SRType-SubType-Item:  What are they and why do they matter? SRTypes are part of service and project tickets.  There are many ways to use these selections, however we’ll discuss three of the most common uses we see in our consulting with ConnectWise Partners. Reporting – Enhanced reporting with the use of SRTypes.  Imagine, running a report that shows a common issue amongst all support tickets for the month.  Does the client(s) need more training, toolsets possibly

Imagine hiring an office staff member who never leaves the office, works 24 x 7 including holidays.  The power of workflows in ConnectWise Manage PSA can help mimic a similar cause. During our consulting implementations, we typically install 8-15 workflows per service board.  What are the type of workflows in which could help your company? Customer relations – Keep constant communications with end users, and point of contacts. Technical support – What good are protocols

Configuring Billing Rates: ConnectWise Manage PSA is very complex with a lot of possible settings.  We see a lot of misconfigured systems, stemming from a  misunderstanding in how Work Roles and Work Types are to be configured in the setup tables. There are 8 places to where billing rates can be set.  ConnectWise’s Documentation shows the Billing Rate Hierarchy, shown to the right. Graphic courtesy of ConnectWise University – KB article The following explanation is

ConnectWise Manage PSA’s email connector possibly works harder than any other function within the product.  Touching a handful to thousands of emails per week, it can be brought to it’s knees with a simple emoji added by a client either trying to invoke comfort to a resolved ticket or adding frustration for their open issue. The ConnectWise Manage PSA email connector is programmed to manage emails first-in-first-out.  If a single email emits an issue, the

An email is sent, the end user is expecting some form of help, usually fairly quickly. Meanwhile in the spam filtering matrix, the data decides to have this email arrive in the Junk Folder.  It sits, patiently waiting, like a puppy at it’s owners door, waiting. Of course no one knows this has happened, though the end user knows that every time they have sent an email to your company for help, they have always

ConnectWise Administrators have jumped at upgrading their Email Connector “Connections” however most are failing to do this final step! Remove your IMAP Connections Overview:  IMAP vs O365 / Google Email The ConnectWise PSA Email Connector actually consists of two functional parts.   A. Mailbox Connection  (Email Server Side) B. Email Connector ( ConnectWise Server Side) Why use the new O365 or Google Email connections?   In short, security.  Microsoft and Google have intentions to disallow any future

ConnectWise released a new customer service portal a while back which was a great improvement from the legacy version. We published a blog article when it was first released. One of the new features just released is the ability to add custom portals.  Streamline IT users, or VIP company portals can be created now, fully customized to their corporate look and feel.  In this blog article, we’ll run through how to setup a custom portal.