The need to keep pace with new and advanced technology is one of the top priorities for modern businesses. A ticketing system is a tool that addresses this need and helps organizations manage and track customer service requests, issues, or incidents.
ConnectWise ticketing system is a perfect example designed to reduce the complexity of IT infrastructure, service distribution, and management of general business operations. The platform caters primarily to MSPs, IT departments, and other technology solution suppliers.
In this post, we will explore the ConnectWise platform in detail and discuss how its ticketing system setup works.
ConnectWise ticketing system is a powerful software platform that works by capturing service requests as tickets, issues, and incidents. The system then assigns these requests to IT service professionals, tracks progress, logs time, and automates updates.
It comes with smooth service management and several automation features to help businesses keep everything organized so that MSPs and IT teams can manage and resolve issues efficiently.
The platform:
ConnectWise ticketing system comes with a range of features such as multi-channel ticketing, intelligent dispatching, mobile access, automated escalations, and service team performance monitoring.
Some of these features are discussed in more detail below:
In the ConnectWise ticketing system, the Service Board, Workflows, and Escalations procedures work together to efficiently manage support tickets. Thus, to set up the system, you first need to define them.
The Service Board offers a visual representation of open tickets, whereas Workflows automate tasks such as assignments and notifications. Escalations, on the contrary, ensure the timely resolution of complex or urgent issues by routing tickets to suitable experts.
Let's discuss them in more detail here:
Service boards in ConnectWise organize tickets based on teams, departments, or level of expertise. They route them to the right people and offer visibility into the support process.
Here is how you can set service boards:
1. Create service boards: Set up individual boards for each functional team or area, such as:
Each board will serve as a queue for related tickets, helping your team stay organized.
2. Assign users: Once service boards are created, assign users to the appropriate boards based on their roles and responsibilities.
3. Define board rules: Establish rules for how these tickets move between boards; for example, shift the ticket status to 'needs escalation' before changing the board.
Automated ticket workflows are designed to automate a number of different actions on tickets, like reassigning them or updating their status, all based on specific conditions. This allows for all of your tickets to continue their flow through the support process consistently.
Here is how you can set up the Workflow:
Escalation processes in the ConnectWise ticketing system ensure that all critical issues are managed promptly by moving tickets to a senior team or manager. This prevents delays and improves customer satisfaction.
Here is how you can set up escalation procedures and ticket escalation rules to work in ConnectWise:
ConnectWise utilizes an extensive ticketing system that supports multiple use cases, primarily designed for MSPs and IT departments. Some of them are:
Service desk ticketing: The system ensures efficient multi-channel help desk ticketing so that no support requests are missed. Plus, it facilitates efficient time entry management, intelligent ticket dispatch scheduling, and seamless remote access to the help desk.
SLA-based escalation: It allows automatic escalation of a ticket in case it remains unresolved 30 minutes before the SLA breach.
Billing reconciliation: The system ensures error-free and accurate invoicing and revenue protection by automating various billing processes.
Tiered ticket management: It facilitates routing of general queries to Tier 1, and also scales tech-heavy tickets to Tier 2 based on factors such as subject or keywords.
Service Boards organize tickets by teams or functions, improving visibility and task routing.
Workflows automate routine ticket actions, ensuring consistency and saving time.
Escalation Rules ensure urgent or unresolved tickets are addressed promptly by senior staff.
Automation within ConnectWise reduces manual effort and enhances efficiency.
Centralized Ticket Management improves SLA adherence, billing accuracy, and customer satisfaction.
Proper Setup leads to smoother operations and scalable service delivery for IT teams and MSPs.
A well-configured ConnectWise ticketing system, complete with service boards, workflows, and escalation rules, empowers IT teams and MSPs to manage support efficiently and proactively.
With automation, clear visibility, and defined processes, tickets are resolved faster and with greater accuracy. This setup not only streamlines operations but also boosts customer satisfaction and team performance.
If you’re ready to take your MSP to the next level, reach out and consult with our experts at Bering McKinley today. With several years of rich experience, we have helped a large number of MSPs implement ConnectWise for scalable and efficient service delivery, with a revenue growth of 20 %+ and a net profit achievement of over 17%.