ConnectWise PSA integration
This section contains the release notes for the ConnectWise PSA integration with GravityZone. The documentation is available here.
May 2026
Release date: 2026.05.05
Improvements
Mappings
You can now map or import an existing ConnectWise PSA company as a new GravityZone company via the Create new company option.
New usability filters have been added to improve configuration and navigation:
ConnectWise PSA company type
Billing service
Ticketing service
Billing service
Added support for configuring a custom Agreement description when Bitdefender generates Additions.
Billing capabilities have been expanded to support all GravityZone protection models and add-ons. For existing integrations, all available GravityZone protection models are now automatically mapped to the default ConnectWise PSA product. New mappings can be configured manually for GravityZone add-ons.
Ticketing service
Ticketing configuration options now include new optional fields:
Service desk open status
Type
Sub-type
Item
Service desk tickets now include magic links for faster navigation between ConnectWise PSA and the affected GravityZone endpoint and related GravityZone incident in GravityZone Control Center.
General improvements
ConnectWise PSA is now available for launch from the Integrations hub page in GravityZone Control Center.
The left-side menu has been redesigned, each sub-menu is now easier accessible.
Resolved issues
Access
Integration can now be accessed with any ConnectWise PSA keys generated for the tenant.
Authentication
Login now works with rotated credentials (public/secret) different from the initially configured ones.
Billing
Fixed an issue incorrectly displaying the billing event "Since this period has already been invoiced there will not be an invoice generated for additional products for this period. Please prorate the agreement or update the start date to on or after the Next Invoice Date."
Fixed incorrect billing event message for already invoiced periods.
Fixed issue where billing events get generated after billing migration for mapped companies.
Fixed billing UI/product model inconsistencies.
Fixed billing error validation edge cases.
Ticketing
Fixed issue where the Ticketing step breaks on browser refresh during initial integration.
Fixed issue where Service board dropdown cannot be expanded for EDR ticketing in some situations.
Fixed ticket creation resiliency by handling 4xx/5xx errors from PSA ticketing APIs.
December 2025
Release date: 2025.12.22
Resolved issues
Resolved an issue that could result in tickets missing or being created under the wrong company.
October 2025
Release date: 2025.10.08
Improvements
ConnectWise Billing Service
The Bitdefender Billing Service will now synchronize every 4 hours for all integrations, starting at 00:00 UTC, regardless of the integration type or the configured mapping time.
Resolved issues
Various minor improvements to the ConnectWise Billing Service.
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.