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Hardware Technician

ConnectWise PSA (formerly ConnectWise Manage) MCP Server for MSPs

Introducing Our First MCP Server for ConnectWise PSA

At Tech Centre, we're proud to unveil a major innovation in how we manage our business and our clients: our custom-built MCP (Model Context Protocol) server — a powerful automation gateway that connects directly to ConnectWise PSA (formerly ConnectWise Manage).  Using natural language, we gain deep insights and enable intelligent automation to reduce our tech load and improve client satisfaction.  

Link to request joining the MSP MCP Beta Program near the bottom of this page.

Why It Matters

This isn't just another integration. Our MCP server allows us to automate, streamline, and intelligently manage service operations with real-time responsiveness and precision. It gives us full programmatic control over tickets, assets, time entries, agreements, and more - all securely and efficiently.

What This Means

  • Faster Issue Resolution âœ…
    AI-assisted triage and intelligent ticket routing mean your issues land with the right technician immediately - not bounced between queues.

  • Live Client Dashboards ðŸ“Š
    Real-time service transparency via secure dashboards so you always know what's happening - no more digging through emails.

  • Proactive Service, Not Reactive Fixes ðŸ•’
    Automated alerts and workflows allow us to fix issues before they impact your business.

  • Bulletproof Billing & Compliance ðŸ’¸
    Our automated audit engine ensures accurate billing, clean time entries, and airtight SLA tracking.

  • Seamless Integration with Other Tools ðŸ”„
    Our MCP can connect with other services, such as RMM, cloud services, or monitoring platforms for a unified service experience.

Actual Use Cases:

1. Automated SLA Enforcement & Escalation Handling

Pain it solves: SLAs getting breached without real-time action.

How it works:

  • Use the MCP server to poll or webhook SLA data in real time from tickets.

  • If an SLA breach is imminent, the server can automatically escalate the ticket, notify the correct tier, or even reassign it.

  • Integrate with SMS or MS Teams for instant alerts.

Real-world gain: Stops revenue loss from SLA penalties. Increases client satisfaction and retention. Reduces manager "firefighting".

2. Proactive Ticket Routing & AI-Based Triage

Pain it solves: Manual triage bottlenecks and misrouted tickets.

How it works:

  • Pull ticket data (issue type, company, priority, time created) through the MCP.

  • Use your AI to analyze and auto-categorize the ticket.

  • Update the ticket with proper board, status, or resource assignment directly using the MCP.

Real-world gain: Faster resolution times. Less time wasted on internal ticket ping-pong.

3. Zero-Touch Billing Audits

Pain it solves: Missed billing from unbilled time, orphaned products, or misconfigured agreements.

How it works:

  • Query all ticket time entries, product additions, and agreement configurations.

  • Compare billed vs. unbilled time or misalignments.

  • Auto-generate audit reports or even flag tickets that need adjustment before invoicing.

Real-world gain: Recover lost revenue. Reduces manual accounting checks. Improves cash flow predictability.

4. MCP-Powered NOC Automation

Pain it solves: Reactive service delivery and wasted tech cycles.

How it works:

  • Use external monitors to send alerts to your MCP.

  • MCP can auto-create ConnectWise tickets, enrich them with config data (location, serial, last reboot), and assign based on known patterns.

  • Auto-close resolved alerts and attach notes or metrics.

Real-world gain: More Tier 1 issues resolved with intelligence, more quickly, and without human touch. Adds real operational leverage.

Are you an MSP looking for an AI solution for your ConnectWise PSA? 
Request to join our Free MCP Beta Program with button below:

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