Does ConnectWise ScreenConnect Integrate With Your PSA & RMM?

Regina Ongkiko

MSP

14 min read September 3, 2026

Key takeaways

ScreenConnect integrates with PSA and RMM platforms. Its native ConnectWise platform integrations are with ConnectWise PSA (formerly Manage), ConnectWise RMM, and ConnectWise Automate, while third-party integrations vary in setup and functionality.
ScreenConnect can connect remote support to the ticket workflow. Depending on the integration, technicians can launch sessions from tickets or incidents and send session information back to the service record.
RMM integration connects remote access to the endpoint. Instead of finding the same machine again in ScreenConnect, supported workflows can give technicians remote access from the device they're already managing.
Not every ScreenConnect integration works the same way. Some use ConnectWise extensions, while others require vendor apps, API credentials, webhooks, asset mappings, or additional configuration.

ConnectWise ScreenConnect gives your technicians remote access to client devices. But for an MSP, the bigger question is what happens around that remote session. Can your technician launch it from the ticket or device they're already working on? And does useful session information make it back to the service record?

The answer depends on your stack. ScreenConnect has direct integrations with ConnectWise products and documented integrations with several third-party platforms, but the setup and data exchanged aren't the same across all of them.

This guide breaks down which PSA, RMM, and ticketing integrations are actually supported, how they work, what setup involves, and what to check before adding ScreenConnect to your workflow.

What does ConnectWise ScreenConnect actually do?

ConnectWise ScreenConnect is a remote support and remote access platform. It lets you connect to a user’s device during a live support session or reach a managed endpoint later without requiring someone to approve the connection.

ScreenConnect is not a PSA or a full RMM. It can, however, support workflows owned by those systems such as ticket handling, asset context, and technician activity. And while it has endpoint-management capabilities, its core job is remote connectivity and support.

Remote access in two modes

ScreenConnect gives you two main ways to reach a client device: attended support and unattended access.

Attended access is for live support. Your technician starts a support session, and the end user joins it, typically through a session link or code. Once connected, the technician can see and control the user's device to troubleshoot the problem with them.
Unattended access is designed for connecting to an endpoint when no user needs to be present at the time of access. You deploy a ScreenConnect access agent to the target desktop, laptop, server, or other supported device. Once the agent is installed and the device has internet connectivity, an authorized technician can connect through the ScreenConnect instance without waiting for a user to accept a session.

PSA, RMM, and ticketing platforms that ScreenConnect integrates with

If you're asking, “Does ConnectWise ScreenConnect integrate with PSA, RMM, and ticketing platforms for MSPs?”, the answer is yes. But the depth of those integrations varies by platform.

Native ConnectWise integrations

ScreenConnect has its closest integrations with ConnectWise's own PSA and RMM products. These are the first integrations to look at if your MSP already operates primarily inside the ConnectWise ecosystem.

ConnectWise PSA: ScreenConnect integrates directly with ConnectWise PSA, formerly ConnectWise Manage, so your technician can start a remote support session from a service ticket. Once the ScreenConnect PSA integration is configured, a technician can create and join an ad-hoc ScreenConnect support session from the ticket.
ConnectWise RMM: ConnectWise describes ScreenConnect as built into ConnectWise RMM and that ScreenConnect RMM workflow lets technicians remotely access managed workstations and servers from the RMM environment.
ConnectWise Automate: ScreenConnect also has an officially documented integration with ConnectWise Automate. According to ConnectWise, the integration lets Automate users connect to a remote machine directly from the Computer Management screen. The integration uses the ScreenConnect solution/plugin for Automate. Once installed and configured, ScreenConnect becomes a remote-control option for machines managed through Automate.

Official third-party ticketing integrations

A ScreenConnect ticketing integration can bring remote support into the ticket workflow and, depending on the platform, write useful session information back to the record.

ServiceNow: ScreenConnect now has an official Remote Support integration with ServiceNow that lets technicians create ScreenConnect sessions from ServiceNow Incident records. Session information can then flow back into ServiceNow, including chat, notes, and timestamps.
Freshdesk: ScreenConnect has a documented Freshdesk integration that adds a ScreenConnect panel to Freshdesk. From a ticket, your technician can create a session, invite the ticket recipient, and join the session. When the session ends, the integration adds an internal note containing session information to the Freshdesk ticket.
Zendesk: ScreenConnect also officially supports Zendesk. Technicians can initiate remote support from the Zendesk ticket sidebar, and ScreenConnect can automatically save information including notes, chat history, and timestamps to the corresponding ticket.

Managing ticket volume across a growing client base? LTVplus provides dedicated, fully managed support teams for MSP. Book a free consultation.

Other RMM, PSA, and deployment options

ScreenConnect can also work with platforms outside those core integrations, but this is where you need to look more closely at who provides the integration.

ScreenConnect integration: How it actually works

ScreenConnect integration connects the remote-support session to the ticket, incident, or device your technician is already working on.

But there isn't one standard workflow across every PSA, RMM, and ticketing platform. What gets created automatically, what gets written back, and how devices are matched still depends heavily on the integration.

That's why it helps to think about ScreenConnect integration as connecting three pieces of context: the service record, the remote session, and the endpoint.

ScreenConnect sessions attach to tickets

With supported ScreenConnect ticketing integrations, your technician can start a ScreenConnect session from the ticket or incident they're already handling and have session information returned to that record.

ConnectWise PSA is the clearest example. From a ConnectWise PSA service ticket, a technician can click the ScreenConnect Session option to create a remote session. Chat history, notes, timestamps, and configuration details from the customer’s machine can be saved in the related ticket.

Depending on how you configure the ScreenConnect PSA Integration extension, ScreenConnect can then return several types of information to the PSA ticket. ConnectWise currently documents options for:

adding a time entry when the technician disconnects;
posting session chat history;
posting session event history; posting session notes; and
adding a link to a session recording when extended auditing is enabled.

So the general workflow looks like this:

You open the relevant ticket or incident.
You select the ScreenConnect action provided by the integration.
ScreenConnect creates or opens the remote-support session.
The customer joins through the supplied session link, or the technician connects to an existing managed endpoint.
Supported session information is written back to the originating ticket or incident.

Quick tip: Session logging and billing automation are separate capabilities. Ticket association automatically creates a billable time entry or updates an SLA. Those behaviors depend on the PSA’s configuration and the specific connector.

Asset linking between ScreenConnect and your PSA or RMM

Asset linking is a capability that improves device selection and customer context for both PSA-launched and non-PSA-launched sessions. It helps your technician move from the client or device record they're currently viewing to the correct ScreenConnect endpoint.

A connected PSA or RMM workflow may surface:

The customer or company associated with the device.
The contact or user who reported the issue.
The configuration item or managed endpoint.
The device name and operating-system details.
The ticket or incident related to the work.
A link that opens the ScreenConnect session.

But, just like ticket write-back, the way this works varies by platform. Depending on the integration, the exact synchronization behavior varies across platforms, connectors, permissions, and configurations. It’s still important to verify the current integration documentation before assuming that asset records or session history sync in both directions.

How to set up ScreenConnect with your PSA or RMM

The setup process depends on the platform, but most ScreenConnect integrations follow a similar pattern. The exact steps and required permissions vary by product.

What the setup process looks like

Use this as a general sequence:

Deploy ScreenConnect. Before changing any settings, confirm that your ScreenConnect and PSA environments meet the requirements listed for the integration. Confirm that ScreenConnect is deployed and reachable.
Enable the integration in ScreenConnect. In the ScreenConnect administration area, open the Extensions or Integrations section. Locate the connector for your PSA or ticketing platform and install or enable it.
Generate API credentials in the PSA or ticketing platform. Most integrations use an API key, service account, or OAuth connection. Create a dedicated API user or application in the PSA with the permissions required to read and write tickets, incidents, or service records. The exact role names and permission sets depend on the platform.
Enter credentials and configure field mapping. In the ScreenConnect integration settings, provide the API credentials and configure how session data maps to the ticket fields. Depending on the connector, you may map:

Session duration.
Session notes and chat history.
Technician identity.
Start and end timestamps.
Session status or outcome.

Map machines to PSA company or customer records. For asset linking, configure the attribute that the integration uses to match ScreenConnect devices to PSA company or customer records. This may be a custom property, naming convention, or configuration-item identifier.
Test with a live session. Once the integration is configured, run a real test from beginning to end.

Open a test service ticket in PSA.
Start a ScreenConnect support session from that ticket.
Join it as the technician.
Complete and disconnect from the session.
Then return to the PSA ticket and check what happened. This validates not only the connection but also the data flow and permissions.

Current official integration pages and references:

Does ScreenConnect scale well for large MSP fleets?

Yes, ScreenConnect can support growing MSP environments, especially when remote access is connected to the rest of your service stack.

One example is Worldband, an MSP that grew from about 1,500 to nearly 2,800 endpoints while using ScreenConnect alongside ConnectWise RMM and PSA. ConnectWise reports that Worldband reduced onboarding time from about five hours to one hour and cut resolution time by 50% as part of its broader ConnectWise setup.

Read the full Worldband case study here.

What changes as your managed fleet grows?

When you're supporting a larger fleet across multiple clients (say at 1,000+ endpoints), four areas deserve more attention.

1. Machine grouping and per-client isolation

For an MSP, your endpoint fleet isn't really one fleet. It's Client A's laptops. Client B's servers. Client C's workstations. And potentially hundreds or thousands of other devices belonging to organizations with different support requirements. So, your grouping strategy can reflect the way your technicians actually find and support those endpoints.
ScreenConnect supports session grouping and role-based access controls that let you organize devices by client, location, or device type and restrict which technicians can see and access each group.

2. Access role configuration

Suppose your MSP has separate teams supporting different client groups. A technician assigned to one group doesn't necessarily need remote-access privileges for every other client's endpoints. Your ScreenConnect permissions should reflect that.
ScreenConnect’s role-based permissions let you define exactly who can access which devices and sessions, which is critical in a multi-client MSP environment.

3. Cloud vs. self-hosted at scale

The decision often comes down to:

Cloud-hosted: Less infrastructure management, automatic product updates and less infrastructure maintenance. Suitable for most MSP fleet sizes.
Self-hosted: More control over infrastructure, data location, security configuration, and customization. It can be a better fit for organizations with specific compliance, data-residency, or infrastructure requirements.

ScreenConnect offers both cloud-hosted and self-hosted deployment options, and the choice affects infrastructure management, compliance posture, and customization.

4. Session concurrency and licensing

You might manage thousands of unattended endpoints but only have a relatively small number of technicians connected at the same time. Or you might have a busy support operation where technicians regularly maintain several active sessions. Your endpoint count and your simultaneous-session requirement are two different scaling numbers.

ScreenConnect licensing is based on concurrent technician sessions and unattended agents, and the plan you choose determines how many simultaneous sessions each technician can run. The current pricing page describes three main plans:

One ($30 per month / billed annually):

10 unattended access agents per license.
1 simultaneous session per technician.

Standard ($45 per month / billed annually):

Unlimited unattended access agents.
Up to 3 simultaneous sessions per technician.

Premium ($55 per month / billed annually):

Unlimited unattended access agents.
Up to 10 simultaneous sessions per technician.

5 ScreenConnect alternatives for MSPs

If you're already using ConnectWise PSA or ConnectWise RMM, ScreenConnect has the advantage of being part of the same ConnectWise ecosystem. But if your service desk or endpoint management already runs on another platform, an alternative may give your technicians a shorter path from ticket or device to remote session.

Alternative	Type	Integration / Workflow Fit	Best fit for MSPs that…
TeamViewer	Standalone remote support and access	Offers integrations with business and IT platforms, including ServiceNow, Microsoft Intune, Jira, Salesforce, and Microsoft Teams. APIs are also available for custom integrations.	Want a standalone remote-support platform with a broad enterprise integration ecosystem rather than a ConnectWise-centered workflow.
Splashtop	Standalone remote support/access + embedded RMM technology	Integrates with ticketing and ITSM tools including Freshdesk, ServiceNow, Freshservice, and Zendesk. Splashtop technology is also embedded in Datto RMM for remote control.	Already use a platform with a documented Splashtop integration, especially Datto RMM, or want attended and unattended remote-support options.
BeyondTrust Remote Support	Enterprise remote support	Provides attended and unattended access, detailed session auditing and recording, APIs, and ITSM integrations. Its ServiceNow integration can launch sessions from tickets and return session information to the record.	Put detailed remote-session auditing, security controls, and ITSM integration high on the requirements list.
Zoho Assist	Standalone remote support and unattended access	Supports help-desk integrations alongside on-demand and unattended remote access.	Want a standalone remote-support tool that can connect with their existing service-desk workflow.
N-able Take Control	Remote support and unattended access	Built for IT service providers, with attended/unattended access and integration into the N-able ecosystem.	Already use N-able tools or want remote support designed with MSP workflows in mind.

Integration is where the workflow gets better

If you're using ScreenConnect, connect it to the PSA and RMM your technicians already work in. That's how you turn remote access from another step in the ticket process into part of the workflow itself.

The remote support integration can reduce the jumping between tickets, devices, and remote sessions. Depending on your platform, it can also bring useful session information back to the service record.

And if ticket volume is still eating up your team's time, LTVplus can take ticket management off your plate so your technicians can stay focused on the work that needs them. LTVplus provides dedicated, fully managed support teams for MSPs looking to scale ticket management without adding headcount.

Book a free consultation today.

Frequently Asked Questions

Does ScreenConnect integrate with ConnectWise Manage?

Yes. ScreenConnect integrates directly with ConnectWise PSA, formerly ConnectWise Manage. Technicians can start a ScreenConnect support session from a PSA service ticket, and the integration can add session time, chat, events, notes, and other session information back to that ticket, depending on your configuration. Setup requires the ConnectWise PSA Integration extension plus PSA permissions and API credentials, but you don't need third-party middleware to connect the two ConnectWise products.

Does ScreenConnect integrate with Autotask?

A current, packaged ScreenConnect integration with Autotask PSA could not be verified in ConnectWise's official integration documentation. ScreenConnect provides APIs and an extension framework that can support custom integrations, but that's different from a documented Autotask integration you can install and configure. If your MSP uses Autotask, confirm the current integration path with ConnectWise and Kaseya before assuming you can launch sessions from Autotask tickets or automatically write session information back to them.

Can ScreenConnect sessions attach to tickets automatically?

Yes, supported ticketing integrations can connect ScreenConnect sessions with the ticket or incident they were launched from. What gets written back depends on the integration and its configuration. With ConnectWise PSA, for example, ScreenConnect can add a time entry when the technician disconnects and post session chat, events, and notes to the ticket. So don't assume every PSA captures the same session data automatically—check the documented write-back options for your specific integration.

Does ScreenConnect scale to large device fleets?

Yes. ScreenConnect is designed to scale with larger remote-access deployments, but fleet size makes organization, permissions, and licensing more important. ScreenConnect supports session groups and scoped role permissions to control which sessions technicians can see and access. Its Remote Access licensing also scales by unattended-agent count, with ConnectWise directing customers needing more than 1,000 agents to contact sales. ConnectWise does not document a specific endpoint count where cloud hosting stops being suitable or on-premises becomes necessary.