If you are having trouble with fully connecting SmileBack to ConnectWise Manage, for example ticket details are not displaying, then it may be your firewall that is blocking communications.
SmileBack resides in an application hosting environment that is dynamic in nature, which means that the source IP address for outbound traffic from our system regularly changes.
This works fine for the vast majority of our customers but if needed we do offer fixed IP addresses if needed.
This add-on is free for customers in trial and is included in our Pro plans.
Let us know at firstname.lastname@example.org if you think you need static IP addresses.