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Visionary360 Blog

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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)

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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”. 

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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

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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

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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

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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

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How to use Pods in ConnectWise Manage

What are Pods in ConnectWise Manage? Pods are a way to customize each of your screens in ConnectWise with relevant information that is often out of the view or displayed elsewhere in ConnectWise. Drag and drop Tabs to create additional pods on your Company Screen, Ticket Screen, Contact View, Agreement View and more! How to add a Pod: In the example below we will add a new pod to the Company view in ConnectWise Manage. 

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Using simple workflows to email your clients about past due invoices

One sore spot for all solution providers is managing past due invoices in the Accounts Receivable function of your company.  ConnectWise Manage does a great job on simplifying the invoice process and giving you plenty of different views to easily see which invoices are past-due, but it lacks out of the box functionality to assist in sending over-due and collections emails to your customers. If Accounts Receivable is a constant pain point for your company,

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Monitoring On-premise ConnectWise Manage

Solution Providers do a great job of monitoring and maintaining their client’s systems; however, many tend to forget their own equipment. If your company’s ConnectWise Manage installation is On-Prem instead of cloud hosted SaaS, are you monitoring it?  We have put together a quick list of services that should be in your monitoring stack. The following are the actual service names which most RMM systems will look for: ConnectWise Email Connector ConnectWise Network Client Service

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How to Enable Google Authenticator for Manage – Employee Guide

If you follow our blog you’d already reviewed our guide to enabling Google 2FA for Manage, which is a great guide for your Manage administrator to follow.  But how do you employees set up the Authenticator, DUO, of Authy app of their choice? Ensure that your Manage admin has already enabled Google Authenticator for your team via each members profile Navigate to System > Setup Tables > Specific Member Profile Reviewing each profile, scroll down

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