A ticket is closed, days have past and then the ticket contact replies to the ticket’s email advising the problem is not resolved.  Depending on the board settings, either the ticket is automatically reopened, or a new ticket is created, but the question is which should it be? ConnectWise Manage has an option which is set per board to handle the question “To reopen or to create new”.  Let us review these settings and discuss

Compliance:  In the IT world, this has become the new norm. Whether your company is bound by compliance regulations, knowing if you can control access to your data is everything.  For ConnectWise Manage Cloud partners, ConnectWise has introduced a feature that allows you to disable access to your system from the ConnectWise support teams. Known as “Disable zAdmin Login”, this check box instantly removes the ability for ConnectWise to login to your Manage system. Now,

Your client has a primary headquarters and several subsidiary office locations. In Manage, you can enter office locations as Sites under the parent Company or as individual Companies themselves. How do you decide which way to go – Company vs. Site?   Sites under a parent Company, can be assigned a different agreement than the parent Company, they can use a different tax code than the parent Company, and even be associated with a different Calendar than the parent Company.   All this provides a ton of flexibility to provide different service coverage, billing schedules,

Tracking referrals in ConnectWise Manage?  You may have noticed this has been moved, or you may not know this even existed. Knowing who referred a prospect should be a big item within your sales process, so it makes sense that we should be able to easily track this right? To add a referral to your open Sales Opportunity:  Select the Contact Tab.  Select or add the referral as the contact.  Under Email, select the check

Service Management:  Ashton Technology Solutions came to Visionary 360 with a list of issues from a management perspective and wondered if custom fields could be used to help manage them. ISSUE:  They needed the ability to: Ability to “flag” a ticket that gets closed, but needs to be reviewed, pre-billing. Example:  Time sheet entries are reviewed on a daily basis, in which some entries will be desired to follow-up on, or the resolution for this

OOF, Out of Office or known as “Automatic replies” in Outlook is used for when we are out of the office for a period.  Simple concept, yet when autoreplying to an email generated by ConnectWise Manage, suddenly ticket contacts start receiving emails out of the blue, sometimes with information you would rather they not see. ConnectWise Manage can send external and internal messages, each with their own type of content of course.  Internal messages can

Imagine signing a new client up and with one click you have initiated an On-Boarding process, a process that will have the same steps each and every time.  Sound like a fairy tale?  Actually it is something that every ConnectWise user should have configured and ready for use.  In this blog, we’ll give you some ideas, using a feature named “Tracks” in ConnectWise Manage. STEP 1:  It starts with a plan.  You do have an On-Boarding

Occasionally you are going to have to give a client a discount or credit on services products. A “discount” refers to a reduction in price and is typically reflected on the original invoice while a “credit” is an amount returned to a client after the fact. Credits are typically put on separate transactions and applied against the original invoice. Regardless of the type of reduction – discount or credit – it needs to be recorded in your accounting software and reduce income for the period containing the discount or credit. There

Forms make the world go round, and in this blog, we will show you how a very little unknown gem, ConnectWise Campaign, can help bring automation quickly to your company. What is ConnectWise Campaign? Campaign is an add-on for ConnectWise Manage, to help with your sales and marketing needs.  While far from the industry leader Infusionsoft, this add-on has a bunch of useful features for the price tag.  Today we want to touch on a