ConnectWise PSA ticket email setup
Short answer
Point the ConnectWise Email Connector at the Watchbill mailbox and test Company. Recovery is threaded to the down message and does not close the ticket.
How The Watchbill helps
- On Pro and Business, a down check can email the address your ticket system already turns into a ticket.
- The recovery message uses that same path.
- Email alerts are included on every plan, including Free.
This guide is the ConnectWise PSA mailbox setup for a down check and the recovery that follows it.
On Pro or Business, open Alerting, then PSA ticket email, and choose ConnectWise. Paste the mailbox the Email Connector already reads. Put the company name in Company if a parsing rule should see it. Send one test down and one test up, and write down where each landed.
Board is optional and is written as Board: in the body. The recovery sets reply headers to the down message. This guide does not claim that closes the ticket.
What you type
The PSA menu is ConnectWise. The ticket email is the address the connector watches. It is not a sales mailbox and it is not alerts@thewatchbill.com. Company is the name a parsing rule can read from the Company: line. Board is a label in the body, not a ConnectWise board id that this mail looks up.
The subject stays [Watchbill] Down: or [Watchbill] Up: plus the check name. Company and board are not wrapped into the subject. ConnectWise parsing syntax was not on a page this guide could open, so the company stays on its own line for the tenant's tester.
What the mail contains
Every ticket email includes Dedup: and Watchbill-Message:. The dedup key is the same on the down and the up. Recovery adds Watchbill-Recovery: yes. When a company or board is saved, the body includes Company: and Board: lines.
The down message sets Message-ID to <wb.{token}@thewatchbill.com>. The recovery sets In-Reply-To and References to that id, and uses its own Message-ID ending in .recovery. Whether the mail host keeps a caller-supplied Message-ID was not checked with a live send. The Watchbill does not receive the ConnectWise ticket number, so the subject does not contain {company} or Ticket#12345.
What the opened page says
The ConnectWise University fact sheet says the Email Connector generates service requests from email directed to public folders, and that the connector can be configured to parse emails for the company being supported. docs.connectwise.com paths for the Email Connector returned HTTP 403 or 405 on 12 October 2026. Parsing-rule syntax, the subject text that posts onto an existing ticket, and header matching were not on a page this pass could open. Partner write-ups are not ConnectWise documentation, so this guide does not copy a token from them.
Point the connector at the mailbox. If the tenant already parses alert subjects for a company, point that parsing at the Company: line or at the subject, and test the rule in the tenant's parsing-rule tester. A workflow that should notice recovery can look for Watchbill-Recovery: yes in the body. This pass does not claim that string closes the ticket.
Do not point the connector at a sales mailbox. A newsletter will become a ticket, or a down message will become a lead.
A client that should not share the mailbox
On the client, choose Use a set on this client and check the ConnectWise destination. Set the company when the mailbox is shared and the company is not. Leave the client on Inherit the account set when the account mailbox and the account company are right.
A check can replace the client set. Use that only when one target should land on a different board. The alerting list names the clients that use the destination. All clients means every client that inherits the account set. A client with its own set is listed only when that set includes the destination.
If the account mailbox changes, inheriting clients follow it. Clients with their own set keep the old mailbox until you edit them. After the change, look at the client column. A short list of names means those names need a look. Write down the mailbox, the company, and the board for each client that does not inherit, or the next person will paste the account mailbox and file the ticket on the wrong company.
If two tickets open
ConnectWise parsing was not on a page this guide could open, so a second ticket has to be read in that tenant. Keep the state word in the subject. Do not put the time in the subject. Send a test down, confirm the company and the board, then send a test up and write down what the PSA did with it. Do this on a test company before you add the rest of the clients.
A test from the PSA card sends the same shape and can open a real ticket. The Watchbill does not receive the ticket number the connector assigns. The checking mail and the first confirmed up stay on the alert email. They are not this destination.
Five terminal delivery failures turn the destination off and email the account once. A missing mail setting does not count as an attempt. The from address stays alerts@thewatchbill.com.
What to write down
Write the mailbox, the company line you tested, and the board the ticket landed on. The next person who adds a client will otherwise paste the account mailbox. The client page shows whether the set is inherited or set on the client. Trust that line, then open ConnectWise and confirm the last test. A test from the card uses the same subject and body, so use a company you can delete.
How The Watchbill helps
On Pro and Business, ConnectWise ticket email sends when a confirmed outage opens and when it closes. The subject stays [Watchbill] Down: or [Watchbill] Up:. Company and board are body lines. The recovery is threaded to the down message. There is no REST connector. The comparison across the four PSAs is in ticket email.