Before You Begin...
To receive Support from ConnectWise, you need to be a ConnectWise Admin:
ConnectWise Administrators are your points of contact. If you are not an admin, please forward your issue to one of your ConnectWise Administrators. They may have the answer or will contact us to assist. If you wish to become an admin, we will designate you as a ConnectWise Administrator now, you must complete the ConnectWise Administrator Major within 30 days.
ConnectWise Admin Responsibilities
Unfortunately, we cannot support all of your end users directly. All problems, issues and requests from your users should be reported to your ConnectWise Administrator. You should have at least one user at your company designated as the ConnectWise Administrator, and that person or persons should be known to all of your employees. We work with your administrator(s) 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 focus our efforts in making your admin(s) very knowledgeable and will coach them on troubleshooting tips and tricks. After a while, your admin will be able to resolve many common issues and answer most user questions.
All of our support programs are available 24 hours a day, 7 days a week.
Live chat is for quick how-to questions. It is not the best way to obtain help for more in-depth problems. Click here to get started.
- Summarize the problem in your email subject line.
- Good description of the problem in the body of your email.
- 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 encountered the problem. Example: Company Screen / Activity Tab
Partners can enter and review requests directly in the Partner Portal.
ConnectWise Emergency Support
An emergency is a server down. Server down is when no one in your business can log into ConnectWise. If this happens, please enter "Server Down" in the Summary Description of your ticket. This will notify our on-call engineers during off hours. You can also call our Support line at 813-463-4715.
You could also be experiencing a 'High Impact' scenario. While not qualifying as an emergency, a high impact issue can have a large impact on your business and is a high priority to resolve. A 'High Impact' issue could be due to the following:
- Server is down
- 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
If You've Already Submitted a Service Request...
Please use the Customer Portal to check on your Service Requests. Do not send another email to check on the status of your issues. Each email sent to Help@ConnectWise.com starts a new Service Request.
Once you Login, you have complete visibility to your service records. If, for whatever reason, your account isn't set up in the Partner Portal, email us atHelp@ConnectWise.com with your desired password and we will set it up for you. Please note that this step must be done by a designated ConnectWise Admin.
Here is the process that we follow to resolve your service ticket
Once we receive your request for support, several things happen:
- New Service Ticket
A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.
- Automatic Acknowledgment
You get an automatic acknowledgment that your request has been received and logged.
- Ticket Processing
Once the ticket has been created we then process it to evaluate the best resource to handle the question or issue.
- Email Response
You will receive an email directly from a resource as they begin working your request, followed by a phone call to discuss.
- Automtaic Updates
The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.
Two special requests to you:
- Ticket Related Responses
If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. This allows the system to keep all related correspondence in the same ticket.
- Ticket Un-Related Responses
If you have to notify us of an un-related problem, please create a new email to Help@ConnectWise.com and do NOT reply to an existing case or ticket email.