Can our ConnectWise PSA history be licensed to AI companies, and how do we get it out?
Possibly, but a managed service provider's (MSP's) ticket history describes its clients' IT systems and security, so client contracts and confidentiality decide most of the answer. ConnectWise's product documentation could not be reviewed for this page, so confirm export options with your PSA administrator or ConnectWise. Some buyers instead connect directly.
What lives in ConnectWise PSA, and why might buyers value it?
ConnectWise PSA (professional services automation, formerly called ConnectWise Manage) runs the business side of many managed service providers (MSPs). ConnectWise describes it as covering help desk tickets, billable and non-billable time, client agreements and service-level tracking, recurring billing, projects, sales pipeline and procurement.
Buyers building IT support tools may value years of ticket history: how problems were reported, what technicians tried, how long each fix took and how it was documented. Resolution notes and time entries are usually the core of that value.
Usually in scope
- Work conversations about operations
- Tickets, tasks and project histories
- Process documents and SOPs
- Orders, invoices and workflow records, de-identified
- Code repositories you own outright
Commonly left out
- HR, payroll and personnel files
- Board, legal and M&A material
- Direct messages and private channels
- Data you hold for customers under contract
- Health, financial-account or other regulated personal data
How does a ConnectWise PSA export work?
This could not be verified from ConnectWise's own documentation. ConnectWise's documentation site blocks automated reading, and its developer site shows content only after login. Its public product page mentions a reporting engine and integrations but does not describe exports.
Ask your PSA administrator, or ConnectWise, which reports and lists can be exported, whether a bulk extract of tickets, notes and time entries is available for the years in scope, whether cloud-hosted accounts can get a database copy, and who must approve it. Get the answer in writing.
Can a buyer connect instead of taking files?
If a buyer proposes connecting to your PSA instead of taking files, ask how its account will be set up, whether its access can be limited to service tickets and time entries for the clients in scope, and whether it can be blocked from configurations, contacts and documents. Confirm where copies go, how they are deleted, and disable the account at the end.
What should stay out?
- Passwords, keys, and anything pasted from a password manager into a ticket.
- IP addresses, network diagrams, firewall rules and device configurations.
- Details of security incidents at named clients.
- Client end users' names, emails and phone numbers.
- Agreement pricing and client billing.
- Tickets from clients in healthcare, finance or government unless reviewed separately.
What rights questions apply to MSP ticket data?
MSP contracts often treat client information as confidential, and tickets often contain exactly the kind of detail an attacker would want. Healthcare clients add another layer: an MSP that maintains systems holding patient information is a business associate under HIPAA (the federal Health Insurance Portability and Accountability Act), and its business associate agreement limits how that information may be used or disclosed. An MSP does not hold the rights to its clients' patient records, so they stay out entirely. Our sister site, licensemydata.com, covers human clinical records, and only from organizations that hold the rights to them.
Read your ConnectWise agreement for data-use terms as well. Our guide on who owns the data covers the general questions; your lawyer should review client contracts.
Where should an MSP start?
Sort clients by what their contracts say about confidentiality and data use, and set aside regulated clients. For the remaining clients, decide whether resolution notes can be cleaned well enough, since credentials and IP addresses hide in free text. Internal tickets about your own systems may be simpler to clear. See our IT managed services page for more.
Common questions
Can we license tickets if client names are removed?
Only if your contracts allow it, and only after removing credentials, addresses and security details, which often sit in free text.
Do healthcare clients change things?
Yes. Business associate agreements limit how patient information may be used, so those tickets need separate legal review or exclusion.
Does ConnectWise offer a full export?
We could not verify this from ConnectWise's documentation. Ask ConnectWise or your PSA administrator.
Are time entries useful on their own?
They can be, since they show how long different issues take. Their notes still need the same cleaning as ticket notes.
Should we include internal tickets about our own systems?
They may be simpler to clear than client tickets, but they still need checking for credentials, IP addresses and staff details.
Sources
- ConnectWise PSA | ConnectWise, accessed 2026-10-16
- ConnectWise PSA | ConnectWise Developer Network, accessed 2026-10-16
- Business Associates | HHS.gov, accessed 2026-10-16
General information, not legal, tax or financial advice.