CallSprout + ConnectWise PSA
Connect Sage, your AI voice agent, to ConnectWise PSA so every support call opens a ticket, posts a billable time entry, and screen-pops the caller's company and contact. Available for ConnectWise PSA.
How CallSprout works with ConnectWise PSA.
For a managed services provider, the phone is where billable time quietly leaks. A client calls about a down server, your technician fixes it in twelve minutes, and the call never becomes a ticket or a time entry because everyone moved on to the next fire. Multiply that across a week and a help desk loses hours of real work it performed but never invoiced.
CallSprout closes that gap by putting Sage, our AI voice agent, in front of your ConnectWise PSA. Sage answers the call, recognizes the company from the number, opens a service ticket, writes the call duration back as a time entry, and attaches a clean AI summary of what was discussed. Your technicians walk into every call with context, and your board stays current without anyone typing up notes after the fact.
It is the same pattern we build for every MSP and IT team: keep the work flowing into the system you already run, and stop paying people to re-key what the phone already knew. Sage works alongside ConnectWise PSA, it does not replace it.
CallSprout and ConnectWise PSA, working together.
What Sage does once your call data flows into the tools you already use.
Sage creates a ConnectWise service ticket the moment a support call ends, capturing the issue summary so nothing gets lost between the phone and the board.
Call duration posts to ConnectWise as a time entry against the right company, ready for your team to review and bill on the next invoice cycle.
CallSprout matches the inbound number against your ConnectWise companies and contacts, so your technician sees the account the moment the phone rings, and the exact contact when they call from a direct line.
When a known contact calls, CallSprout pulls their open ConnectWise service tickets, so your technician knows whether this is a new issue or a callback before they say hello.
Turn every support call into a billable time entry
ConnectWise PSA exposes time entries through its REST API, and that is the heart of this integration. When a support call ends, Sage posts the call duration to ConnectWise as a time entry against the matching company, linked to the ticket it just opened. The entry lands in your normal review and approval flow, so a person still signs off before anything reaches an invoice.
This is the wedge that pays for itself. The quick calls that used to vanish, the after-hours password reset, the five-minute remote fix, all show up as captured, billable work. If you want to see how that maps to what you would pay, our pricing is metered and transparent, billed by the second rather than by rounded-up blocks.
Screen-pop the right account before you answer
CallSprout matches the inbound number against your ConnectWise companies and contacts, so the moment a call connects your technician sees the account it belongs to, and the exact contact when they call from a direct line. Shared main numbers resolve to the company, so even a call from a busy front desk still opens with the right account on screen.
The match runs on CallSprout's own phone network using the company and contact data it reads from ConnectWise, then the record pops for your technician before they answer, alongside the caller's open tickets. When the caller is not in ConnectWise yet, CallSprout captures their name, company, and reason for calling so your team can create the record from a complete starting point. Here is more on how CallSprout routes each caller to the right technician.
A clean ticket and AI summary on every call
Every support call Sage handles becomes a ConnectWise service ticket with an AI-generated summary of the issue and what was agreed. Your board reflects reality instead of a backlog of calls someone meant to log later, and your reporting finally counts the phone work that used to be invisible.
Because the full conversation is transcribed, you also get a searchable record of what clients keep calling about. That feedback loop is the same reason teams turn on AI call transcription across the rest of their lines. Sage announces recording at the start of every call, so you meet two-party consent requirements in the states that require it.
Built for the way MSP help desks actually run
Sage answers around the clock, so an outage call at 2 a.m. still opens a ticket and reaches your on-call engineer instead of a voicemail box nobody checks until morning. During a major incident, it absorbs the flood of duplicate calls so your team can stay on the fix.
If you run a different stack, the same pattern is available for Autotask, HaloPSA, and Syncro, and you can browse the full integration catalog to see what Sage does with the rest of your tools. Sage rides on CallSprout's cloud phone platform, so there is no new hardware to buy and nothing to rip out.
What this looks like day to day.
A client's server goes down at midnight. Sage answers, recognizes the company, opens a priority ticket, captures the symptoms, and routes the call to your on-call engineer with the time entry already running.
A quick remote password reset that used to go unlogged becomes a ticket and a billable time entry automatically, so the work you did is the work you can invoice.
When one outage triggers twenty calls, Sage handles the duplicates, captures each affected contact, and keeps your technicians on the resolution instead of the phones.
Getting connected to ConnectWise PSA.
- 1
Book a 15 minute call and tell us how your help desk uses ConnectWise PSA, your boards, and your billing flow.
- 2
We connect Sage to your ConnectWise PSA environment through its REST API, mapping companies, contacts, ticket boards, and time entries to your setup.
- 3
Sage starts answering support calls, opening tickets, posting time entries, and screen-popping the account on every call. Book your call to get started.
Have Sage call you.
The fastest way to see how Sage handles your calls is to hear it. Leave your number and Sage, our AI voice agent, calls you in about 10 seconds.
ConnectWise PSA, answered.
- Does CallSprout integrate with ConnectWise PSA?
- Yes. CallSprout connects to ConnectWise PSA through its REST API to open service tickets, post billable time entries, and identify the caller's account on every inbound call, plus the exact contact when they call from a direct line. Book a call and we will map it to your boards and billing flow.
- Will it create a new ticket for every call?
- Yes. Sage opens a ticket for each support call and attaches an AI summary of the conversation, so your board stays current without anyone typing notes afterward. We tune which boards and statuses it uses during setup.
- How are time entries handled?
- Call duration posts to ConnectWise as a time entry linked to the right company and ticket. Entries flow into your normal review and approval process, so your team signs off before anything reaches an invoice and billing stays accurate.
- What happens when the caller is not in ConnectWise yet?
- Sage captures the caller's name, company, and reason for calling during the conversation and logs it, so your team can create the company or contact from a complete starting point instead of a blank form.
- Can Sage route calls based on ConnectWise data?
- Sage reads account information from ConnectWise and routes the call on CallSprout's own phone network using the rules you define, for example sending priority accounts straight to a senior technician. ConnectWise supplies the data and CallSprout handles the routing.
- Does Sage record calls, and what about consent?
- Sage can record and transcribe calls, and it announces recording at the start of each call so you meet two-party consent requirements in the states that require it. Transcripts and summaries are stored on CallSprout's secure infrastructure.
- Do we need to replace ConnectWise or buy phone hardware?
- No. Sage works alongside ConnectWise PSA, not instead of it, and CallSprout is cloud based and runs on the devices your team already uses. There is no new phone hardware to buy.
The ticket and time data Sage captures is also a signal worth mining. Our sister company Ereos builds custom AI for MSPs and IT teams on its Watchtower platform, reading across the systems you already run.
When the answer is in your PSA data, not just your phone line
CallSprout keeps your support line answered and your tickets and time entries flowing into ConnectWise. When you want AI that reads across your PSA, RMM, and documentation to surface the recurring issue draining your margin or the client whose ticket volume is creeping up, that is what our sister company Ereos builds. Its Watchtower platform connects to the tools your MSP already runs and turns that data into signals your team can act on.
Schedule a discovery call with EreosMore MSP and IT integrations.
Connect CallSprout to ConnectWise PSA
Book a 15 minute call and we will get you set up.