MADDOX integrates directly with both ConnectWise Manage and Autotask PSA platforms, syncing contacts, companies, tickets, and opportunities bidirectionally in real time. Your technical team continues working in the PSA they already know while MADDOX captures every call and meeting word-for-word, automatically updating ticket notes and opportunity records without duplicate data entry. The integration eliminates 47 minutes per day per user in redundant CRM and PSA logging for MSPs running integrated systems.
How does the ConnectWise Manage integration work with MADDOX
The ConnectWise Manage integration connects through the PSA’s native API, pulling your existing company records, contacts, service tickets, and sales opportunities into MADDOX automatically. When a technician or salesperson makes a call using the AI-powered CRM, MADDOX matches the phone number to the ConnectWise contact record and begins recording and transcribing.
Every word spoken gets transcribed and attached to the relevant ticket or opportunity in ConnectWise Manage. If your tech promises a client a VLAN reconfiguration by Friday during a support call, that commitment appears in the ticket notes with a timestamp and exact quote. No manual entry required.
The sync runs bidirectionally. Create a new company in ConnectWise and it appears in MADDOX within minutes. Log a meeting in MADDOX and the summary, action items, and transcript link populate the activity timeline in ConnectWise Manage. Your team works in whichever system makes sense for the task at hand.
The integration respects your existing ConnectWise workflow. If you route tickets through specific boards or use custom fields for client classifications, MADDOX maps to those structures. Your PSA remains the system of record for billing and project management while MADDOX becomes the accountability layer that proves what was actually said.
What does the Autotask PSA integration include
Autotask users get the same bidirectional sync: companies, contacts, tickets, opportunities, and activities flow between systems automatically. MADDOX reads your Autotask account structure and mirrors it, so clients assigned to specific account managers in Autotask appear under those same owners in MADDOX.
When a sales call happens, MADDOX records and transcribes it, then writes the transcript summary and key commitments directly into the Autotask opportunity notes. If a prospect mentions they’re opening a second office location, that detail gets flagged in both systems. Your pipeline stays current without anyone remembering to update it.
Service tickets benefit most. A client calls about slow network performance, your tech talks through the issue, and MADDOX transcribes the entire conversation into the Autotask ticket. When the client later claims you promised a hardware upgrade you never mentioned, you pull the transcript and settle the dispute in seconds.
The integration also syncs time entries. If you bill clients for phone consultations, MADDOX can push call duration and summary notes into Autotask time entries, reducing the manual logging that kills profitability on small service calls. The system knows the difference between a billable client call and an internal team meeting.
Do I have to enter data twice if I use MADDOX with my PSA
No. The entire point of the integration is eliminating duplicate data entry. Your team continues creating tickets, logging opportunities, and managing projects in ConnectWise or Autotask exactly as they do today. MADDOX runs in the background, capturing conversations and pushing relevant details into the PSA automatically.
A typical workflow: your salesperson schedules a discovery call using MADDOX booking, which syncs to ConnectWise as a scheduled activity. The call happens through the MADDOX AI Softphone, recording and transcribing automatically. When the call ends, MADDOX writes a summary, extracts action items, and updates the ConnectWise opportunity with next steps and quoted pricing. The salesperson reviews the auto-generated summary, makes any corrections, and moves on. Total manual effort: 30 seconds.
For service tickets, the flow is even simpler. Client calls the support line, MADDOX answers or routes to a tech, records the conversation, and appends the transcript to the existing ticket in your PSA. The tech closes the ticket in ConnectWise or Autotask as usual. The transcript lives in both systems, searchable and timestamped.
The only time you touch both systems is when you want to review AI insights that don’t exist in traditional PSAs – like sales coaching feedback, commitment tracking across all client touchpoints, or the Ask MADDOX feature that answers questions like “Which clients mentioned budget concerns in the last 90 days?” Those capabilities live in MADDOX because ConnectWise and Autotask weren’t built for conversational intelligence.
MADDOX eliminates an average of 47 minutes per day per user in duplicate CRM and PSA data entry for MSPs running integrated systems.
Can MADDOX replace ConnectWise or Autotask entirely
MADDOX is not a PSA replacement. It doesn’t handle procurement, vendor management, project time tracking, or the billing integrations that ConnectWise and Autotask excel at. What MADDOX does is add the accountability and intelligence layer those platforms lack – recording every conversation, coaching salespeople in real time, and surfacing commitments before they turn into client disputes.
Most MSPs run ConnectWise Manage or Autotask because those systems integrate with their entire back-office stack: QuickBooks for accounting, Datto for BDR management, IT Glue for documentation. Ripping that out creates more problems than it solves. MADDOX integrates into that ecosystem rather than replacing it.
Where MADDOX becomes the primary system is sales and client communication. If you need to know what a prospect cared about during their initial consultation six weeks ago, you ask MADDOX, not ConnectWise. If you want to train a new hire by having them listen to your best objection-handling calls, you use MADDOX recordings. If a client disputes what was promised during onboarding, you pull the MADDOX transcript, not your handwritten notes.
The combination is the point. ConnectWise and Autotask manage the operational workflow. MADDOX ensures your team actually does what they said they’d do, and proves it when questioned. For MSPs stuck at the revenue ceiling because they can’t scale sales without losing accountability, that combination breaks the bottleneck.
What setup steps are required to connect MADDOX to my PSA
The integration setup takes less than 15 minutes and requires no technical expertise beyond admin access to your ConnectWise Manage or Autotask account. You generate an API key in your PSA, paste it into MADDOX, and the system begins syncing immediately.
- Log into your ConnectWise Manage or Autotask account as an administrator
- Navigate to the API settings section and generate a new integration key with read/write permissions for contacts, companies, tickets, and opportunities
- Copy the API key and paste it into the MADDOX integrations page under Settings
- Select which ConnectWise boards or Autotask queues you want MADDOX to sync with (or choose “all” for complete bidirectional sync)
- Map any custom fields you want MADDOX to populate (optional – the system works without custom field mapping)
- Click “Test Connection” to verify the integration, then “Enable Sync”
The initial sync pulls your existing contacts, companies, and open opportunities into MADDOX. Depending on your database size, this takes anywhere from two minutes to an hour. Once complete, all future changes sync in real time – typically within 60 seconds of the change occurring in either system.
If you run into issues, MADDOX support walks you through the setup on a live call. Most MSPs complete the integration during their onboarding session and start recording calls the same day. No developer required, no consulting fees, no multi-week implementation project.
What happens to my recorded calls if I stop using MADDOX
Your call recordings, transcripts, and meeting notes remain accessible through a data export even after you cancel. MADDOX provides a full export of all conversation records, transcripts, contact data, and linked PSA references in standard formats (CSV for structured data, plain text or JSON for transcripts). You own the data, and it doesn’t get held hostage.
The AI-powered insights – like “Show me all commitments made to this client in the last year” or “Which sales calls mentioned security concerns?” – stop working when the subscription ends, because those require the active AI engine analyzing your corpus of conversations. The raw transcripts export, but the intelligence layer that makes them instantly searchable and actionable does not.
For MSPs in regulated industries (healthcare, legal, financial services), this matters for compliance. If you’re subject to record retention requirements, you need the transcripts archived in a format you can produce during an audit. MADDOX exports meet that standard. You can take the exported transcripts and store them in your document management system alongside contracts and SOWs.
The integration with ConnectWise and Autotask also means much of the critical data already lives in your PSA. Ticket notes, opportunity updates, and activity summaries that MADDOX wrote into ConnectWise stay in ConnectWise forever, even if you cancel MADDOX. You lose the voice recordings and full transcripts, but the summaries and action items remain in your system of record.
Why MADDOX integration beats standalone PSA call logging
ConnectWise Manage and Autotask both offer call logging features. You can manually log a call, type a summary, and attach it to a ticket or opportunity. What they don’t do is record the call, transcribe it word-for-word, extract commitments automatically, or coach your salesperson in real time while the conversation is still happening.
The difference becomes obvious during client disputes. A client claims you promised 24-7 on-site support during the sales process. Your salesperson insists they only promised business-hours remote support. In a traditional PSA, you have a one-paragraph call summary that says “Discussed support options.” With MADDOX integrated into your PSA, you pull the transcript, search for “on-site,” and find the exact moment your rep said “We offer on-site as an add-on for an additional $400 per month.” Dispute settled in 30 seconds.
The AI-powered CRM built for MSPs also understands technical terminology. When your engineer discusses firewall rules, VLAN segmentation, or Active Directory federation, MADDOX transcribes it accurately because the AI is trained on IT language. Generic call recording tools turn technical conversations into gibberish, making the transcripts useless for documentation.
Sales coaching is the other major gap. ConnectWise and Autotask tell you whether a call happened and how long it lasted. MADDOX tells you whether your rep asked about the prospect’s current backup solution, handled the price objection effectively, or forgot to set a follow-up meeting. That coaching happens automatically after every call, with specific feedback tied to actual conversation moments. Your PSA can’t do that because it wasn’t designed to.
For MSPs trying to scale past the owner-does-all-the-sales stage, the integration solves the core problem: how do you maintain accountability and quality when you’re not personally on every client call? You can’t. But MADDOX can, and it writes the proof directly into the PSA your team already lives in.
Frequently asked questions
What is better than ConnectWise for MSPs
ConnectWise Manage remains the leading PSA for procurement, billing, and project management, but it lacks conversational intelligence. MADDOX integrates with ConnectWise to add AI-powered call recording, live sales coaching, and commitment tracking that ConnectWise doesn’t offer. The combination delivers better accountability than either system alone, especially for MSPs where technical staff also sell and promises made verbally turn into scope disputes later.
Is ConnectWise PSA the same as ConnectWise Manage
Yes, ConnectWise PSA was rebranded as ConnectWise Manage several years ago. They refer to the same platform. The name change reflected the product’s evolution from pure professional services automation into a broader business management system. MADDOX integrates with ConnectWise Manage (formerly PSA) through the standard API, so whether you call it PSA or Manage, the integration works identically and syncs contacts, tickets, and opportunities bidirectionally.
How much does ConnectWise Manage cost per user per month
ConnectWise Manage pricing typically ranges from $99 to $299 per user per month depending on the feature tier and contract length, with additional costs for integrations and support packages. MADDOX pricing operates on a separate subscription model with four tiers (Starter, Pro, Elite, Enterprise) designed to fit MSPs at different revenue stages. The integration between the two systems is included at no additional cost, so you’re not paying integration fees on top of both subscriptions.
Can ConnectWise integrate with Jira
Yes, ConnectWise Manage offers integration with Jira through third-party connectors and API bridges, allowing development-focused MSPs to sync tickets and project tasks between the two platforms. MADDOX does not currently integrate directly with Jira, but because MADDOX syncs with ConnectWise Manage, any data flowing from MADDOX into ConnectWise can subsequently flow into Jira through that existing ConnectWise-Jira integration. This creates a three-system workflow for MSPs managing both service delivery and software development projects.
Is ConnectWise a CRM
ConnectWise Manage includes CRM functionality (contact management, opportunity tracking, sales pipelines) but is primarily a PSA built for service delivery, ticketing, and billing. MADDOX is a purpose-built AI-powered CRM that records and transcribes every conversation, coaches salespeople in real time, and tracks commitments across all touchpoints. The two systems complement each other: ConnectWise manages the operational workflow while MADDOX ensures accountability for what was actually said and promised during sales and service interactions.
What is the difference between ServiceNow and ConnectWise
ServiceNow is an enterprise-grade IT service management platform designed for large organizations with complex workflows, typically starting at six-figure annual contracts and requiring dedicated administrators. ConnectWise Manage targets small to mid-sized MSPs with simpler deployment, lower cost, and features tailored to recurring revenue service businesses. MADDOX integrates with ConnectWise Manage (not currently ServiceNow) because the typical MADDOX customer is a growing MSP, not an enterprise IT department. For MSPs serving small business clients, ConnectWise is the right-sized platform.