Let’s face it, delivering consistent, superior service in today’s fast-paced IT environment, while appreciated, is also expected. So why not let ConnectWise service ticketing help you optimize this support and make it work to your advantage? ConnectWise service ticketing captures service tickets from opportunities, agreements, e-mails, phone calls, faxes, customer portals and monitoring alerts, and automatically links them to clients, resources, schedules, dispatch, timesheets – even invoices. Better still, our service ticketing is a perfect way to gain better control of:

Break/Fix work
Network upgrades
Enhancement requests
Out-of-scope assignments

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And Our Service Ticketing is Simple to Use, Too!

Customers send an e-mail to your service board where, once received, triggers alerts that automatically assign, dispatch, prioritize and escalate service tickets based on rules that you customize for each account. It’s completely connected. Nothing slips through the cracks because service tickets automatically show up on Microsoft Outlook calendars! Easy access to service that gets requests off your customer’s to-do list and onto yours is the fastest way to increase customer satisfaction and ensure account retention. ConnectWise service ticketing is your key to incident management.

Service Ticketing Feature List

Multiple locations supported
Multiple departments supported
Multiple boards supported
Multiple service teams supported
User-definable statuses and types
Email notifications and alerts
Workflow and Escalation
SLA enforcement
Client Configurations
Document attachment
Knowledgebase
History of service activity
Multiple resources per service ticket
Real-time Outlook integration
Universal schedule view
Checklists of tasks
Supports capturing of ticket data from email
Audit trail per service ticket
Client Portal

Client Signoff
Mobile phone client
Dispatch Portal
Auto-Assignment
Bundle multiple tickets into a visit
Flexible billing methods
3rd party billing
Integrated to ConnectWise Network
Integrated to Agreements
Integrated to Time Entry
Integrated to Products
Integrated to Expense Entry
Integrated to Sales Activities
Integrated to Invoicing
Integrated to Mobile add-on
Integrated to Business Report Cards
Embedded best practices
Roles based security
SSL supported