ConnectWise PSA integration
This section contains the release notes for the ConnectWise PSA integration with GravityZone. Documentation is available here.
April 2025
Release date: 2025.05.14
New features and improvements
Improvements to the Bitdefender Ticketing Service.
Important
To ensure the Bitdefender Ticketing Service can update existing ConnectWise PSA service tickets, update the ConnectWise security role used for the integration as follows:
Under Service Desk > Service Tickets, set the Edit Level to My or All.
The Add Level and Inquire Level must remain set to All.
Resolved issues
Resolved an issue that was preventing the Bitdefender Ticketing Service from updating existing ConnectWise PSA Service Desk tickets.
November 2024 - Initial release
Release date: 2024.11.13
The ConnectWise PSA integration with Bitdefender GravityZone is designed to automatically report the monthly usage billing for given MSP GravityZone companies, create and update ConnectWise PSA service desk tickets for Bitdefender alerts. The new upgraded Bitdefender ConnectWise PSA integration is differentiating from the Legacy ConnectWise PSA integration with new features.
New features
Bitdefender introduces a dedicated ConnectWise PSA application, where you can manage company mappings between GravityZone and ConnectWise PSA, billing and ticketing.
Mappings
You can map GravityZone companies to ConnectWise PSA companies for billing and ticketing, without the need to import them as new entities.
Mappings are synchronized and, if any issues are detected, the integration will inform you to take actions. Issues may include: the GravityZone or the ConnectWise PSA company does not exist anymore, the configured agreement or product is no longer available, tickets cannot be created, etc.
Billing
The Billing service has been updated to support multiple agreement types or specific agreement selection. The service can now be disabled or enabled for specific mapped companies, offering more granularity to you as a partner.
Ticketing
The Ticketing service has been overhauled with updated Bitdefender alert notifications for:
Advanced Anti-Exploit
Advanced Threat Control
Antimalware
Antiphishing
Endpoint Detection and Response (with custom severity thresholds)
Firewall
Web Traffic Scan
Sandbox Analyzer
Ransomware Detection
Network Attack Defense
HyperDetect
All alerts offer the possibility to select a ticket severity for the ConnectWise PSA platform and the specific PSA service board to which the PSA service desk ticket should be assigned to.