IT services
Ticket triager
Sorts every new ConnectWise ticket, answers the common ones from your runbook and routes the rest to a tech.
Rare
For IT services firms and MSPs
RMM alert summarizer
Turns the pile of RMM alerts into one short Slack note by client, and drafts outage notices for your OK.
- ConnectWise
- Slack
- Outlook
A replay with a made-up business and made-up data, so you can see each step.
How he does it
7 steps, the same way every time, and one place where he asks you first.
- StartsEvery 30 minutes
- 1Read new RMM alerts and alert tickets in ConnectWiseConnectWise
- 2Group repeats and drop the ones you marked as noiseConnectWise
- 3Match each to an open ticket or open a new oneConnectWise
- 4Post a short summary by client in your SlackSlack
- 5Ask you first before telling a client about an outageHe asks you first
- 6Send the outage notice from your OutlookOutlook
- 7Text you anything still down after an hour
- What you getOne short alert summary by client in Slack, and outage notices that reach clients only after your OK.
This is how he starts. On your call, our engineer shapes every step around how you work: your tools, your rules, your words.
More Jameses for IT services firms and MSPs
IT services
Quote follow-up rep
Follows up on every quote you sent from ConnectWise until the client signs or says no.
IT services
License and renewal tracker
Checks each client's Microsoft 365 seats against what you bill, and lists renewals due in the next 60 days.
IT services
CSAT follow-up rep
Reads every client survey after a ticket closes, answers each comment and opens a follow-up for low scores.