ConnectWise Manage - Billing Sync (Built-in Integration)

Team: Huntress Managed Endpoint Detection and Response (EDR)
Product: ConnectWise Manage
Environment: Huntress Dashboard
Summary: This guide goes over how the Huntress Dashboard can be synced to ConnectWise Manage for billing after setting up the ConnectWise Manage Integration. 

Prerequisite: Please see Reporting Incidents to ConnectWise Manage on setting up the ConnectWise Manage Integrations and permissions.

Huntress’s ConnectWise Billing Sync supports all four Huntress products (EDR, SAT, ITDR and SIEM)

Important Notes 

The ConnectWise Manage Billing integration syncs the Product (Set in step 4 below) listed on your clients' Service Agreements. Huntress does not add the Product to the Agreement if it's not already there. 

The sync is performed immediately after your monthly invoice is created. Pushing the "test billing sync" will sync the values of your last Huntress invoice to your ConnectWise agreements. Changes made during a billing cycle will sync on the upcoming invoice. 

Please make sure that your organizations are mapped correctly and that the mapping is kept up to date. If they are not mapped, ConnectWise Manage may not have an accurate view of the Huntress agents and the billing numbers may be off as a result.

If you are looking to update your existing mappings, log into your Huntress Dashboard, click "Integrations" under the hamburger menu and click the "pencil" icon next to your existing integration to update them.

Set up (after you have created your CW Integration)

1. Log into your Huntress Dashboard
2. Click the "hamburger (☰)" menu in the top-right, then click integrations.
3. Click the "pencil ✏️"  icon next to your ConnectWise Manage Integration
   
   
4. Click the Billing tab and then flip "Sync With ConnectWise Agreements" to "Yes" and select the ConnectWise Product you would like to map. Click Save.
   The addition count gets updated on the same day that your Huntress invoice is generated for the month. Huntress does not add the Product/Addition to the Agreement if it's not already present on the ConnectWise side. 
   

Limitations 

• You must choose 1 product to map to 'Additions' in Agreements across all customers
• You can't have the same Huntress product across multiple agreements for the same company, in other words only 1 agreement per customer
• The addition count gets updated on the same day your Huntress invoice is generated for the month--this is not currently customizable. 
• All mapped companies must be active currently (no future dates, billing must be active now) 

Additional permissions required for the billing sync: 

If you set up your Huntress<>ConnectWise Manage Integration prior to July 2021, you may need to update your Manage permissions before Huntress can perform a billing sync. 

Please see Reporting Incidents to ConnectWise Manage Section 2 Step 7 for a list of all required permissions

If your agreements page differs because of customizations (such as sub-agreements) you'll need to experiment with granting granular permissions to any units that appear in your PSA but don't appear in our screenshots below. Highly recommend experimenting with granting All Agreements (edit) level before attempting granular permissions.

1. AgreementsIf you want to get more granular than ALL agreements, you can click "customize" and limit the permissions to just the one Agreement you will use
   

   Finance	Add Level	Edit Level	Delete	Inquire Level
   Agreements (customize)	None	All	None	All

   Procurement: 
   
   

   Procurement	Add Level	Edit Level	Delete	Inquire Level
   Product Catalog	None	None	None	All

    

FAQ and General Troubleshooting

When does the billing sync occur?

The billing sync automatically occurs on the date of your Huntress invoice. Typically, this is the day that your Huntress subscription started. If this date is not ideal for you, your Huntress Account Manager may be able to update the date to a different date. 

We are unable to change or add an addition to an agreement if the effective date falls within a term that has already been invoiced. 

Does Huntress change the price or cost of a product inside of ConnectWise?

No, Huntress will only change the quantity of a product listed inside of ConnectWise based on the quantity noted in the Huntress portal.

If I already have a quantity listed for a product, do you change it to the count inside of Huntress, or add to the existing quantity?

We recommend starting at "0" quantity for the Huntress products. Huntress will add or remove quantity based on the count inside of Huntress. 

I'm not ready to start billing my customer so I put my Addition Start Date (the Effective Date) is in the future. Will this cause any issues?

If your Addition Start Date (Effective Date) starts in the future, Huntress will not be able to sync data. We can only sync data when the Addition Start Date has already started.

I'd like to customize my individual Agreement types (ie: use granular permissions) or I've just added new ones. Is there anything I need to be aware of?

All agreement types that Huntress requires for permissions need to have the Huntress account included. While you can customize them, if the Huntress account does not have the proper access, you may experience sync that occasionally works, or only works for some accounts but not others. 

Security Role Permission - Corporate Level 1 vs Corporate Level 2

When setting up the security roles to match the PSA sync knowledgebase, some partners may opt to increase security by setting the permissions to Corporate Level 2. While this is great for security purposes, if any of your organizations inside of ConnectWise are set to a Corporate Level 1, setting the Huntress tool to Corporate Level 2 will prevent Huntress from being able to sync billing data to organizations with Corporate Level 1 permissions. Discuss with your ConnectWise admin for ways to continue this sync is levels cannot be changed.