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In order to receive support, you must be a ConnectWise Administrator
If you would like to be one of our points of contact, we will designate you as a ConnectWise Administrator now, but we ask that you become ConnectWise Administrator Certified in the next 30 days. To become ConnectWise Administrator Certified we need you to complete the ConnectWise Administrator Major in ConnectWise University. Click here to sign up for the ConnectWise Administrator Major
: ConnectWise University. Check the box and take the courses.
If you don't want to become a ConnectWise Administrator, or if your company already has all of its’ ConnectWise Administrators, then forward your issue to one of your ConnectWise Administrators. They may have the answer or can certainly forward it to us at, Help@ConnectWise.com, to create a Ticket for us to help them.
Additional Support Details
When you have an issue or a question about ConnectWise PSA, you have several ways to contact our support team and report your issues and requests. Emailing to Help@ConnectWise.com is the best way to enter a new Service Request. The Customer Portal is the best way to check on existing Service Requests and to update and annotate the existing Service Requests.
Urgent issues are classified as follows:
An Emergency is a Server Down. Server down is when no one in your business can log into ConnectWise. Please enter "Server Down" in the Summary Description of your ticket. This will notify our on-call engineers during off hours.
You could also be experiencing a ‘High impact’ scenario that is not an Emergency however it is having a large impact on your business and is a high priority to resolve. A ‘High Impact’ issue could be due to the following:
Email connector is down – no tickets are being created on your service board
Inability to invoice – cash flow is being affected
Outlook Sync is not working – calendar appointments are not syncing from ConnectWise to Outlook
ConnectWise Admin Responsibilities
Unfortunately, we cannot support all of your end users directly. You should have one user at your company designated as the ConnectWise Administrator. Let everyone there know who that is. All of your users problems, issues and requests should be reported to your ConnectWise Administrator. We will work with your administrator to resolve issues and teach them how to get the most from ConnectWise PSA. Your admin will become your in-house guru for ConnectWise PSA. We will focus our efforts in making your admin very knowledgeable and will coach them on troubleshooting tips and tricks. After awhile your admin will be able to resolve many common issues and answer most user questions. This Admin concept is a Best Practice. You should use this Best Practice for handling your client's service requests.
Keep your copy of ConnectWise current.
Most of your problems can be fixed by staying current. The first thing our support team will do is ask you if you have the most recent updates installed. Make sure you have the most recent ConnectWise updates installed. We work hard to make sure there are few defects (bugs) in the software. We are also constantly enhancing ConnectWise PSA with new Best Practices and adapting it to follow the rapid changes in our industry. So realize that enhancements and bug fixes are being published weekly and available to you immediately by running the ConnectWise Updater. You must initiate the update process on your server.
How to get Help @ ConnectWise
Email a Service Request onto our Service Board! This is the best and simplest way to enter a new Service Request. When you send an email to Help@ConnectWise.com, the email is automatically entered on our service board and we are notified. You should use the Customer Portal to check on your Service Requests. Please do not send another email to Help@ConnectWise.com to check on your Service issues; each email to that address starts a new Service Request.
Include the below information in your email:
- Good description of the problem in the body & a good summary of the problem in the email subject line.
- Screen shot. Screen shots tell us a lot.
- Error message. If you get an error message, open it up and cut/paste it into your email.
- User name that had the problem and what they were doing at the time.
- Name of the screen and tab you were on when you had the problem.
Example: Company Screen / Activity Tab
Customer Portal www.ConnectWise.com
Enter and review your requests directly in the Customer Portal. Just go to the Client Login area on www.ConnectWise.com and login. We record everything here and we share it with you. If you are the ConnectWise Admin, send an email to Help@ConnectWise.com with your desired password and we will get you setup. The Customer Portal is a great Best Practice. You should use this Best Practice for handling your client's service requests.
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