Phinbox IQ Pod in ConnectWise

Overview

Phinbox IQ can be inserted into your ConnectWise Service Desk as a pod, providing full functionality directly within ConnectWise. This guide provides step-by-step instructions for setting up Phinbox IQ and deploying it as a pod in ConnectWise.

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Partner Level Configurations

Steps 1-3 are partner configurations that only need to be performed once.

1. Configure Prerequisites in ConnectWise Manage

Before you begin any configuration in the Phin platform, complete these steps in ConnectWise Manage:

Create Security Role in ConnectWise Manage

If the API member you create will NOT use the built-in Admin role, create a dedicated role with the following permissions for service desk:

1. 1.In ConnectWise Manage, go to System > Security Roles.
2. 2.Click + to add a new role.
3. 3.Name it Phin Integration and save.
4. 4.Assign these permissions:
   • ​Companies > Company Maintenance — Inquire Level (All)
   • ​Companies > Manage Attachments — Add & Inquire Level (All)
   • ​Companies > Contacts — Inquire Level (All)
   • ​Service Desk > Service Tickets — Add & Inquire Level (All)
   • ​System > Table Setup — Add, Edit, Delete, Inquire (All)
     • ​Alternatively, grant specific permissions using the ‘customize’ link. Ensure ‘General/Manage Hosted API’ is in the Allow column in the Update Security modal.
5. 5.Save the security role once the permissions are set.

Create an API Member in ConnectWise Manage

1. 1.Go to System > Members > API Members.
2. 2.Click + to create a new API Member.
3. 3.Enter a Member ID and Member Name (e.g., Phin API User).
4. 4.Assign the Phin Integration role you created earlier, or the Admin role.
5. 5.Under Service Defaults > Service Board > Default Board, assign a default service board to this API Member. If none exists, create one via System > Setup Tables, search Service Board, and add it.
6. 6.Go to the API Keys tab.
7. 7.Click + to generate a new key.
8. 8.Add a description (e.g., Phin Integration Key) and save.
9. 9.Copy and store the generated Public Key and Private Key for use in Phin.

You should now have:

• ​Company ID – visible on the ConnectWise login screen or via System > My Company in the URL.
• ​ConnectWise API URL – the base URL for ConnectWise.
• ​Public Key and Private Key – generated in the API member steps.

2. Connect Phin to ConnectWise Manage & Enable Service Desk Integration

Connect Phin to CW Manage

1. 1.Log in to the Phin partner portal.
2. 2.Navigate to the Integrations page.
3. 3.Locate and open a ConnectWise Manage integration tile.
4. 4.Enter:
   • ​Company ID
   • ​ConnectWise API URL
   • ​Public Key
   • ​Private Key
5. 5.Select Connect.
6. 6.This establishes the connection and unlocks the Service Desk integration.

Enable Service Desk

Click the 'Enable' button to toggle the Service Desk integration on.

• ​If you have existing company accounts, you can map companies in Phin to ConnectWise companies immediately on the Service Desk integration page.
• ​If you are a new partner without companies, create at least one company account, then return to map companies.

3. Create and Deploy the Phinbox IQ Pod

1. 1.In the ConnectWise integrations section, navigate to the Phinbox IQ Pod tab.
2. 2.If Phin detects missing Table Setup permission, a warning will display. Ensure the security role has all required permissions.
3. 3.Select the screen for your pod (likely Service Ticket).
4. 4.Click Deploy Pod. You should see a success message indicating deployment to ConnectWise.
   • ​Steps 5-10 must be performed per technician who wants to use the Phinbox IQ pod in their service tickets.
5. 5.In your ConnectWise Manage environment, go to a ticket (Service Desk -> Service Board).
6. 6.Press the Gear icon (top right).
7. 7.Press Pod Configuration.
8. 8.Find the Phin Pod on the left, select it, and click the arrow pointing right.
9. 9.The pod will now show in your tickets. You can drag and drop it within the ticket, and this will persist for all tickets created from companies mapped in the Service Desk integration.
10. 10.Once configured in a ticket, all tickets for that ConnectWise user will include the PhinboxIQ pod. Other users can follow steps 5-10 to add the pod to their accounts.

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Company Level Configurations

These steps must be repeated per company account in Phin, as they depend on credentials and mapping for each company tenant.

4. Map Phin Companies to ConnectWise Companies

Map company tenants in Phin to those in ConnectWise Manage. This is required for associating reported tickets with the correct companies.

• ​If you are a new partner with no companies in Phin, create companies to see them listed in the 'Company' column on the Service Desk integration page.
• ​Existing partners should see their companies listed.

There are two mapping methods:

1. 1.Auto-Map: Click "Auto-Map" to let the integration find exact matches between Phin and ConnectWise company names. The process may take up to a minute. When complete, the "ConnectWise Company" column will populate.
2. 2.Manual Mapping: If company names differ, select a company from the dropdown in the ConnectWise Company column or start typing the name to search.

If you manually map some rows and then use auto-map, your manual mappings will not be overridden. Remove company names from the ConnectWise Company column to allow auto-map to update them.

When a selection is made, the mapping is saved automatically. The "Mapping Saved" date appears in the bottom left of the table. The 3rd and 4th columns in this table are for configuring the 'Report a Phish' and 'Phinbox IQ' integrations.

5. Deploy the Report Phishing Button For Each Mapped Company

Configure the Report Phishing integration from the Service Desk mapping table.

Before proceeding, ensure your Outlook instance meets the necessary Microsoft requirements. The new Outlook client does not support add-ins outside of the primary account.

The mapping table's 3rd column, labeled Report-a-Phish, has a Setup button for each company. To deploy:

1. 1.Click the Setup button for a mapped company.
2. 2.Review permissions and click 'Continue' to be redirected to Microsoft.
   • ​Optionally, check 'Don't show again' to skip this step in the future.
3. 3.Accept the permissions.
4. 4.You will be redirected back to Phin and wait for verification.
5. 5.The modal will provide instructions for finishing deployment:
   1. 1.Download the manifest file.
   2. 2.Create a Custom App & upload the manifest file:
      • ​Go to Microsoft Admin Portal
      • ​Go to Settings > Integrated Apps
      • ​Select Upload Custom apps
      • ​Select Office Add-in App type
      • ​Upload the manifest file (.xml)
      • ​Assign users
      • ​Deploy Phin’s 'Report Phishing' button
6. 6.Once complete, return to the modal and click 'Mark as Complete'.

Notes:

• ​It can take up to 24 hours for an add-in to appear for all users.
• ​The feature can be deployed in Outlook Web App (OWA) and Outlook Desktop Apps, but is not compatible with Outlook Mobile App or Shared Inboxes.
• ​Mac users may need to adjust their toolbar to view the integration.
• ​Outlook on the web places the button in a different location within the email.
• ​If an admin is removed from Phin after connecting this integration, it will continue to work as long as the admin has the "Global Administrator" role.

6. Enable Phinbox IQ For Each Mapped Company

The mapping table's 4th column, labeled Phinbox IQ, has a Setup button for each company. To enable:

1. 1.Click the Setup button for a mapped company.
2. 2.Review permissions and click 'Continue' to be redirected to Microsoft.
   • ​Optionally, check 'Don't show again' to skip this step in the future.
3. 3.Accept the permissions.
4. 4.You will be redirected back to Phin and wait for verification.

Repeat steps 5 and 6 for each mapped company in Phin you want to use the Phinbox IQ pod for in ConnectWise.

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