Responsibility & Scope Clarification

Important: Merging company records in ConnectWise is performed entirely within your ConnectWise environment and is the customer’s responsibility. This process is not managed by the integration. Any data cleanup, merges, or deletions must be completed by your team in ConnectWise prior to (or independent of) integration activity.

Overview

ConnectWise provides a built-in Mass Maintenance tool to merge duplicate company records. This tool is suitable for simple, low-risk merges. For large-scale or complex scenarios—especially when multiple related records (tickets, contacts, configurations) or third-party integrations are involved—additional planning or specialized services may be required.

Method 1: Built-In Mass Maintenance (Recommended for Simple Merges)

Use this method when merging a small number of duplicate companies and when you are confident about the data to retain.

Steps

1. Navigate

• Go to System → Mass Maintenance in ConnectWise.

2. Select Merge Tool

• Choose Company Merge.

3. Identify Duplicates

• Select the company records you want to merge.

4. Map Data

• Define which data to keep in the final company record (e.g., notes, contacts, tickets).

5. Execute Merge

• Run the merge process and confirm the results.

6. Clean Up (If Applicable)

• If you use any syncing tools, delete the merged/old company from the recycle bin to prevent potential sync or reference errors.

When to Consider Advanced or Third-Party Assistance

For complex merges—such as those involving:

• A large volume of tickets or historical data

• Multiple related objects (contacts, configurations, agreements)

• Tight coupling with other systems or syncing tools

You should consider guided data migration or database-level services that include (like Wise Sync):

• Pre-merge backups

• Validation and testing

• Controlled execution to minimize risk

Integration Impact (Read Carefully)

• The integration does not perform or manage merges in ConnectWise.

• Merging records can change internal IDs and references, which may impact downstream syncing if not handled correctly.

• Always complete merges before expecting consistent behavior from any integrations.

Need Help?

If you have questions about how merges may affect your integration after the fact, our team can advise on best practices and validation steps, but the merge execution itself must be handled in ConnectWise by your team.