Blog

Visionary 360's Latest Blog Posts

“Legacy, Life, Leadership and Business”

One of the workflows that we setup for clients pushes an email which says, “This ticket requires human intervention to continue….”. Human intervention…  Is your business or personal life ready for human intervention, where you are not the human? Being past founding members of HTG peer groups, now known as IT Evolve by ConnectWise, we routinely discussed the topic of “Legacy, Life, Leadership and Business”.   We tend to forget that life does not go on forever as it’s a subject none of us wants to discuss, yet it’s our duty to have things in place.   Arlin Sorensen, founder of HTG

Read More »

Staff bonuses, motivation and ways to have fun – The Tipsy Bartender

This is part 1 of a mini-series on how to keep our staff motivated during this extremely “Unique” year, and 2020 has been that! Business owners are always trying to figure how to keep their teams’ motivation up, what bonuses to give (If it can be afforded) and how to have fun.  2020 has really locked down our ability to do this but don’t give up hope as throughout the next couple months, we’ll share stories to hopefully help you. The Tipsy Bartender The deal:  The key to this arrangement is keeping things as hush hush as possible.  Employees will know

Read More »

Jumping the line; how being nice can cost you.

Your favorite concert is finally coming to town and for the last few hours a group of your best mates have been standing in line for tickets.  Finally, you can see the box office window, and relief calms your anxiety.   A blue car pulls up, the occupant gets out of the car and walks straight to the box office window, zipping in front of the next person.  They purchase their tickets and leave, leaving everyone’s jaws open. Back at the office, it is a normal day of troubleshooting client issues when your phone rings, it’s Elizabeth from the title company

Read More »

Using tax codes to separate billing for multiple sites

A client has a single agreement covering recurring services being delivered to multiple locations, but they prefer the billing for services and products outside the agreement be separated out based on the company site.  What do you do if your client wants additional billing split on separate invoices?  Other than creating separate companies and agreements for each client location, or sifting through scores of individual tickets and time entries each month to manually create separate invoices, how can this be done?  Try using tax codes! Associating unique tax codes with different company sites allows ConnectWise Manage to separate out the billable records on a per site basis automatically.   In Manage, billable records for a single company can be separated

Read More »

Service tickets and your clients junk mail folder

Communicating with clients is hard enough but when ticket notices, including closed loop replies are landing in your clients junk mail folder, well it seems like a rabbit hole that won’t fill in. We wanted to run through some steps which may help improve this annoying issue.  Please note, we cannot guarantee that the following steps will solve the junk mail issues, however these are recommended practices so it can’t hurt. (On-Premise & Cloud hosted) Modify your client’s spam filtering system to always treat your domain as authorized. (Cloud hosted) Verify the SPF recorded are entered properly in DNS.  Read

Read More »

How to automatically add CC contacts to tickets in Manage

Scenario:  Client wants to be CC’d on every ticket created for their company. We love automation, and ConnectWise Manage has an fairly unknown feature which allows this to happen automatically. To add an Auto CC for any company in Manage start by navigating to Companies > Select a Company > Drill into the “Options” tab running across the top. On the Options Tab of the company screen you will  see a pod called “Options Overview”.  This area controls what statuses are allowed to send notifications.  We suggest this be left on “All Statuses” otherwise the design of your service boards

Read More »

New ConnectWise Manage Customer Portal

Just before the new year Manage quietly launched a new customer portal which they refer to as the “NEW Customer Portal.”  All cloud and on-premise partners have access to the new portal, however, it should be noted that regardless of if you’re a hosted partner or not, the new portal is hosted on ConnectWise’s server. Visually the new customer portal is sleek, responsive, easy to navigate, and a huge change from the old portal. Functionally the new the customer portal is coming into its own, while it does not match the legacy portals features 1 to 1, it has some

Read More »

Meeting Invites – ConnectWise Manage

An onsite visit was scheduled with your client to fix their QuickBooks issue.  Your onsite tech Fred shows up and finds that Sue took the afternoon off, forgetting that she scheduled this very important support session. We all know it will become your service teams fault that she didn’t remember, even though dispatch called to verify a couple days ago.  While there is only so much a service establishment can do in this situation, using tools and automation can at least try to help remedy future events. ConnectWise added a meeting invite feature to service tickets a few revisions ago

Read More »

Do we Ticket or Project?

Mini-Projects, do we use a service ticket or create a project? This is a very common question and the answer is, well it depends on a handful of questions. Use our chart to help determine when you should use a service ticket and when you should use a project in ConnectWise Manage. Issue: Service Ticket: Project: Duration Generally service tickets can be started and closed within a single billing period by a single resource. Projects may span multiple billing periods and require multiple resources. Finance How should this revenue be recognized? At Visionary 360, following Service Leadership standards, we suggest

Read More »

Service Ticket Surveys – Are you taking advantage of this opportunity?

Customer Satisfaction.  How often do you send out service surveys to your customers?  Surveys help us learn about how the team is performing and what your customers think of your services.  Without feedback can you truthfully make changes to improve your business? Google “IT Service Surveys” and you will find you’ll have 100’s of options, with prices ranging from too cheap, to what a part time employee might cost.  One of the most overlooked survey options is built into ConnectWise Manage, and the cost?  Free as it is included in Manage: It’s 100% integrated with ConnectWise Manage. No coding, no

Read More »