Vrexo + ConnectWise PSA
Agreement-aware autonomous resolution inside your system of record.
Vrexo connects to ConnectWise PSA through the native API. It does not sit beside your PSA with its own parallel queue: tickets are read, worked, documented, and closed inside ConnectWise, following the structure you already run on.
Agreements and billing integrity
Every ticket Vrexo touches is validated against the client's agreement before any work is recorded. The resolution lands under the right agreement and work type, so covered work stays covered and billable work stays billable.
This is where manual operations leak money: work done under the wrong agreement, or never tied to one at all. Autonomous resolution removes the human shortcut that causes it, because Vrexo never skips the agreement check to save time.
Service boards and status flow
Vrexo respects your board structure. Tickets move through the statuses you defined, on the boards you defined, so your dashboards and workflows keep working exactly as before.
When Vrexo resolves a ticket, the status transitions happen in sequence with timestamps, not a silent jump to closed. Your SLA reporting and your audit trail see a worked ticket, because that is what happened.
Team and member assignment
When a ticket needs a human, Vrexo assigns it to the right team or member based on your routing rules, with the classification and context already attached as an internal note.
Escalations carry the work already done: what was classified, what history was retrieved, what was attempted. Your engineer opens the ticket in ConnectWise and starts from the middle, not from zero.
Notes, time entries, and notifications
Resolution notes are written as discussion entries with the right visibility: internal analysis stays internal, client-facing summaries go to the contact. Your existing ConnectWise notification rules fire as configured.
Time entries are logged against the resolution, so utilization reports reflect the automated work and your work-to-revenue traceability stays intact.
Configured during kickoff
- API member and security role with scoped permissions
- Board, status, and type mapping for the ticket categories in scope
- Agreement and work-type validation rules
- Escalation routing: which team or member receives low-confidence tickets
- Note visibility and notification preferences