ConnectWise Documentation Automation:
AI for Your PSA
Deliver IT Glue, Hudu, and Drive docs inside every ConnectWise ticket. Stack-portable. Multi-source. Not locked to one PSA's native AI.
ConnectWise pod · standard PSA APIs · first resolution in under 10 min
ticket #ABC-1842: Helios Systems printer mapping failing after GPO update
RESOLUTION · HIGH CONFIDENCE
- Run
gpresult /rto verify GPO is applying [IT Glue: SOP-GPO-014] - Check print server
HELIOS-PS01spooler service [IT Glue Config: HELIOS-PRINT] - Re-deploy printer via GPO with updated path [Hudu: Printer Deployment Procedure]
- Run
gpupdate /forceand re-test [IT Glue: SOP-GPO-014]
Sources: IT Glue, Hudu · Helios Systems scope
ConnectWise has Sidekick. Your IT Glue and Hudu docs still aren't in the ticket.
ConnectWise Sidekick and Zofiq (now ConnectWise-owned) handle native PSA operations: triage, dispatch, communication. They don't deeply read your IT Glue Flexible Articles, your Hudu procedures, or your Confluence runbooks. Those external knowledge systems are where your team's actual SOPs live, and that's where ResolvCmd reads from.
$6 → $35+
is what one L1 → L3 escalation costs. The same escalation that triggers when a tech can't find the IT Glue article they need from inside ConnectWise.
Multiply per ticket, per tech, per day. Sidekick can route the ticket. It can't answer it from external knowledge.
Source: UnthreadThe bigger picture on why broken knowledge delivery costs PSA techs hours a day: why ResolvCmd exists →
reads from
Resolve
ConnectWise + IT Glue Integration: Beyond Ticket Linking
ConnectWise's native IT Glue integration links docs to tickets as references. ResolvCmd reads the ticket, matches against your IT Glue Flexible Articles + Hudu procedures + Confluence runbooks + Drive SOPs, and delivers a structured resolution inside the ConnectWise pod. Steps to follow, not articles to read.
What you get
ConnectWise pod inside the PSA ticket pane
Auto-reads ticket context (subject, description, company) on open
Numbered steps with [Source] citations across all connected docs
Confidence levels (HIGH, MEDIUM, LOW) on every resolution
Company-scoped resolutions (ConnectWise Company maps to IT Glue Org / Hudu Company)
How resolution works
1
Tech opens a ConnectWise ticket
Pod reads subject, description, company, ticket type
2
External docs matched against ticket
IT Glue, Hudu, Confluence, Drive: whatever you've connected
3
Resolution surfaces in the pod
Numbered steps, source-cited, ready to apply
Studio
ConnectWise SOP Gap Analysis
Every ConnectWise ticket your team resolves emits signal: which external articles were cited, which queries returned LOW confidence, which topics had no matching documentation. Knowledge Studio reads that signal across IT Glue, Hudu, Confluence, and Drive and tells you exactly where the documentation feeding ConnectWise falls short.
SOP gap analysis
Topics your team asks about in ConnectWise that none of your external sources can answer. Studio shows you which gaps to close first, ranked by ticket frequency and L3 escalation cost.
Runbook quality
ConnectWise runbook quality scored across your IT Glue Flexible Articles, Hudu procedures, and Confluence pages. Studio surfaces the runbooks dragging accuracy down.
Documentation coverage
How well your external docs cover the queries actually coming through ConnectWise. Coverage scored per source and per ConnectWise Company, ranked by where to invest.
Resolution impact tracking
Which articles get cited most, which articles your team marks as "Didn't Fix," which articles are aging into uselessness. Surface what's working, fix what's not.
Knowledge Health: CW-fed sources
38
Strong
12
Watch
4
Weak
Companies by coverage
11 missing topics
Repeated CW queries with no matching doc
16 low-confidence resolutions
Ticket types where AI accuracy is dragging
7 stale articles cited often
Heavily used but not updated in 12+ months
25 paragraph-shaped articles
Should be step-shaped for AI accuracy
Comparison
ConnectWise Sidekick handles native PSA. ResolvCmd handles documentation-driven resolution.
They solve different problems. Use both.
| ConnectWise Sidekick / Zofiq | ResolvCmd | |
|---|---|---|
| Knowledge sources | ConnectWise data + uploads | IT Glue, Hudu, Confluence, Drive (first-class) |
| Stack portability | ConnectWise-only | ConnectWise + Zendesk + Web app |
| Built for | Native PSA operations (triage, dispatch) | Documentation-driven resolution |
| Doc improvement loop | Not the focus | Knowledge Studio gap detection + improvement |
Knowledge sources
Sidekick: ConnectWise data only
ResolvCmd: IT Glue, Hudu, Confluence, Drive
Stack portability
Sidekick: ConnectWise-only
ResolvCmd: CW + Zendesk + Web
Built for
Sidekick: Native PSA ops
ResolvCmd: Doc-driven resolution
Use cases
ConnectWise for your team
- ConnectWise for MSPs
- Multi-tenant ConnectWise with IT Glue and Hudu feeding the pod. Junior-tech onboarding from day one.
- ConnectWise PSA AI
- External-source AI for your PSA. Beyond Sidekick's ConnectWise-only scope.
- ConnectWise Sidekick alternative
- Different scope. Stack-portable. Reads from your real documentation systems.
Your data stays yours
How ResolvCmd handles ConnectWise data
- Read-only ticket access
- ResolvCmd reads ticket subject, description, company, and tags only when your tech triggers a resolution. Used for matching, never stored.
- Per-tenant isolation
- Your ConnectWise and source data is never mixed with another customer's. Every query, every resolution, every signal stays inside your tenant.
- Audit logging
- Every resolution request is logged with timestamp, ticket ID, and citations.
- Delete anytime
- Uninstall the pod and your ConnectWise integration data is removed immediately. No retention.
Frequently asked questions
What is ConnectWise documentation automation with ResolvCmd?
ConnectWise documentation automation with ResolvCmd means your IT Glue, Hudu, Confluence, and Drive docs are read by an AI resolution engine and delivered as structured, source-cited resolutions inside the ConnectWise PSA ticket pane.
How does ResolvCmd work inside ConnectWise?
ResolvCmd installs as a ConnectWise pod inside the PSA ticket pane. Standard ConnectWise APIs, no add-ons required.
How is ResolvCmd different from Sidekick or Zofiq?
Sidekick and Zofiq (acquired by ConnectWise in January 2026) are ConnectWise's native AI, scoped to ConnectWise content. ResolvCmd reads from external documentation systems (IT Glue, Hudu, Confluence, Drive). Stack-portable: same engine works in Zendesk and the web app.
Does ResolvCmd require a ConnectWise plan upgrade?
No. ResolvCmd uses standard ConnectWise APIs and the public pod framework.
How does ResolvCmd improve docs feeding ConnectWise over time?
Every resolution emits signal. Knowledge Studio surfaces gaps in your IT Glue, Hudu, Confluence, or Drive corpus and proposes specific improvements.
How do I make my ConnectWise-feeding docs AI-ready?
Six signals: step-shape, currency, consistency, coverage, source attribution, type clarity. ResolvCmd scores the docs feeding ConnectWise and tells you which articles are dragging accuracy down.
Can I use ResolvCmd alongside ConnectWise Sidekick?
Yes. Sidekick handles ConnectWise-native operations (triage, dispatch, communication). ResolvCmd handles documentation-driven resolution. Different jobs, complementary.
Does ResolvCmd access customer data from tickets?
ResolvCmd reads ticket subject, description, company, and tags when triggered. Used solely for matching, logged for audit, never stored in your knowledge base.
Does ResolvCmd store copies of my ConnectWise tickets?
No. ResolvCmd reads ticket subject, description, company, and tags only at the moment a resolution is triggered. Ticket content is used for document matching, logged in your audit trail with timestamps and citations, and discarded from working memory after the resolution completes. We never persist ticket bodies in our knowledge base.
Can I remove my ConnectWise integration data at any time?
Yes. Disable the ConnectWise pod from the ResolvCmd dashboard and the integration is severed immediately. Audit logs of past resolution requests can be exported and then deleted on request. No retention period beyond what your contract specifies.
Is my ConnectWise ticket data used to train AI models?
No. Ticket content is never used to train shared models that other ResolvCmd customers benefit from. The matching layer is tenant-isolated. Industry benchmarks in the Knowledge Insights tier use anonymized aggregates only, never your raw ticket content.
Who can access my ConnectWise data inside ResolvCmd?
Only your tenant's authorized users. ResolvCmd staff have no routine access to customer data; production access is tightly restricted, audited, and used only for incident response with your authorization. SOC 2 attestation is in progress.
First ConnectWise resolution in under 10 minutes
Install the pod. Connect your docs. Open a ticket and see it work.