Cross-app workflow
ConnectWise PSA + Hudu MCP ticket research
Give a technician the ticket and documentation context needed to decide the next step without copying an entire knowledge base into the AI conversation.
How can an MSP use ConnectWise PSA and Hudu with MCP?
An authorized AI client can read a ConnectWise PSA ticket, resolve the correct customer context, retrieve only relevant Hudu procedures or configuration records through separately granted tools, and return a sourced troubleshooting brief. The workflow should not expose unrelated documentation or treat a customer-name match as tenant proof.
What does each app contribute?
| App | Role in this workflow | Current public status |
|---|---|---|
| ConnectWise PSA | Ticket, company, contact, and service context | Available |
| Hudu | Permitted procedures, assets, configurations, and documentation context | Available |
Recommended read-first workflow
- Select the authorized customer workspace before querying either provider.
- Retrieve the ConnectWise ticket fields and notes needed for the investigation.
- Resolve the customer and affected service or asset using stable identifiers where available.
- Search Hudu for the smallest relevant set of procedures, assets, or configuration records.
- Return the ticket evidence, documentation references, uncertainties, and recommended technician decision separately.
- Use a distinct permissioned action for any ticket update or documentation change.
Questions the technician still owns
- Does the ticket identify the same customer workspace as the Hudu record?
- Is the retrieved procedure current and applicable to the affected service?
- Does the evidence support a next step, or should the technician gather more facts?
- Would the proposed action change a ticket or documentation record?
Guardrails that matter
- Keep ConnectWise and Hudu credentials separately owned and revocable.
- Retrieve only the records needed for the ticket rather than broad documentation exports.
- Do not return password material unless an explicitly permitted tool requires it.
- Preserve the distinction between provider evidence and an AI-generated recommendation.
Current availability
Both apps in this workflow are currently available. The linked app pages show their supported capabilities, credential ownership, and customer access. The exact tools each person can use still depend on workspace permissions.
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