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June 13-15, 2019 | Orlando, FL

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Product Updates by Product

keyboard_arrow_down ConnectWise Manage - Professional Services Automation

Project Status Report

Release: 2018.5 | Job Role: Project Manager

It's always been important to communicate with customers about the status of projects and milestones. However, as we move toward a more as-a-service methodology of completing business transactions, it's becoming even more important to focus on the relationships you are building and really focus on the individuals you are supplying service to. For this reason, having open communication about the status of a project you may be working for a customer is essential. This is why we've created the Project Status Report so that you can easily and quickly supply vital information to your customers about the work you are completing for them. Not to mention, this report can also be used internally to get a quick "health check" of each project you may be managing.

Additional Resources

New Ticket Notes

Pilot: 2019.4, GR: 2019.5 | Job Role: Technician

With so much focus on the end user these days, ConnectWise has had a major focus on giving you the ability to easily "wow" them. One of the big pushes has been revamping the communication methods including closed loop ticket updates. We know you want it to be easy for your customer to see the details they need, you also want it to be pleasing to the eyes, and lastly you want it to be easy for your techs to make all of this happen. We're completely updating the ticket communication options and giving you more control. Rich Text Format will allow you to do things like bold, italicize, underline, create bulleted lists and more! While the ability to add inline images and screenshots to time entries and emails will give you a more descriptive and helpful email to your customers.

Additional Resources

CC contacts on a ticket

Release: 2019.2 | Job Role: Technician

Giving you more ways to provide a better customer experience, we've also added the ability to automatically CC contacts on all tickets for a company. We know that some of your customers want to stay in the loop of all communications going in/out of their office. You can now setup the option to have people automatically CC’s as soon as a ticket is created. This is for both service tickets and project tickets. You can set this up in a variety of ways. EX) Maybe one contact wants to be CC’d on the help desk board, a different contact on the billing board and the CEO wants to be added to all the tickets, you can do that with this option.

If the contact CC’s someone on the ticket when submitting it and they are also an auto CC, it will not send them duplicate emails.

Additional Resources

Service Alerts

Release: 2018.6 | Job Role: Service Manager and Technician

Within any CRM, it's important to have quick access to information about each customer, and it some cases even be alerted proactively of certain details. Within Manage, we call these Service Alerts. They allow you to configure messages that will populate tickets when opened. For example, being able to easily be notified when working a ticket for a VIP Client. Having this information allows you to them supply the level of service delivery promised to the customer.

Additional Resources

Shipsets

Release: 2019.3 | Job Role: Sales & Procurement

As quotes become larger, the contents of the quote can be difficult to manage. Therefore, having the ability to organize the products on a quote automatically saves you time and headache while putting more control and visibility on the quote. A major example of this is when quoting Cisco products. The grouping of the items from their quotes are often very beneficial to the customer and MSP. This is why we're giving you this control right within Manage helping you easily keep quotes organized and easily transfer items throughout the system.

Additional Resources

keyboard_arrow_down ConnectWise Automate - Remote Monitoring & Management

Single Sign On

Release Date: 5/16/19 | Release: 2019.5 | Job Role: Service Manager and Owner

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: user management, multi-factor authentication, credential management, API protection, import members, manage password policies, reporting, easily add/remove users, integration with Azure AD, and ability to enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

ConnectWise Now

Release Date: 5/16/19 | Release: 2019.5 | Job Role: Service Manager and Owner

Having accurate knowledge about your organization and the teams you manage is crucial to making business decisions that better your different teams. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

Additional Resources

Patch Approvals

Release Date: Tentative July | Release: 2019.7 | Job Role: Technician

Being in IT isn't always convenient. You have a life, and we understand that. So, the next time a patching emergency strikes, whether you're at a t-ball game or your in-laws for dinner, just remember you'll have access to Automate Patch approvals via the web browser. This makes sure you can take care of work when on the go.

Additional Resources

ConnectWise View in Automate

Job Role: Technician

Your customers are wanting more help than ever and faster than ever before. Not to mention, you want to supply great customer service while also keeping time spent to a minimum. Now, you'll have the ability to accomplish all of these with a new enhancement. You have the ability to remotely be at your customer's site with ConnectWise View. This allows you to easily see what's going on at the customer site through the camera on their cellular phone and give direction to resolve the issue as if you were there. Saving you time and keeping the customer happy.

Additional Resources

Launch Adhoc Control Session

Release: 2019.1 with Control plugin 6.0 | Job Role: Technician

Now, adhoc remote control sessions are only a click away from within Automate. With the Control and Automate integrations, you can now easily start a Control session with the end user without ever having to leave the Automate window. This gives you quick access to customers without having to take longer than expected to resolve issues. These lead to a better customer experience and increased efficiency for your techs.

Adhoc (Remote Support) There is an additional charge for Remote Support and not all Automate partners have access

Additional Resources

Launching a script from Control

Not Released Yet

Keep customer interruptions to a minimum! Automate and Control have teamed up to give you device access from a single click. Backstage allows you to quickly and easily access the registry and run commands without having to contact the customer and interrupt them during their busy day.

See Backstage in Control details

Additional Resources

keyboard_arrow_down ConnectWise Control - Remote Control & Remote Access

Host Client Redesign

Release Date: April 2019 | Job Role: Technician

We redesigned the host client by reassembling menus into large, clickable tiles, arranging the tiles horizontally, and organizing them by feature. Additionally, we added bright highlight colors to indicate selected states and included both dark and light modes.

  • The menus take up less screen real estate, allowing hosts to see more of the remote device when accessing menus
  • Hosts can find menu items quicker
  • Bright highlight colors for selected states make it easier to identify when certain menu items or features are enabled

Additional Resources

General Tab Updates

Release Date: April 2019 | Job Role: Technician

Information on the General tab is now organized by categories. We’ve also added new fields:

  • Manufacturer & Model
  • Machine Product/Serial
  • Machine Description
  • Private Network Address
  • MAC Address
  • Time Zone
  • Uptime
  • Hosts can scan the General tab to find important information quicker
  • Hosts have more information about machines at their fingertips

Additional Resources

Backstage

Release Date: November 2018 | Job Role: Technician

Backstage creates an independent Windows session when connecting to a machine. The partner then has access to PowerShell and Windows command terminal windows allowing the host to perform complex commands and scripting.

Hosts can run scripts and commands using fully-featured Powershell and Windows command terminal windows without interrupting the end user on the machine. Hosts can also access Regedit, run toolbox items, and transfer files in the background.

Additional Resources

ConnectWise View in Control

Release Date: November 2018 | Version: 6.9 | Job Role: Technician

ConnectWise View allows technicians to troubleshoot on-site issues through the camera of a user's mobile device. ConnectWise View engages technicians (coordinators) and their end-user (cameraperson) in real time through a browser-enabled, live stream session. This allows the coordinator to see what the cameraperson is seeing and effectively walk them through hardware or other on-site issues. ConnectWise View is integrated with ConnectWise Control, making it easy to launch from within the application. Save information such as snapshots to accurately keep a record of the session.

  • Remotely support clients with hardware issues without having to send an engineer onsite
  • Remote support clients without having to give out a tech's personal cell phone number
  • No need to use other methods that live outside of your everyday business tools. Launch ConnectWise View easily from an application you use everyday

Additional Resources

Self-hosted Updates

Release Date: TBD | Job Role: Technician

We’re upgrading Mono for increased Linux security and sustainability. The updates will add support for more recent versions of TLS as well as a greater number of 64-bit Linux distros. You will also notice a general improvement in performance when connected to a large number of sessions.

  • Increased security with self-hosted Linux installations
  • Support for greater number of 64-bit Linux distros
  • Owners can support more agents in their self-hosted Linux installations efficently

Additional Resources

Performance Updates

Release Date: TBD | Job Role: Technician

We’ve been hard at work improving the screen capturing performance in ConnectWise Control. We’ve improved our algorithms to more accurately recognize the kind of content you are viewing to make better decisions on how to process the data. That results in smoother video playback with fewer artifacts on screen.

  • Hosts can more accurately view video playback
  • Improved host experience while connected to a remote machine

Additional Resources

keyboard_arrow_down ConnectWise Sell - Quote & Proposal Automation

ConnectWise Now

Job Role: Sales

Having accurate knowledge about sales quotes is crucial to closing those deals. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

The NOW dashboard has not been incorporated into Sell at this time, but we have made our PODs available to e viewed in other products that do have the dashboard

Additional Resources

Importing Quotes from Distribution

Job Role: Sales

Getting custom pricing from a distributor quote needs to be fast and accurate. Spending hours of time typing in new products leads to potential errors, and mistakes cost you time and money. Sell provides our partners the ability to import excel based quotes from distributors with the ability to quickly map fields and save them for use later. You also can set the quote expiration date to ensure that a customer cannot approve the quote after the custom pricing has expired, costing you money.

Additional Resources

Special Order Passing to Manage

Job Role: Sales & Procurement

I have a Bill of Materials with multiple configurations. There are some of the same part numbers across the different configurations and I do not want these part numbers to combine when it is passed to a purchase order in Manage. I can set the special order field for any products in a quote, as well as all of the products that are pasted into the quote via the excel import functionality. This will keep my procurement process more organized and create less confusion for my technicians.

This can be used when importing any custom quote from a vendor and will ensure that none of the products will be pulled from inventory and will not combine exact part numbers that are part of different configurations.

Additional Resources

Reorder Pages

Job Role: Sales

Some customers reorder certain products a lot. To make this efficient, Sales reps can create a PO to allow customers to freely order the products when necessary. Once the customer completes the request, it appears on the Order Porter Requests pod in Sell. Sales then can download the requests and a new quote is automatically generated in a Won status. This simplifies and speeds up the sales process for all involved parties.

Additional Resources

Shipsets

Job Role: Sales & Procurement

As quotes become larger, the contents of the quote can be difficult to manage. Therefore, having the ability to organize the products on a quote automatically saves you time and headache while putting more control and visibility on the quote. A major example of this is when quoting Cisco products. The grouping of the items from their quotes are often very beneficial to the customer and MSP. This is why you can set the ship set value when importing into Sell and keep quotes organized and easily transfer items throughout the Manage system.

Additional Resources

keyboard_arrow_down ConnectWise Identify - Cybersecurity Risk Assessment

Internal Risk Assessment

Release Date: 4/1/19 | Job Role: Owner, Operations Manager

It's no secret that MSPs are a prime target for cyber attacks today. You hold the keys to all your customers' data, making it easy for a cybercriminal to score big with one hit. However, we've found that most MSPs aren't doing enough to protect themselves from the embarassment and business-cripling costs of one bad attack. A smart internal security strategy starts by understanding your greatest risk areas. ConnectWise Identify allows you to assess your own risk posture, identify where to start, and create a game plan for fortifying your own business. By starting on yourself, you learn about the risk assessment process before bringing it to customers and can show credibility by saying you run the same assessment on your own business.

ConnectWise Identify free trial includes with 2 full risk assessments - 1 to perform on themselves, 1 to perform on a customer.

Additional Resources

Customer Risk Assessments

Release Date: 4/1/19 | Job Role: Owner, Service Manager

The biggest challenge in offering security today is getting customers to buy into the need for additional security protection. How many times have you heard "it won't happen to me" or "isn't that what I pay you for already?". The problem is many MSPs are taking a reactive approach to security, which looks scattered and fails to deliver long-term business value to the decision maker. ConnectWise Identify allows you to take a proactive, holistic approach to security by assessing your customer's complete risk profile. It creates a customer-friendly PDF of their risk report that can be used to create a plan of attack that's more digestible to the decision maker.

ConnectWise Identify free trial includes with 2 full risk assessments - 1 to perform on themselves, 1 to perform on a customer.

Additional Resources

Attestation Letter

Release Date: 4/1/19 | Job Role: Owner, Service Manager

Almost every MSP has experienced a ransomware event with their customers, and every time they're quick to point the finger at you. It may be managable now, but this gap in expectations between you & your customers will be incredibly damaging to you when a major attack occurs. Now's time to get clear on who owns the risks, before an incident happens. An attestation letter is included in every risk report for your customer to sign, ensuring they understand and have accepted the risks they choose not to address against your recommendation.

Additional Resources

keyboard_arrow_down ConnectWise Unite - Cloud Billing Management

Meraki Devices Syncing to Manage Configurations

Release Date: Feb. 2019 | Job Role: Technician

Your service team wants and needs the most up-to-date information for the devices they manage. For this reason, ConnectWise Unite is now syncing the Cisco Meraki devices to ConnectWise Manage Configurations. Not only are they syncing the assets, they're staying up to date with an ongoing sync. Now, your techs can have current information to help them resolve issues even faster!

Additional Resources

One-Click Access to Manage Meraki Devices

Release Date: Feb. 2019 | Job Role: Technician

When managing physical devices, your service team wants immediate, or close to it, access to the hardware. For this reason, ConnectWise Unite now allows you to access the Cisco Meraki devices you and your team manage with a single click from the Manage Configuration. This access gives you the control to go from service ticket, to viewing detials about the device in the attached configuration, to quickly accessing the device itself. This saves time and headache when working on any Cisco Meraki device.

Additional Resources

keyboard_arrow_down ConnectWise Marketplace - Integrated Solutions Catalog

Single Sign On

Job Role: Service Manager and Owner

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: User Management, Multi-Factor Authentication, Credential Management, API Protection, Import members, Manage Password Policies, Reporting, Easily add/remove users, Integration with Azure AD, Enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

ConnectWise Now

Job Role: Service Manager and Owner

Having accurate knowledge about your organization and the teams you manage is crucial to making business decisions that better your different teams. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

Additional Resources

Product Updates by Job Role

keyboard_arrow_down Business Owner/Executive

Single Sign On

Release Date: 5/16/19 | Release: 2019.5 | Product: ConnectWise Automate

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: user management, multi-factor authentication, credential management, API protection, import members, manage password policies, reporting, easily add/remove users, integration with Azure AD, and ability to enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

ConnectWise Now

Release Date: 5/16/19 | Release: 2019.5 | Product: ConnectWise Automate

Having accurate knowledge about your organization and the teams you manage is crucial to making business decisions that better your different teams. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

Additional Resources

Internal Risk Assessment

Release Date: 4/1/19 | Product: ConnectWise Identify

It's no secret that MSPs are a prime target for cyber attacks today. You hold the keys to all your customers' data, making it easy for a cybercriminal to score big with one hit. However, we've found that most MSPs aren't doing enough to protect themselves from the embarassment and business-cripling costs of one bad attack. A smart internal security strategy starts by understanding your greatest risk areas. ConnectWise Identify allows you to assess your own risk posture, identify where to start, and create a game plan for fortifying your own business. By starting on yourself, you learn about the risk assessment process before bringing it to customers and can show credibility by saying you run the same assessment on your own business.

ConnectWise Identify free trial includes with 2 full risk assessments - 1 to perform on themselves, 1 to perform on a customer.

Additional Resources

Customer Risk Assessments

Release Date: 4/1/19 | Product: ConnectWise Identify

The biggest challenge in offering security today is getting customers to buy into the need for additional security protection. How many times have you heard "it won't happen to me" or "isn't that what I pay you for already?". The problem is many MSPs are taking a reactive approach to security, which looks scattered and fails to deliver long-term business value to the decision maker. ConnectWise Identify allows you to take a proactive, holistic approach to security by assessing your customer's complete risk profile. It creates a customer-friendly PDF of their risk report that can be used to create a plan of attack that's more digestible to the decision maker.

ConnectWise Identify free trial includes with 2 full risk assessments - 1 to perform on themselves, 1 to perform on a customer.

Additional Resources

Attestation Letter

Release Date: 4/1/19 | Product: ConnectWise Identify

Almost every MSP has experienced a ransomware event with their customers, and every time they're quick to point the finger at you. It may be managable now, but this gap in expectations between you & your customers will be incredibly damaging to you when a major attack occurs. Now's time to get clear on who owns the risks, before an incident happens. An attestation letter is included in every risk report for your customer to sign, ensuring they understand and have accepted the risks they choose not to address against your recommendation.

Additional Resources

Single Sign On

Product: ConnectWise Marketplace

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: User Management, Multi-Factor Authentication, Credential Management, API Protection, Import members, Manage Password Policies, Reporting, Easily add/remove users, Integration with Azure AD, Enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

ConnectWise Now

Product: ConnectWise Marketplace

Having accurate knowledge about your organization and the teams you manage is crucial to making business decisions that better your different teams. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

Additional Resources

keyboard_arrow_down Service/Project Manager

Single Sign On

Release Date: 5/16/19 | Release: 2019.5 | Product: ConnectWise Automate

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: user management, multi-factor authentication, credential management, API protection, import members, manage password policies, reporting, easily add/remove users, integration with Azure AD, and ability to enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

ConnectWise Now

Release Date: 5/16/19 | Release: 2019.5 | Product: ConnectWise Automate

Having accurate knowledge about your organization and the teams you manage is crucial to making business decisions that better your different teams. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

Additional Resources

Project Status Report

Release: 2018.5 | Product: ConnectWise Manage

It's always been important to communicate with customers about the status of projects and milestones. However, as we move toward a more as-a-service methodology of completing business transactions, it's becoming even more important to focus on the relationships you are building and really focus on the individuals you are supplying service to. For this reason, having open communication about the status of a project you may be working for a customer is essential. This is why we've created the Project Status Report so that you can easily and quickly supply vital information to your customers about the work you are completing for them. Not to mention, this report can also be used internally to get a quick "health check" of each project you may be managing.

Additional Resources

Service Alerts

Release: 2018.6 | Product: ConnectWise Manage

Within any CRM, it's important to have quick access to information about each customer, and it some cases even be alerted proactively of certain details. Within Manage, we call these Service Alerts. They allow you to configure messages that will populate tickets when opened. For example, being able to easily be notified when working a ticket for a VIP Client. Having this information allows you to them supply the level of service delivery promised to the customer.

Additional Resources

Customer Risk Assessments

Release Date: 4/1/19 | Product: ConnectWise Identify

The biggest challenge in offering security today is getting customers to buy into the need for additional security protection. How many times have you heard "it won't happen to me" or "isn't that what I pay you for already?". The problem is many MSPs are taking a reactive approach to security, which looks scattered and fails to deliver long-term business value to the decision maker. ConnectWise Identify allows you to take a proactive, holistic approach to security by assessing your customer's complete risk profile. It creates a customer-friendly PDF of their risk report that can be used to create a plan of attack that's more digestible to the decision maker.

ConnectWise Identify free trial includes with 2 full risk assessments - 1 to perform on themselves, 1 to perform on a customer.

Additional Resources

Attestation Letter

Release Date: 4/1/19 | Product: ConnectWise Identify

Almost every MSP has experienced a ransomware event with their customers, and every time they're quick to point the finger at you. It may be managable now, but this gap in expectations between you & your customers will be incredibly damaging to you when a major attack occurs. Now's time to get clear on who owns the risks, before an incident happens. An attestation letter is included in every risk report for your customer to sign, ensuring they understand and have accepted the risks they choose not to address against your recommendation.

Additional Resources

Single Sign On

Product: ConnectWise Marketplace

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: User Management, Multi-Factor Authentication, Credential Management, API Protection, Import members, Manage Password Policies, Reporting, Easily add/remove users, Integration with Azure AD, Enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

ConnectWise Now

Product: ConnectWise Marketplace

Having accurate knowledge about your organization and the teams you manage is crucial to making business decisions that better your different teams. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

Additional Resources

keyboard_arrow_down Sales

ConnectWise Now

Product: ConnectWise Sell

Having accurate knowledge about sales quotes is crucial to closing those deals. ConnectWise has been working to create a single screen where all application data can be accessed and viewed. This gives you a single location to manage all areas of your business from sales and marketing to service and finance. Having the aggregate data in a single location gives you more control over your business than ever before.

The NOW dashboard has not been incorporated into Sell at this time, but we have made our PODs available to e viewed in other products that do have the dashboard

Additional Resources

Importing Quotes from Distribution

Product: ConnectWise Sell

Getting custom pricing from a distributor quote needs to be fast and accurate. Spending hours of time typing in new products leads to potential errors, and mistakes cost you time and money. Sell provides our partners the ability to import excel based quotes from distributors with the ability to quickly map fields and save them for use later. You also can set the quote expiration date to ensure that a customer cannot approve the quote after the custom pricing has expired, costing you money.

Additional Resources

Special Order Passing to Manage

Product: ConnectWise Sell

I have a Bill of Materials with multiple configurations. There are some of the same part numbers across the different configurations and I do not want these part numbers to combine when it is passed to a purchase order in Manage. I can set the special order field for any products in a quote, as well as all of the products that are pasted into the quote via the excel import functionality. This will keep my procurement process more organized and create less confusion for my technicians.

This can be used when importing any custom quote from a vendor and will ensure that none of the products will be pulled from inventory and will not combine exact part numbers that are part of different configurations.

Additional Resources

Reorder Pages

Product: ConnectWise Sell

Some customers reorder certain products a lot. To make this efficient, Sales reps can create a PO to allow customers to freely order the products when necessary. Once the customer completes the request, it appears on the Order Porter Requests pod in Sell. Sales then can download the requests and a new quote is automatically generated in a Won status. This simplifies and speeds up the sales process for all involved parties.

Additional Resources

Shipsets

Product: ConnectWise Sell

As quotes become larger, the contents of the quote can be difficult to manage. Therefore, having the ability to organize the products on a quote automatically saves you time and headache while putting more control and visibility on the quote. A major example of this is when quoting Cisco products. The grouping of the items from their quotes are often very beneficial to the customer and MSP. This is why you can set the ship set value when importing into Sell and keep quotes organized and easily transfer items throughout the Manage system.

Additional Resources

Shipsets

Release: 2019.3 | Product: ConnectWise Manage

As quotes become larger, the contents of the quote can be difficult to manage. Therefore, having the ability to organize the products on a quote automatically saves you time and headache while putting more control and visibility on the quote. A major example of this is when quoting Cisco products. The grouping of the items from their quotes are often very beneficial to the customer and MSP. This is why we're giving you this control right within Manage helping you easily keep quotes organized and easily transfer items throughout the system.

Additional Resources

keyboard_arrow_down Procurement

Special Order Passing to Manage

Product: ConnectWise Sell

I have a Bill of Materials with multiple configurations. There are some of the same part numbers across the different configurations and I do not want these part numbers to combine when it is passed to a purchase order in Manage. I can set the special order field for any products in a quote, as well as all of the products that are pasted into the quote via the excel import functionality. This will keep my procurement process more organized and create less confusion for my technicians.

This can be used when importing any custom quote from a vendor and will ensure that none of the products will be pulled from inventory and will not combine exact part numbers that are part of different configurations.

Additional Resources

Shipsets

Product: ConnectWise Sell

As quotes become larger, the contents of the quote can be difficult to manage. Therefore, having the ability to organize the products on a quote automatically saves you time and headache while putting more control and visibility on the quote. A major example of this is when quoting Cisco products. The grouping of the items from their quotes are often very beneficial to the customer and MSP. This is why you can set the ship set value when importing into Sell and keep quotes organized and easily transfer items throughout the Manage system.

Additional Resources

Shipsets

Release: 2019.3 | Product: ConnectWise Manage

As quotes become larger, the contents of the quote can be difficult to manage. Therefore, having the ability to organize the products on a quote automatically saves you time and headache while putting more control and visibility on the quote. A major example of this is when quoting Cisco products. The grouping of the items from their quotes are often very beneficial to the customer and MSP. This is why we're giving you this control right within Manage helping you easily keep quotes organized and easily transfer items throughout the system.

Additional Resources

keyboard_arrow_down Technician

Single Sign On

Release Date: 5/16/19 | Release: 2019.5 | Product: ConnectWise Automate

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: user management, multi-factor authentication, credential management, API protection, import members, manage password policies, reporting, easily add/remove users, integration with Azure AD, and ability to enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

Patch Approvals

Release Date: Tentative July | Release: 2019.7 | Product: ConnectWise Automate

Being in IT isn't always convenient. You have a life, and we understand that. So, the next time a patching emergency strikes, whether you're at a t-ball game or your in-laws for dinner, just remember you'll have access to Automate Patch approvals via the web browser. This makes sure you can take care of work when on the go.

Additional Resources

ConnectWise View in Automate

Product: ConnectWise Automate

Your customers are wanting more help than ever and faster than ever before. Not to mention, you want to supply great customer service while also keeping time spent to a minimum. Now, you'll have the ability to accomplish all of these with a new enhancement. You have the ability to remotely be at your customer's site with ConnectWise View. This allows you to easily see what's going on at the customer site through the camera on their cellular phone and give direction to resolve the issue as if you were there. Saving you time and keeping the customer happy.

Additional Resources

Launch Adhoc Control Session

Release: 2019.1 with Control plugin 6.0 | Product: ConnectWise Automate

Now, adhoc remote control sessions are only a click away from within Automate. With the Control and Automate integrations, you can now easily start a Control session with the end user without ever having to leave the Automate window. This gives you quick access to customers without having to take longer than expected to resolve issues. These lead to a better customer experience and increased efficiency for your techs.

Adhoc (Remote Support) There is an additional charge for Remote Support and not all Automate partners have access

Additional Resources

Launching a script from Control

Product: ConnectWise Automate

Keep customer interruptions to a minimum! Automate and Control have teamed up to give you device access from a single click. Backstage allows you to quickly and easily access the registry and run commands without having to contact the customer and interrupt them during their busy day.

See Backstage in Control details

Additional Resources

New Ticket Notes

Pilot: 2019.4, GR: 2019.5 | Product: ConnectWise Manage

With so much focus on the end user these days, ConnectWise has had a major focus on giving you the ability to easily "wow" them. One of the big pushes has been revamping the communication methods including closed loop ticket updates. We know you want it to be easy for your customer to see the details they need, you also want it to be pleasing to the eyes, and lastly you want it to be easy for your techs to make all of this happen. We're completely updating the ticket communication options and giving you more control. Rich Text Format will allow you to do things like bold, italicize, underline, create bulleted lists and more! While the ability to add inline images and screenshots to time entries and emails will give you a more descriptive and helpful email to your customers.

Additional Resources

CC contacts on a ticket

Release: 2019.2 | Product: ConnectWise Manage

Giving you more ways to provide a better customer experience, we've also added the ability to automatically CC contacts on all tickets for a company. We know that some of your customers want to stay in the loop of all communications going in/out of their office. You can now setup the option to have people automatically CC’s as soon as a ticket is created. This is for both service tickets and project tickets. You can set this up in a variety of ways. EX) Maybe one contact wants to be CC’d on the help desk board, a different contact on the billing board and the CEO wants to be added to all the tickets, you can do that with this option.

If the contact CC’s someone on the ticket when submitting it and they are also an auto CC, it will not send them duplicate emails.

Additional Resources

Service Alerts

Release: 2018.6 | Product: ConnectWise Manage

Within any CRM, it's important to have quick access to information about each customer, and it some cases even be alerted proactively of certain details. Within Manage, we call these Service Alerts. They allow you to configure messages that will populate tickets when opened. For example, being able to easily be notified when working a ticket for a VIP Client. Having this information allows you to them supply the level of service delivery promised to the customer.

Additional Resources

Host Client Redesign

Release Date: April 2019 | Product: ConnectWise Control

We redesigned the host client by reassembling menus into large, clickable tiles, arranging the tiles horizontally, and organizing them by feature. Additionally, we added bright highlight colors to indicate selected states and included both dark and light modes.

  • The menus take up less screen real estate, allowing hosts to see more of the remote device when accessing menus
  • Hosts can find menu items quicker
  • Bright highlight colors for selected states make it easier to identify when certain menu items or features are enabled

Additional Resources

General Tab Updates

Release Date: April 2019 | Product: ConnectWise Control

Information on the General tab is now organized by categories. We’ve also added new fields:

  • Manufacturer & Model
  • Machine Product/Serial
  • Machine Description
  • Private Network Address
  • MAC Address
  • Time Zone
  • Uptime
  • Hosts can scan the General tab to find important information quicker
  • Hosts have more information about machines at their fingertips

Additional Resources

Backstage

Release Date: November 2018 | Product: ConnectWise Control

Backstage creates an independent Windows session when connecting to a machine. The partner then has access to PowerShell and Windows command terminal windows allowing the host to perform complex commands and scripting.

Hosts can run scripts and commands using fully-featured Powershell and Windows command terminal windows without interrupting the end user on the machine. Hosts can also access Regedit, run toolbox items, and transfer files in the background.

Additional Resources

ConnectWise View in Control

Release Date: November 2018 | Version: 6.9 | Product: ConnectWise Control

ConnectWise View allows technicians to troubleshoot on-site issues through the camera of a user's mobile device. ConnectWise View engages technicians (coordinators) and their end-user (cameraperson) in real time through a browser-enabled, live stream session. This allows the coordinator to see what the cameraperson is seeing and effectively walk them through hardware or other on-site issues. ConnectWise View is integrated with ConnectWise Control, making it easy to launch from within the application. Save information such as snapshots to accurately keep a record of the session.

  • Remotely support clients with hardware issues without having to send an engineer onsite
  • Remote support clients without having to give out a tech's personal cell phone number
  • No need to use other methods that live outside of your everyday business tools. Launch ConnectWise View easily from an application you use everyday

Additional Resources

Self-hosted Updates

Release Date: TBD | Product: ConnectWise Control

We’re upgrading Mono for increased Linux security and sustainability. The updates will add support for more recent versions of TLS as well as a greater number of 64-bit Linux distros. You will also notice a general improvement in performance when connected to a large number of sessions.

  • Increased security with self-hosted Linux installations
  • Support for greater number of 64-bit Linux distros
  • Owners can support more agents in their self-hosted Linux installations efficently

Additional Resources

Performance Updates

Release Date: TBD | Product: ConnectWise Control

We’ve been hard at work improving the screen capturing performance in ConnectWise Control. We’ve improved our algorithms to more accurately recognize the kind of content you are viewing to make better decisions on how to process the data. That results in smoother video playback with fewer artifacts on screen.

  • Hosts can more accurately view video playback
  • Improved host experience while connected to a remote machine

Additional Resources

Meraki Devices Syncing to Manage Configurations

Release Date: Feb. 2019 | Product: ConnectWise Unite

Your service team wants and needs the most up-to-date information for the devices they manage. For this reason, ConnectWise Unite is now syncing the Cisco Meraki devices to ConnectWise Manage Configurations. Not only are they syncing the assets, they're staying up to date with an ongoing sync. Now, your techs can have current information to help them resolve issues even faster!

Additional Resources

One-Click Access to Manage Meraki Devices

Release Date: Feb. 2019 | Product: ConnectWise Unite

When managing physical devices, your service team wants immediate, or close to it, access to the hardware. For this reason, ConnectWise Unite now allows you to access the Cisco Meraki devices you and your team manage with a single click from the Manage Configuration. This access gives you the control to go from service ticket, to viewing detials about the device in the attached configuration, to quickly accessing the device itself. This saves time and headache when working on any Cisco Meraki device.

Additional Resources

Single Sign On

Product: ConnectWise Marketplace

ConnectWise is dedicated to ensuring security is a priority. This is why we've released single sign on for all applications. This not only gives you peace of mind with the data you have stored, but also gives you a single location to manage all users access to all applications. The new ConnectWise Portal gives you: User Management, Multi-Factor Authentication, Credential Management, API Protection, Import members, Manage Password Policies, Reporting, Easily add/remove users, Integration with Azure AD, Enables trials.

Single Sign On also gives you access to configure ConnectWise Now with dashboards from all applications.

Additional Resources

Partner Support