket

Related Actions

• Query ConnectWise Companies: Find companies first
• Query ConnectWise Contacts: Find contacts first
• Query ConnectWise Tickets: Verify ticket doesn't exist
• Create ConnectWise Ticket (Workflow): Higher-level workflow action