ConnectWise Ticketing - Getting Started Guide
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This is a supplementary guide used alongside virtual training. In this guide, we will cover the process of setting up ConnectWise to optimize your workflow. Learn how to navigate service tickets, understand client interactions for ticket submissions, collaborate with engineers through ConnectWise service tickets, and explore the valuable data.
Setting My Favorites
Let's begin by configuring your Favorites. This simplifies access to all your essential items for everyday use.
Adding Favorites for ConnectWise Modules and Features
Ticket List View - Service Board
This is where you will see all the tickets you have access to view.
You can quickly customize this screen by dragging the columns. To maximize workflow efficiency, it's best to access the settings and manage the inclusion or exclusion of unnecessary columns.
Suggested columns: Ticket#, Service Board, Status , Summary, Type, Company, Site, Contact, Due Date, Resource, Age, Priority
The Ticket List View's highly customizable. Utilize it to optimize your workflow!
List View Service board customizations
🐶 Dog Ears 🐶
You may have observed the dog ears atop certain columns in the Ticket List View. This signals ConnectWise's indication that you can interact with these columns directly from this screen. Let us now delve into each of these briefly.
ConnectWise Dog Ears - Ticket List View
Navigating a Service Ticket
Summary
At the top of the Service Ticket, you will find the Summary. The summary will initially be set as "I have a problem" or "I have a question." You should modify the summary to accurately reflect the issue. The greater the details included in this Summary, the superior, yet bear in mind it remains a summary. Personally, I prefer copying and pasting the main problem mentioned in the ticket, and I also mention the room number.
Ticket Action Pod
Items to note in the ticket action pod are Board, Status, and Type.
The status must be updated throughout the lifespan of a ticket to indicate its current state. After reviewing the ticket and updating the summary, the ticket's status should be changed to "Assigned." Once work on the ticket has started, it should be set to "In Progress." Once the ticket is finished, set the status to "Closed."
Ticket Action Pod
Company Pod
The Company Pod holds the company and contact details and can be updated from here too.
Company Pod ConnectWise
Ticket Notes Pod
New note
Discussion
Internal
Resolution
Notes Overview - ConnectWise
Attachment Pod
Attachment Pod - ConnectWise
Resources & Meetings Pod
Add Resource
Schedule a Resource
Remove a Resource
Mark Done a Resource
Update Ticket Owner
Resources & Meetings Pod - ConnectWise
⭐️Josh's Suggested Pod Configuration⭐️
With this Pod layout, you'll find all essential access on one screen. Keep in mind: the starting Pod arrangement places everything in the left column. Simply click and drag a Pod to move and reorganize them.
Escalate to Five Star Engineering & Creating a New engineering ticket
Escalating a ticket to engineering is easy, there are some crucial points we must keep in mind while collaborating with engineering on tickets to ensure effective and efficient communication. To guarantee a smooth experience, kindly examine the following Scribes and raise any queries you may have. Be aware that this transfer doesn't happen immediately. It may take around 10 minutes because it depends on a connect wise workflow rule. Once the ticket is assigned to that status, the workflow rule will then move the ticket to the IT services board.
Escalate to Five Star Engineering - ConnectWise
Please use Escalate to Five Star Engineering whenever possible! However, we acknowledge that there are situations in which you may need to create a new ticket for Engineering assistance. Please refer to this Scribe for instructions on how to create a new ticket.
Creating a New Service Ticket in ConnectWise
Replying on an engineering ticket is straightforward, especially once you realize you can accomplish all your tasks from the New Note screen!
Engineering Ticket Reply
By adhering to these instructions, we can guarantee successful and productive correspondence. It's vital to bear them in mind while collaborating with engineers, avoiding any unnecessary time wastage for both parties.
Maintaining Contacts
It's vital to keep the contacts in ConnectWise Contacts up to date. When generating new users, remember to update the Contact information in ConnectWise as well. It boosts efficiency! Most individuals will be designated with these titles: Office Staff, Teacher, and Support Staff. However, there may be certain exceptions, including but not limited to the roles of Superintendent, Principal, and District Treasurer. If uncertain, feel free to seek clarification.
Maintaining Contacts - Connectwise
Customer Portal Over view
Clients use this tool to submit, update, and track tickets—both completed and in progress.
Client Portal
Please log into the portal and familiarize yourself with the layout so you can assist staff with any question they might have.
The Client Portal Scribe can be shared with staff!
Note: If you are uncertain whether your district utilizes the default URL, please contact D.J. or Josh, as your district might have a personalized portal link and Scribe.
ConnectWise Email Connector
Clients can utilize the email connector linked to your ticket board to generate new tickets and update existing ones. We strongly recommend using the customer portal as it often provides more helpful information for resolving the tickets. The email connector associated with your board is typically ticket@district's domain. To create a new ticket using the email connector, they simply need to send an email to that address. To update an existing ticket, they can reply to the email thread of the confirmation or reply ticket email.
We can utilize this connector email for replying, updating, and appending emails to service tickets. To append an email to a service ticket, you must modify the subject line of the email to include the #ticketnumber. I prefer copying the entire Service Ticket line pictured below.
Note: If you want to create or append an email to an engineering ticket on the IT Services board, you should utilize the Five Star email connector ticket@fivestar-tech.com.
Conclusion
In this Getting Started Guide, you've acquired knowledge in navigate the ticket list tailored for your service, escalating tickets to engineering, creating new tickets, and optimizing workflow by configuring your pods. Remember, ConnectWise is a comprehensive software, and the more data we input, the better the service in the future. D.J. always emphasizes that ConnectWise should be your primary source of truth. Learning any new software takes time, so be patient, ask questions, and stay curious. Thank you.