Create ConnectWise Ticket

The Create ConnectWise Ticket action creates a new service ticket in ConnectWise Manage. It matches the sender's email address to an existing ConnectWise Contact and Company, then creates the ticket with the board, status, priority, and other classification details you specify.

Workflow Action

This is a workflow action. It accepts a contact email address and uses it to locate the matching ConnectWise Contact and Company before creating the ticket. You must supply the Service Board directly. Learn more about the difference between workflow actions and single API call actions.

When to Use This Action

Use this action when:

• You want to create new ConnectWise tickets from incoming human-generated emails
• You want ConnectWise to associate the ticket with the correct company based on the sender's email address

Don't use this action for:

• Updating existing tickets: Use Update ConnectWise Ticket instead.
• Automated alert emails: System-generated emails from monitoring tools or automated systems are better handled with different actions.
• Scheduled tasks: This action is designed for email-based workflows and is only available for Hosted Mailboxes and Pollers.

Common Pattern: Pairing with Update ConnectWise Ticket

This action is typically used together with Update ConnectWise Ticket in a two-step pattern:

1. Update ConnectWise Ticket runs first and attempts to find an existing ticket
2. If no ticket is found, Create ConnectWise Ticket runs next to create a new one

This pattern handles both replies to existing tickets and new support requests with a single rule:

Rule: "Process Support Email"
  1. Update ConnectWise Ticket
     - If ticket found: adds note, workflow stops (or continues based on your setting)
     - If no ticket found: sets flag and continues to next action
  2. Create ConnectWise Ticket
     - Creates new ticket only if step 1 didn't find one

Configuration

Contact & Company Matching

Field	Description
Contact Email Address	The email address used to locate a matching ConnectWise Contact and Company. Default: {{email.from.address}}.
Default Company	The fallback Company when no matching Contact or domain is found. Required.

Basic Information

Field	Description
Summary	The ticket summary/title (max 100 characters). Supports template variables like {{email.subject}}.
Initial Description	The initial ticket description, which appears in the first note. Supports template variables.

Classification

Field	Description
Service Board	The service board for the ticket. Required.
Status	The initial ticket status. If not provided, uses the board's default status.
Type	The service type. Options depend on the selected board.
Sub-Type	The service sub-type. Options depend on the selected board and type.
Item	The service item. Options depend on the selected board.
Priority	The ticket priority level.
Source	The ticket source (e.g., Email, Phone, Portal).

Severity & Impact

Field	Description
Severity	The severity level: Low, Medium, or High.
Impact	The impact level: Low, Medium, or High.
Budget Hours	The budgeted hours for this ticket.

Workflow Controls

Field	Description
After Creating Ticket	What to do after the ticket is created successfully. Default: Stop All. Options: Continue, Stop, Stop All.
Error Handling	What to do if ticket creation fails. Options: Exception, Bounce, Continue, Stop, Stop All.

Connection

Field	Description
ConnectWise Connection	Select the ConnectWise connection to use. Required.

Returned Variables

When you configure Store the results in Variable, these variables become available for use in subsequent actions:

Status Flags

Variable	Type	Description
LocatedExistingContact	bool	true if a matching Contact was found for the sender's email
LocatedExistingCompany	bool	true if a matching Company was found
UsedDefaultCompany	bool	true if the ticket was assigned to the Default Company
CreatedNewTicket	bool	true if the ticket was created successfully
CreatedNewTicketCausedError	bool	true if ticket creation failed
ContactEmailAddress	string	The email address used for matching
CompanyDomain	string	The domain portion of the contact email

Created Objects

Variable	Type	Description
Ticket	object	The created ConnectWise ticket
Contact	object	The matched Contact (if found)
Company	object	The matched or default Company

Example usage: {{custom.myVariable.Ticket.id}} or {{custom.myVariable.Ticket.summary}}

Ticket Properties

Property	Type	Description
id	int	The ticket ID
summary	string	The ticket summary
board	object	The service board (id, name)
status	object	The ticket status (id, name)
company	object	The associated company (id, identifier, name)
contact	object	The associated contact (id, name)

FAQs

What fields are required?

At minimum, you must provide:

• ConnectWise Connection
• Default Company
• Summary
• Service Board

All other fields are optional and will use defaults if not specified.

How do I use template variables?

The Summary and Initial Description fields support text expressions. Common examples:

• {{email.subject}}: The email subject line
• {{email.from.address}}: The sender's email address
• {{email.from.display}}: The sender's display name
• {{email.body}}: The full email body

What happens if ticket creation fails?

The behavior depends on your Error Handling setting:

Setting	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