Connectwise how to merge tickets. Please email help@smileback.

Connectwise how to merge tickets UseCase: Assume there is a printer issue in an organization, and a request has already been registered for the Emails, APIs, DBs, DataBase merger\export\import, etc Any useful document out there you can share with me. osTicket comes packed with more features and tools than most of the expensive (and complex) support ticket systems on the market. Authentication is done by creating an API user. All communication between TopLeft and your ConnectWise instance uses the ConnectWise REST API and is encrypted by TLS. They can currently see tickets they have opened, but not ConnectWise Manage creates ticket’s for each client via email connector. Or on a configuration item, that will select the agreement when creating a ticket from the configuration item (but not when a ticket is created via the customer portal, email or an external system like N-central, really annoying. ConnectWise Home: 50: BrightGauge Enhancements With HappyFox University, learn how to leverage HappyFox to provide excellent customer service. Is this functionality possible in Connectwise Manage? It works for any email address I have attached to a Contact but I'd rather not create thousands of Contacts and try to keep them up to date on a daily basis. Have a look TopLeft needs access to your ConnectWise Manage application to download tickets, projects, members, and other records used to display your data. Thus far I've wanted to test to GET some invoices. Forums . SOS Deployer creates a small executable and puts an icon on the customer’s desktop that will automatically create a support session with you or your techs when they click on it. Ticket # Displays the ticket number. A server goes offline, a technician assigns the ticket to themselves and sets status to "In progress" and gets the server back online. The workaround is to bulid a custom invoice template where you still create 2 separate invoices, but you generate 1 pdf invoice to the client. It also will NOT change your existing ticket summary in Connectwise. For example, if I update a ticket I want it to append the member signature to the bottom of my message. We do it through our unmatched software, services, and community, and that’s why more IT The previous ticketing system I used (MSP Manager) assigned new inbound tickets to a Company based on the email domain it was coming from. The Count Distinct operation counts unique ticket numbers and not schedules. Cassie Kerr | R2 Pros Go to ConnectWise r/ConnectWise. You will need to decide what type of ticket needs immediate action. The Service Ticket Search screen enables you to search through the tickets in your instance. You BUNDLE tickets when you work on a group Merge Ticket. Typically we create a new ticket, then go into the master ticket go to the service tab, check off the child ticket and select child ticket under actions. Option 3 (Technically possible, definitely not Clicking on the customer’s initials or picture will select a ticket. Thank you Share Add a Comment. I'm struggling to track down the right As some of these Configurations have tickets against them I don't really want to delete them, is there a way to merge configurations or mass re-attache to tickets? Failing that I suppose I just make the "old" one inactive. Once there, select from what platform you are moving and then pick Connectwise Manage itself. You might do this if you receive two support requests about the same issue from the same end-user, for examp The Server Merge Process allows you to take 2 Automate servers and combine the agents. You'll also want to make sure that your email connector address is not listed in the Email Exclusions setup table, or use a separate email connector or email alias for this purpose. For this I installed the latest SDK and referenced it in Visual studio (SDK 2017. There are settings in there for which statuses you'll receive notifications for, you'll want to make sure it's set to All statuses. Merge Tickets: Resource Scheduling: Service Ticket - Finance: Service Tickets: System: API Reports: Member Maintenance: Member Maintenance - Finance: My Company: System Reports: Table Setup: New and improved features for ConnectWise Manage ticket notes. PowerShell is a cross-platform (Windows, Linux, and macOS) automation tool and Map PSA Ticket Statuses with ITBoost Statuses. Note; Attachment; Session Events: Select the form(s) of the session event history to post to the ticket Create a master ticket: Make one main ticket for the issue and link others to it. Precisely. Click here to go to Webhooks integration settings in the Perch app. People make mistakes not just due to oversight but also while learning something new. This article describes how to add cloud-hosted ConnectWise PSA™ (Manage) as a datasource in BrightGauge™, a ConnectWise solution. 3. We do not live in an ideal world. #1234 for client 1 #1235 for client 2 #1236 for client 15. When we create a ticket workflow in Connectwise in order to create automatically a new ticket (next step), we will have to select a Ticket Template for this new ticket. Just. ; Add id as the Measure. More posts you may like r/PowerShell. This allows you to Can I combine them some how rather than just closing the others out and leaving one open? I know ConnectWise and other major systems can do let you add tickets as sub tickets to a parent ticket. Once you have created and saved your ticket template 5 tabs will appear across the top, the This #odooapps helps users to merge multiple support tickets. Receive notification on service tickets, project tickets, and time entries. That is, the new ticket will be based on what is set on this Ticket Template. In CW Manage you can create a member user with the API license class. Hope this helps. ; Select Today In this video, Automate Engineer Keegan Carter will review how to classify tickets generated in ConnectWise Automate, and our best practice for syncing those Project tickets are good for projects :) If you use now only service tickets and your technicians use Service -> Ticket Board view to look at tickets, they won't see project tickets there. ; Fill out all required fields, and select the role created earlier in System-> Role ID. The screen defaults to parent-level service tickets; however, by changing the Ticket Type and the Level, you can search for child tickets (level), project tickets (type), or Here are some of the best ways to manage tickets using the ConnectWise ticketing solution. Top. The service board typically won't show child tickets in my views; however, once I perform a search in one of the columns, the child tickets will re-appear (which I can understand), but I can't get them to disappear from the list again even after clearing the search, logging out and back in, etc. Enter a custom note for a company on a specific status. Type: Displays the type of ticket. So we will have to merge all the similar requests. I can't seem to find the option anywhere? This might not help you right now, but you can build out a Service Template ticket for that company and generate the ticket template whenever you need to onboard a To merge ConnectWise and Kaseya Quote Manager invoices in QuickBooks Online or Xero, sync to QuickBooks/Xero as Draft invoices, so Kaseya Quote Manager invoices can be merged with a ConnectWise services Action 1: Change ticket status to 'Attempted Contact 1" Status notification of Attempted Contact 1 sends blurb about we have attempted to reach you, etc. Once the ticket is selected, select Save from the toolbar. Choose Destination Ticket: Select the ticket that will serve as the destination for the merge. It sounds like you should use a 2 stage closing process. There is no doneFlag as far as I know. If you are creating a metric for open tickets by resource, you can get the ticket count by setting ticket_number as the measure and Count Distinct as the operation. Please refer to Merge Service Tickets and Merge Adding to this, technically merging a ticket is the same as deleting the 'unwanted' ticket. What can I do to this ticket to adjust it? Project tickets cannot be merged together, though, so it will remain a separate project ticket. Add notes to tickets so they can be followed. NexNow has helped many partners build these custom invoice templates. This highly requested feature lets you consolidate multiple tickets into one, eliminating hassle and streamlining this aspect of your day. Clicking on More then Apply ticket template over writing any notes entered to save. Click Add Webhook to add at least one URL that receives the notification. You’ll likely want to use this for your tickets in a ‘Waiting’ status so that ConnectWise PSA doesn’t flip new tickets to ‘Client Responded. Massive blocks of text can cause even the most diligent readers to tune out. To merge a ticket quite literally requires the delete permission under security roles. The second server - or merging server - will have its clients, locations, passwords, and agents moved to the surviving server. Navigate to Finance > Special Invoices and create a down payment invoice. Whether you already have merged your ticketing system instances and if not, which ticketing system or helpdesk software the other company is using. The time entries made have errors and I am trying to adjust but everything is greyed out. you can reach out to ConnectWise Consulting and they can do it for you. e. ConnectWise ScreenConnect. The Private API key generated for the ConnectWise ScreenConnect API member in PSA. It is desired to have the tickets created with the correct company, removing the If notes are directly added on child tickets from customers or ConnectWise members, they will display on the parent ticket as bundled notes. Status: When we place a ticket with a vendor we normally use the email address that feeds into our ticket board so that everyone can see updates. Merge the information in this ticket into another ticket. ; IMPORTANT: I need to attach the member signature to ticket updates and not status changes. Note: Ticket templates can be applied manually, automatically being tied to a ticket type item, or on a recurring basis. ; Repeat step 3 as many times as needed. For example three people report a printer down. Share Sort by: Overview. I like it a lot. You can't flat out delete the client, since you have thousands of associated items. This can be done for a variety of reasons, often this is because an end-user has sent in two tickets for the same issue. Merge SmileBack Account. ; Click the plus sign to add a new filter. The auto email will fire off. com. why does removing child ticket from a parent ticket not remove the contacts of the child ticket from parent ticket. AI or security automation Go to ConnectWise r/ConnectWise. com/connectwise/?utm_source=youtube&utm_medium=social&utm_term=assistance-setting-up-your-data-migration-with-help-desk-migration Hello all. Recurring meetings can be set up Select the form(s) of the session note history to post to the ticket. Review complete details in the PSA to PSA Merge documentation for specifics about capabilities, export option, and there are import capabilities available for companies, contacts, activities, configurations, service tickets, products, and tax codes. Select Tickets: Activate the checkboxes next to the tickets you want to merge. 3). Regardless of which contact in the XYZ company creates a ticket on these boards, this email will be added as a CC on all tickets moving forward automatically! To test this, after completing the above tasks, create a test ticket for this company, scroll down to the “Send Notes as Email pods” and verify the CC address automatically populates If a ticket has multiple schedules, the ticket appears multiple times in the dataset. Action 2: Change ticket status to 'Attempted Contact 2" It really is a pain for our dispatch to have to create a new ticket, save ticket, then apply Initial Description standard notes, re-edit and save again. Session Chat: Select the form(s) of the session chat history to post to the ticket. Open menu Open navigation Go to Reddit Home. Lag time is a predetermined amount of time that you must You can have the workflow rule send an email into the ticket, and use an email connector tag to add the internal note. To set a predecessor: Select the project ticket or phase you want as the predecessor in the Ticket/Phase # on Current Project drop-down. Suppose now, That's what we've been doing, were about to have to have someone merging tickets full time if that's the only solution. ADMIN MOD Linked Service Tickets to Projects . ; Select Predecessor must be closed before Successor can start if the predecessor must be completed before the next project ticket can begin. Any help would be appreciated. Upon clicking, the selected ticket will be highlighted and agents will be able to see a drop down of the bulk actions available. And if you enable the Labs feature, you can put a ticket number in a meeting invite and it’ll add the schedule to the ticket. The MAPPING screen appears. A notification screen will display to the member before creating a ticket or entering time if a certain condition exists for the company. ADMIN MOD Workflow Rule - Change Status . Create the API Member and Keys. that is why i never merge as that is not undoable. Everything should be a ticket, including external and internal issues. That was problem for us when we first started to use project module. We are an MSP that supports multiple companies, and each company has a support@domain. Select the Company Name. Does anyone know of a way to export data from Connectwise in a csv format? I have looked in the report builder, but I have not really been able to find anything online to assist with this. Enter Time: Add a time entry to the PSA ticket when the host disconnects. Workflow I would want would be something like: IF TO contains We would like to show you a description here but the site won’t allow us. SLA issues? If Create the Ticket Kill Rate Calculated Metric Gauge. Inormally will right click on the older ones listed that are no longer valid and choose end session. When the server comes back online, it seems the ticket in Manage autocloses itself and is set to "Closed(RMM)". Are we looking time entries, notify resources and managers to review before problems come to the surface. By doing so, we ensure that the ticketing system is properly set up to receive and process information from ChatGPT. There are two tools to focus on here: a ticketing system and a customer portal for ticket submission. But then we told tehcnicians to use Sales -> My List -> All tickets tab. Hi, would like to know how everyone is handling the default contact on new tickets. After you merge tickets, they cannot be separated. Click Add to add a new ticketing recipient, or click on the Name of an existing Ticketing Recipient to modify it; On the Time Entry tab, make sure that Time Entry is checkmarked. Communicate: Keep your team informed about ticket updates. Click the PSA Ticket Mapping tab. Explore the help desk features of ConnectWise PSA 2. Select the Today in this video, we have our MSP Consultant Alex, teaching us how to troubleshoot any ticket syncing issues within ConnectWise Automate. You can use the rbac to restrict techs from closing tickets directly and force them to use the pending closed status. Have dug through the workflows to try and find a way to do this with no luck. One trick I use this to go into a ticket, and then click the email button so I New poster here but seems to be a larger source of information for connectwise than the documentation. I'm trying to implement that in my new company but can't find a way to do it. This will generate a new ticket every time a new email is sent. The Refer to the steps below to know how to set a workflow in Connectwise. The reason is we are currently paying 2 people to assign tickets, and they have been trained and coached on how to do it, but we still have tickets sit idle for hours before a technician even sees it. Feature Request Portal: 2,611: Main Page: ConnectWise View Feature Requests: 35: ConnectWise View Main Page: ScreenConnect Output Stream: 63: Control Linux Output Stream : 4: ScreenConnect Extension Development: ConnectWise Access Step 1: System > Setup Tables > Email Formats > Create a new template and select "Any other status"> Build the email template you want Step 2: System > Setup Tables > Service Board > Next to the Contact and Resources checkboxes you can select a template, you can choose the Any other status you created in Step 1. Authentication. Creating a Custom Connector for ConnectWise - How to duplicate a ticket? I have an On-Boarding ticket with some tasks. Merging tickets is suited when you have multiple reports from the same client of the same issue. And map that category from Connectwise Manage plugin's "Ticket Category". Is this a new ticket notification if someone internally emails a ticket to your help desk? If so, go to your company in Manage and click on the Options tab. I've got a support ticket open because we had 15 different tracks used for client education, password reminders What's my plan? Using your views, you can make ticket updates to many tickets at the same time. Click the SELECT ITBOOST STATUS drop-down. com and provide us with the following information:. u/No1OfAnyConsequence, I agree with what you've said but the scenario I'm describing is a group email outside of the ticket chain as u/msprm has mentioned. Some tickets i can changed to closed while others i can't. Ideally I would like to be able to auto-merge tickets with the same subject line The below steps worked for me and now my merged ticket has been reopened. While you can add custom fields to the screen, it won't pull from the database values. This how to video demos the process for adding a custom category for syncing tickets to ConnectWise Manage. Happy Tech Tuesday! We're going back to the basics in today's episode, 🚀 Showing you how to create recurring tickets in ConnectWise PSA! Learn how to set up When you click to send an email via the workflow rule, the Send To would be Company (Primary Contact). This ticket will be closed. ADMIN MOD Give customer access to view all tickets for their company . If the HUDs on your dashboard do not show the correct date from the PSA, you can map the proper PSA ticket statuses with the statuses in ITBoost. Go to the ticket that was merged and closed. This video will guide you through setting up the integration, We often have multiple sesions listed in the console for the same computer. Select System-> Members in the left side panel, click on API Members tab and click on + to add a new API member. ’ Happy Tech Tuesday!! This video covers Automate tickets and some lesser-known tricks and shortcuts for understanding how they work and how they sync to Conne Ticket. As long as the subject line on the email matches the one from the ticket, you can just send an email into your Connectwise support email and it will link to the ticket automatically. To merge a ticket into another ticket, find the ticket on a board, click the ticket's "" menu, then click Merge Ticket. Once that is set for the required client , push and "Update Config" command to Automate The Tickets report displays a detailed printout of up to 5,000 Automate tickets from the last 30 days and their associated ticket data items, excluding ticket comments. You still have client data noted within old tickets. Here’s how you can merge tickets within the NinjaOne platform: 1. This can be any of the selected tickets or an Overview:Learn how BDRSuite seamlessly integrates with ConnectWise to streamline IT operations. To close a ticket, you must change the status of the ticket to a status that represents closing. Open comment sort options. This is because you can only merge tickets from the same company, and we don't want to email the client on an unprocessed ticket. We should be able to combine some of them and create only 1 invoice. If you are self-hosted with SQL access, I'd be Go to ConnectWise r/ConnectWise. Is there any feature/way that when a ticket gets resolved, it won't auto-close the ticket? i. Question Is it possible to un-merge tickets? Answer No, it is not possible to un-merge tickets. I am trying to write a report that i can see how long a ticket was in each status, can either be in BrightGauge or in PowerBI as we have a connection to the back end where we can pull out specific fileds. Members Online • mhurley131. A monitoring system’s emails create tickets as CatchAll instead of the correct company. Displays the service ticket associated with the activity if any. Custom categories allow you to direct tickets to . Connectwise support suggest a status note but this The Merged tickets description will be added as a note to the Merge Similar Requests. Create Activity - Create an You MERGE tickets together when they are duplicate or related tickets of the same incident. Hoping someone might have some guidance. ; Select the Datasource and Dataset for the gauge. When you create the invoice for The ConnectWise integration with Email reConnector not only makes it easier to create tickets from emails landing in your inbox, it allows the creation of tickets from any device, anywhere a data connection is available. Merge: Select the ticket(s) you want to merge to another ticket. Watch tutorial videos, reference related content and engage i We use Connectwise for our NOC ticketing system. So on 12/1 the ticket summary would be - "Morning Meeting 12/1". We also have a workflow that will set them to closed after 48 hours if we miss any. r/ConnectWise That will show you all the child tickets, but includes tickets that were merged not just bundled. Merged ticket status: choose the status of this ticket after it's merged. Know What You Need To Prioritize . You can also set that "Merged" status to say auto-close after a number of days//hours/mins or set action rules to close them out or send email and etc. Select this icon to bundle or merge a ticket. Select the 'Merged ticket' status. There may be a closedFlag but that flag is set my CW when a ticket is put into a closed status. After that, you hit on next So, if you want Connectwise to merge tickets properly, you must head over to the migration page. To do so, you need the id The parameters are simple, anyone logged in, that is a member of the team, would get assigned tickets in a round-robin fashion. I had an employee who created two tickets and then bundled one of them with another ticket. 1K subscribers in the ConnectWise community. At least one of the three types must be selected, as ConnectWise PSA requires this. Rule 2: Ticket is in 'Attempted Contact 1' status AND last updated more than '3 days' ago AND NOT ticket has been updated by customer. In ConnectWise Manage, my ticket workflow has techs setting their tickets to a Resolved status when they are complete, and then we Q&A some of the tickets for each day and then set the those and the remaining tickets for the day to closed. . Example: Customer A emails in with a service request, including helpdesk, coworker B, and contact C. 1. Agreement. Click Settings > Mapping and Merging. ; Click ADD to apply the Count aggregation. ; Toggle the events you would like to receive to the on (purple) position. ) I have just started a new position and I have been tasked with ensuring that all of the computers that we have in AD are also in connectwise. Learn how to efficiently convert opportunities into pro I understand how to get through that part. To create the ticket kill rate calculated metric gauge: Select New Item > Gauge. The email needs to come from a member in CW for it to work. That is the safeguard of unchilding in case you make a mistake. ConnectWise CampaignDirector™ (now ConnectWise Getting Started. This involves configuring the ticket board, assigning technicians, and defining the required fields. At the moment, if I want to merge multiple cases from different contacts, I have to change all contacts for all tickets to the same person, only then I can see the ticket available to be merged on the list. r/PowerShell. The two-way sync is much better now with Outlook->Manage being nearly as fast as the other way around. CW Manage of course sets the Primary POC configured for the company as the default contact, but this sometimes causes confusion as a ticket may get created and someone either forgets to change the contact or it's more of a generic task rather than a task for a specific contact, but the POC The note type control determines what type of note is created in ConnectWise PSA, and these correspond to the three tabs shown in the notes section against a ticket in ConnectWise PSA. Select the ticket you want to work on. Is there a way under Service Ticket Search or other tool to display tickets imported from a CSV or other list? There are two tools to focus on here: a ticketing system and a customer portal for ticket submission. Usually this works great, but once in a while the ticketing systems will start auto-replying to each other and generating infinite tickets until we go into M365 and create a rule to manually break the loop, we've also had it happen when a client sets a This video explains the importance of having a status of Child Ticket in ConnectWise. Best. ; Click Continue. (Two people report the same problem, e. My question is regarding the summary. Initiate Merge: Click the ‘Merge’ button. Is there a way to do that? Thanks Bruno Is there a way to un-merge a ticket? I foolishly merged the wrong ticket and wanted to know if there was an easy way to undo it? I’m new to this job and feel like this won’t be the last time I do this. Here's your problem. I’ve got a head-scratcher here. ; Select Number Gauge. Click ScreenConnect Session. r/ConnectWise. If these are not populated ConnectWise doesn’t currently support recurrence for activities. It also updates ConnectWise records when changes are made in TopLeft. Institutional knowledge. Sort by: Best. I imagine others have run into this issue before, does anyone know of a decent fix? We're currently manually merging or deleting the tickets if they have no relevant information to the task at hand. (It With ConnectWise PSA™ Help Desk, achieve complete support clarity to keep your techs booked and busy, dispatch the right people to the right projects, and ensure no ticket goes unnoticed. Requirement: In an organization, multiple requests being created for the same issue. ). Once you remove the child ticket all that information should be removed. Agents can execute the following Merge tickets - #1 partner requested update! Who wants to deal with the chaos of managing multiple tickets that relate to the same issue? Not you. For example, if you want to assign It's not possible to combine agreement and standard invoicing together unfortunately. How can I do so en masse? Thank you all, Brad. But i have no way update the status. An IP address here and there. I was wondering what other people do to link service tickets which are handled by your desk but have been caused by a project to the project whilst making sure that they do not affect project billing, plans etc. New Are you talking about merging two connectwise instances into one? Need to unmerge a ticket? We hear you. Organizing tickets allows security analysts to categorize and address cybersecurity issues quickly. Company: Displays the company associated with the ticket. You merged a ticket but realized that you really didn’t have to? With HappyFox Helpdesk - it is easy to revert and unmerge tickets. Obvious tickets are for client issues, but when used properly, anything that can be documented, tracked, or reported can become a service ticket. To edit a ticket in ConnectWise, click the "CW" button on the bottom of the card, or at the top of the editing dialog click the "View in ConnectWise" button. Thanks. com alias that routes to our service board. I use to work for a company where they had ConnectWise tickets integrated into Microsoft Teams where you could put #12345 as a hyperlink in Teams. What's my plan? If needed, you can merge one or more tickets into another ticket. ConnectWise. During our consulting implementations, we typically install 8-15 workflows per service board. It would be nice to have a report or view that shows the duplicates and allows for easier cleanup. Note; Attachment; Combine Attachments: Combine any attachments into a single file. Use labels: Solution Ticketing recipients are configured under Administration > PSA Integration > Ticketing. If there is a service ticket, click the Ticket link to open the service ticket. Copy the URL from the ScreenConnect Session pop-up. So, I've created many bundled tickets in ConnectWise Manage. The first server - the surviving server - will remain as-is with all custom items in place. The bundled ticket I am having difficulties with. Prioritize: Rank tickets by importance to resolve critical ones first. Having only the Convert to Project Ticket - Covert the ticket to a Project Ticket or a Project Issue Ticket. It could help to create several categories going up in the About Press Copyright Contact us Creators Advertise Developers Terms Privacy Policy & Safety How YouTube works Test new features NFL Sunday Ticket Press Copyright - set "When Tickets Are Merged" to "Set Status of Child Tickets to" then select "Merged" that way, the ticket will stay visible in the System. The power of workflows in ConnectWise Manage PSA can help mimic a similar cause. Members I'm looking for a way to auto-schedule tickets, where the ticket will be created a week in advance, and then for the ticket to close a week after the scheduled (so staying open for 2 weeks total). Example: Ticket comes in to our board addressed to support@widgetcompany. That will force tickets to bill separately in invoicing, if they are for different sites that have unique tax codes. ConnectWise is the world's leading software company dedicated to the success of IT solution providers. ) Just remember when using email tags, you will also need to refer to the ticket. Click Save. Additionally, updating merged tickets is a billable process that you must go to our So, if you want Connectwise to merge tickets properly, you must head over to the migration page. Displays the agreement associated with the activity. In my last company when we opened a new ticket and chose the company, there would be a splashscreen note which would pop up with info on the company, what is in support, who is the VIP, don't mention the war etc. Reply reply With ConnectWise PSA, both service tickets and service activities can be automated by using recurring ticket templates that are pre-loaded with tasks, resources, and other relevant fields. As an alternative, if you wanted to get creative you could click on the original email that opened the service ticket, click to forward the email to your support email address and add Ticket #xxxxx/ to the subject line (xxxxx is the project ticket How does ConnectWise stay in business with the complete trash support they offer? I've been hands on with CWM for a good 3 weeks now. I still don’t know how to changed, but setting it back resolved it and it’s been staying since. We use Connectwise for our NOC ticketing system. I want to make a copy of it for another customer. Skip to main content. Important: If a ticket that has been closed via merge gets updated by an end-user, the update will automatically go to the ticket it Gets activities associated to the ticket /// Please use the /sales/activities?conditions=ticket/id={id} endpoint In this detailed guide, we delve into the next steps after identifying an opportunity in ConnectWise. Additional formatting options. Update ticket details Review the description. For With ConnectWise PSA™ Help Desk, achieve complete support clarity to keep your techs booked and busy, dispatch the right people to the right projects, and ensure no ticket goes unnoticed. Is there a way to have the date automatically updated every day. Don't let customer communications get "lost" again. Hi, We have a ticket status "Waiting Client Response", i would like to create a workflow rule to change a ticket status of a ticket that has been responded to by the customer to another status "Customer Responded" I have had a ConnectWise; Datto Autotask; Halo allows the merging of two tickets into one another. You can select the Project and Phase you want the ticket to be moved in. Ticket email is sent to Customer A. This can be configured within the dashboard. Thanks!Joshua Then under the “Ticket Notes and Notification Options” section. I intend to create a program using C# which will update tickets in ConnectWise using, eventually, data from another API. If you have two way sync for Outlook turned on, you could do it that way and have it sync to CW, but it would not be associated with a client company. However I went through this journey myself over the last few weeks and learnt a lot so I'll share it with you. Enter the ticket ID of the ticket which will receive this ticket's information and remain open, and select the closed status I sometimes get tickets that relate to the same thing. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. There are actually a few feature requests allong this line and similar like Merge tickets and Help Desk Sub-Tickets, etc. Cassie Kerr | Pivotal Crew. Members Online • CharlieH18. Understanding your priority tickets is crucial to helping you manage tickets effectively. Can I combine them some how rather than just closing the others out and leaving one open? I know ConnectWise and Merging tickets prevents you from ever deleting the service board that the merged ticket is originally on. In the past I have always been advised to make a child ticket because it is a reversible process Setup a workflow rule that automatically flips the status of a ticket to ‘Client Responded’ once a client responds. Wow. -Ticket Template. That works fine. The ticket that is merged moves to a Closed status which cannot be reversed and the ticket is no long ConnectWise Automate allows you to bill time to autofix tickets. This is the fifteenth video in our new ConnectWise Level-Up series where we highlight product tips to help you Le Also, not sure if you trying to get the agreement type to show on the ticket but the only agreement field on the ticket screen you can display to select is the agreement name. The integration of NinjaOne with ConnectWise ScreenConnect (or ConnectWise Control) enhances NinjaOne’s superior RMM capabilities, designed to safeguard endpoint health, with the outstanding capabilities of ConnectWise ScreenConnect. 2. For example the subject will contain ticket # xxxxx etc. Go to ConnectWise r/ConnectWise. On 12/2 the ticket summary would be "Morning Meeting 12/2" or something to that effect. Thankfully, humans are naturally receptive to aesthetics, so seemingly small things—like formatting your ticket notes to make them more visually appealing—can actually I've been tasked with tracking Child/Parent ticket trends within my company. If you use a specific email address or use the Company - Options, cc option, it's based on an email address - if the primary contact changes you need to go update it again. Use the picker to assign or change the service ticket for the activity. I have a list of 350 specific tickets that I need to get more information on. What Ialso notice from time to time is that myticket status will say waiting on partner response when it's really waiting on connectwise response. ; Choose a Member, Work Type, and Work Role from the drop-down boxes. The format of the subject line contains the proper company name. This report includes a signature block that is intended for technicians and You may notice that when you have multiple techs on a job site and they both enter Invoice Items on the device, you may get multiple tickets/invoices after t Here is our procedure on this. Contact C replies all to initial email and after a few replies I've got half a Connectwise Manage - Tax code does not match when trying to merge tickets First I will say is this is the first time I have ever been exposed to merging tickets. Additionally, the Trash icon can be used to remove these Webhooks, if necessary. Teams can also use tickets to easily communicate and track how much time is invested in each cybersecurity incident. Reply reply To begin the integration, we first need to set up the service ticket in ConnectWise Manage. We're using Streamline in the CWM connector in Automate to direct tickets alert generated tickets to their respective boards (Team 1 Alerts, Team 2 Alerts, etc. g. Navigate to Service Desk > Service Board in ConnectWise PSA. https://help-desk-migration. The options available in Setup Tables > Service > Email Formats > "Service Email to Customer" is for changing the templates on status changes and not ticket updates. Select the more option and choose attach sub-ticket Search for the ticket that your current ticket was merged to and select “Attach Sub-ticket” When I did this the ticket reopened and I was able to edit. After that, you hit on next 8. Even applying a ticket template is a manual process of creating a ticket and saving it. ConnectWise Control hosts are able to increase the speed of their response times when guests request support using this direct method of communication. The only thing the mail connector is looking for is this: "Ticket # 000000 / ClientID /" Everything afterwards (including the summary description) is ignored. Leave the ticket you want to merge to deselected. For example, if yo Also, ConnectWise has a lot of documents at their developer site and registration is free and easy. When it was clicked it pulled up the Ticket in ConnectWise. Question Are merged tickets counted as one or two tickets in the total ticket volume? Answer Zendesk Explore considers unique ticket IDs when you report on the number of tickets. Then, click this option to merge the selected ticket(s). Reply reply Top 7% Rank by size . Is there a way to undo a Merge? One of the users merged two tickets but we want to separate them again. ; Click Save To understand the 'bucket' theory for Service Boards, it is important to understand that tickets are the basis for running PSA. ; Enter Lag Time if necessary. Users can merge multiple #helpdesk support tickets into selected tickets and add all remaining We created a parent ticket to work on the root cause and attached the reported incidents from the clients as child tickets and then working the parent ticket relayed the communication. Can NinjaOneIntegrate With ConnectWise ScreenConnect? Yes. Explore the help desk features of ConnectWise PSA Go to ConnectWise r/ConnectWise Hi everyone. ConnectWise PSA to PSA Merge. This means you can make that last bit whatever you want. Set Member ID to Thread (or whatever you like to call it); Make sure that Level is set to Corporate (Level 1). You have your techs set tickets to pending closed until a manager reviews the tickets and closes them. The email won't mention what the parent ticket is though, but the engineer could go to the merged ticket and drill into the parent from the 'This ticket has been merged with Parent Ticket XXXXXX' banner on the top of the screen. Agreements are great though because you can easily keep track of all your time and the type osTicket is a widely-used and trusted open source support ticket system. It'll still show up on the ticket. Members Online • Mspfix. Parent ticket ID: enter the ID of the ticket that will be the parent ticket. I have a need to change multiple tickets from one customer to another. There's almost never a need to put or make sure there has been time registered on the Set your Service Board to the default board that your tickets go to from CloudRadial to ConnectWise; Select Save to move on to the next step of workflow customization; Select Events + to set a new event to trigger ; Ignore the first two dropdowns and use the Set trigger dropdown to select your custom field Or you do the above, but on customer level. Whether the company you are merging with or acquiring is an existing SmileBack customer. We offer a billable PSA to PSA service. In the Apply To drop-down, select the service ticket you want to restrict the down payment on. (Or possibly use the email tag in the body) You cannot use the email tag to say lookup a ticket where you don't have a ticket number, this is when you might want to use the API (via PowerShell or something) to lookup tickets based on a criteria. Click on the Finance Tab of the service ticket and select the Restrict down payment check box. Processing A New Ticket If a ticket is going to be merged, only change the company and remove the email address from the contact. I'm very new to CW and am trying to find the most efficient ways to run reports. You cant delete the tickets flat out since they are associated with billing. I was wondering if there was a way to merge tickets from different contacts in Nilear. ; Select date_opened. How do you go about doing this? I'm not looking for full integration and was just wondering if there was a web integrator or webhook you #CWLevelUp! This week: Using Invoice Groups. first - closing a ticket. Please email help@smileback. i need some help . We are using CW Manage for managed service tickets, and a customer wants to be able to see all open tickets using the customer portal. mwftd trirp fxlbe gyed vpgac uuip vmla apsmfs ltvvfz uvjxm