Feature Activation for the PhinboxIQ Threat Analysis Pod in CW Manage

This guide walks through the steps required for feature activation of the PhinboxIQ threat analysis pod in your ConnectWise Manage environment.

Overview

The PhinboxIQ Threat Analysis pod can be inserted into your ConnectWise Service Desk tickets. It uses artificial intelligence to analyze reported emails, enrich the data provided, and significantly speed up the time it takes technicians to assess whether reported emails are real threats or not.

Here is an overview of the required integration steps.

Partner Level Configuration

1. Configure Pre-requisites in ConnectWise Manage ->
2. Connect Phin to your ConnectWise Manage and enable the Service Desk Integration ->
   • This integration creates ConnectWise service tickets when users report phishing emails via the Phin Report Phishing button in Microsoft Outlook.
3. Create and deploy the PhinboxIQ Threat Analysis pod to ConnectWise Service Desk ->
   • Adding the pod must be configured per service tech in ConnectWise.

Company Level Configurations

These steps are to be repeated per company account in Phin as they are dependent on credentials and mapping associated with each company tenant.

  4. Map Phin Companies to ConnectWise Companies ->

  5. Deploy the Report Phishing button in each Phin company's Outlook environment. ->

  6. Optional: Enable the Phin Triage integration to capture more data from each ticket. ->

---

Partner Level Configuration

1. Configure Prerequisites in ConnectWise Manage

Before you begin configuration in Phin, complete these steps in ConnectWise Manage:

Create Security Role in ConnectWise Manage

If the API member you create will NOT use the built-in Admin role, you must create a dedicated role with the permissions listed below for service desk.

1. In ConnectWise Manage, go to System > Security Roles.

2. Click + to add a new role.

3. Name it Phin Integration and save.

4. Assign these permissions:

Service Desk Integration Permissions

• Companies > Company Maintenance — Inquire Level (All)

• Companies > Manage Attachments — Add & Inquire Level (All)

• Companies > Contacts — Inquire Level (All)

• Service Desk > Service Tickets — Add & Inquire Level (All)

Save the role when permissions are set.

Create an API Member in ConnectWise Manage

1. Go to System > Members > API Members.

2. Click + to create a new API Member.

3. Enter a Member ID and Member Name such as Phin API User.

4. Assign either:

   • Admin role, or

   • The custom Phin Integration role created earlier.

5. Navigate to Service Defaults > Service Board > Default Board and assign a default service board to this API Member.

   • If no suitable service board exists, create one via System > Setup Tables, search Service Board, and add it.

6. Go to the API Keys tab.

7. Click + to generate a new key.

8. Add a description (e.g., Phin Integration Key) and save.

9. Copy the generated Public Key and Private Key; you’ll need them in Phin.

You should now have all the pieces to connect Phin to CW Manage

• Company ID – the Company value visible on the ConnectWise login screen or via System > My Company in the URL.

• ConnectWise API URL – the base URL you use to log into ConnectWise.

• Public Key and Private Key – generated in the API member setup in the following step.

2. Connect Phin to CW Manage & Enable Service Desk

Connect Phin to CW Manage

1. Log in to the Phin partner portal.

2. Navigate to the Integrations page.

3. Locate either of the ConnectWise Manage integration tiles and open one.

4. Enter:

   • Company ID

   • ConnectWise API URL

   • Public Key

   • Private Key

5. Select Connect.

6. This unlocks the integration feature for Service Desk

Enable Service Desk

1. Click the 'Enable' button to toggle Service Desk Integration on.

• • If you're an existing partner with company accounts already created, you'll be able to map companies in Phin to companies in ConnectWise right away. Refer to step 4 in this guide for details on how to do this if you'd like to do this now.
  • If you're a brand new partner and haven't created any companies yet, you'll need to create at least one company account to proceed and then come back to the Service Desk integration page to map companies between Phin and ConnectWise Manage.

3. Create and deploy the PhinboxIQ Threat Analysis pod to ConnectWise Service Desk

1. Navigate to the Triaging section of the sidebar.
2. Click the Triage Settings tab to the right of Reported Emails.
   
3. Select the screen for your pod. This will likely be Service Ticket.
4. If Phin does not have the proper access, a warning will be displayed. Find the API key you used to set up the ConnectWise integration and add the permissions mentioned in the message.
5. Click 'Create Pod' - at which point you should see a success message that your pod was created. 
   
6. Now navigate to your ConnectWise Manage environment.
7. Go to a ticket (Service Desk -> Service Board)
8. Press the Gear top right
9. Press Pod Configuration
10. Find the Phin Pod on the left, select it, and click the arrow pointing right.
11. It'll then show in your ticket. You can drag and drop it around the ticket
12. Once it's been configured in a ticket, all tickets for the ConnectWise user who set it up will include the PhinboxIQ pod. If other CW users want the PhinboxIQ pod in their accounts, it's as simple as following steps 4 - 9 above.

 

---

Company Level Configurations

4. Map Phin Companies to ConnectWise Companies

This step is to map company tenants in Phin to company tenants in your ConnectWise Manage environment. This is required in order for our systems to know which companies in ConnectWise to associate reported tickets with. If you are a brand new partner with no companies in Phin, you'll have to go create companies in order to see a list of companies in the 'Company' column on the Service Desk integration page. If you're an existing partner, you likely have one or more companies already set up, in which case you should see companies listed under that same column mentioned.

There are two ways to map companies from Phin to ConnectWise Manage: Auto-Map or manual mapping. Both methods are completed from within the Service Desk integration page.

1. Auto-Map: When you click "Auto-Map," the button will turn grey, disabling itself from being clicked again, and the integration will attempt to find exact matches between your Phin company names and company names in your ConnectWise Manage account. The "Auto-Map" button is to the right of the "Filters" button. Depending on how many companies you have, this process can take up to a minute. You will know the process is over when you see the "ConnectWise Company" column populate with company names, and the Auto-Map button will no longer be disabled.
2. Manual Mapping: If your company naming convention in ConnectWise Manage is different from the one you use in Phin, manual mapping is the tool for you. Just select a company from the dropdown field in the ConnectWise Company column or start typing the company name, and Phin will attempt to find it for you.

When a selection is made, the mapping is saved automatically. The "Mapping Saved" date is in the bottom left corner of the table.

3. To 3rd column in this mapping table to the 'Report a Phish' column, which denotes whether or not the Report Phishing Button integration has been deployed in the Outlook environment of each company listed. Move on to step 5, the final required step, to learn how to deploy this integration within each company tenant.

5. Deploy the Report Phishing button in each Phin company's Outlook environment.

Check out our overview article on all things related to the Report Phishing Button integration. The following will be focused on configuring the integration.

Step 1: Phin Admin Portal

• Go to Phin Admin Portal
• Go to Company
• Go to Integrations page
• Select Report a Phish
• Select Continue to Microsoft to sign-in and grant access
• Configure your Report a Phish settings
• Download the manifest to upload to your Microsoft account

 

Step 2: Microsoft Admin Portal

• Go to Microsoft Admin Portal
• Go to Settings > Integrated Apps
• Select Upload Custom apps
• Select Office Add-in App type
• Choose Upload manifest file (.xml) from device and select downloaded file from Phin
• Assign users
• Deploy Phin’s phishing button!

If someone is added as an admin to Phin, connects this integration and then is removed from Phin, the integration will continue to work as long as the admin has the "Global Administrator" role. 

 

All required steps are complete, repeats steps 4 and 5 for each company in Phin you'd like to deploy the Report Phishing button to their Outlook instance and have the reported emails turned into tickets on your ConnectWise Manage Service Desk that include the PhinboxIQ threat analysis pod.

Additionally you can proceed to step 6 which explains how to grant additional permissions that supercharge the PhinboxIQ experience with PhinboxIQ +. This one is as simple as granting additional permissions, that's it.

6. Optional: Enable the Phin Triage integration to capture more data from each ticket.

By enabling the 'Phin Triage' integration within each company, the following becomes available within the in-app PhinboxIQ feature and the PhinboxIQ pod in your ConnectWise Manage instance. Activating this add-on is as simple as going to the company integrations page of each company you've enabled the Report Phishing button in and enabling the integration labeled 'Phin Triage'.

What you can do with this integration turned on

• Triage reported emails in one place with full message context.
• Review audited actions and decisions.
• Take multi-tenant actions on reported emails:
  • Search and delete similar emails by sender/subject
  • Block sending domains
  • View user mailflow rules