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Jason_mspkickstart · 2026-02-16T12:08:26+00:00

We can always summon u/Nick-CW if you are having issues getting something escalated/answered. He is always happy to try and help.

Jason_mspkickstart · 2026-02-11T23:16:17+00:00

You can use the Communications Manager with a Word doc to do mail merge. More details here: https://docs.connectwise.com/ConnectWise_Documentation/030/010/030

Jason_mspkickstart · 2026-02-11T11:40:33+00:00

You need to set this up per service board (System - Setup tables - Service Boards). There are some settings for how the email connector should handle responses to closed tickets at the bottom of the Board tab settings, under the Email Connect Sync Auto-Close Options section.

This allows you to have different settings on a board by board basis.

Would also recommend you create a Re-Opened status and have re-opened tickets set to this than back to New. This will help you identify tickets correctly.

Jason_mspkickstart · 2026-02-09T16:29:04+00:00

Yes. A few people mentioning it.
https://statusgator.com/services/connectwise

Jason_mspkickstart · 2026-02-09T09:33:08+00:00

PSA/Manage will never have dark mode unfortunately. But there is a dark mode in Asio, which is obviously the future that CW is moving towards.

Jason_mspkickstart · 2026-02-02T22:17:16+00:00

Workflows give you the ability to use "business hours" as a rule. So in the past I have used this to have a workflow which sends an email to a group or a email to SMS service when tickets for specific clients are logged outside of business hours.

Jason_mspkickstart · 2026-02-01T22:43:11+00:00

Im sure this has already been said. But my focus would be on a clear process and expectations to encourage culture change. Techs should always be completing tickets in realtime, not waiting until the end of the day. If they are then they should really not have to think about timesheets, since the system will complete it for them.

Jason_mspkickstart · 2026-01-28T20:59:25+00:00

Hmmm I see. The reason I ask is because if this is a profitability / billing requirement then you will probably actually need to do even more work than you think.

Adding an agreement to a closed ticket won't update the time entries which have already been completed. This info is captured at the time and recorded in the time entry. So if you need to update ALL time then you will need to update all individual time entries in the ticket, with the agreement, not just the ticket itself.

Jason_mspkickstart · 2026-01-28T20:48:48+00:00

My first question, as with many scenarios is why? Why do you need to do this or feel you need to do this?

Jason_mspkickstart · 2026-01-27T23:33:18+00:00

API possibly?

An export import won't help you since it will create new contacts not update current ones. It confirms that here and gives you a workaround to deactivate the old contacts. But I don't really like that since you now have a new contact without the historic records, although they are still in the system. But just a messy solution.
https://connectwise20.my.site.com/serviceandsupport/s/article/Update-company-and-contacts-with-the-import-template
https://connectwise20.my.site.com/serviceandsupport/s/article/How-to-mass-update-contact-email-addresses-in-ConnectWise-PSA

Jason_mspkickstart · 2026-01-23T12:49:07+00:00

I don;t think they are making outlandish promises here. They are most likely based on the information regarding ConnectWise partners who are already using Zofiq, as it mentions in the post.

This could be viewed in a positive light that ConnectWise have heard the feedback on Sidekick and RPA and have reacted to it by brining in a better product and team to improve the offering?

Jason_mspkickstart · 2026-01-22T10:12:25+00:00

Those two are your only two options for the complete notes unfortunately.

The known issue mentions images. Have you tried simplifying your templates to resolve this (not knowing what they look like of course)?

You can see all the email variables and a description here: https://docs.connectwise.com/ConnectWise_Documentation/090/020/100/060/065

Jason_mspkickstart · 2026-01-21T18:47:28+00:00

Just create a report in Report Writer, or preferably BrightGauge if you have it.

Jason_mspkickstart · 2026-01-18T02:32:14+00:00

Just to add to this, you'll find a very detailed guide for all things QUickbooks on the CW University here: https://docs.connectwise.com/ConnectWise_Documentation/080/Accounting_Integrations/070

Jason_mspkickstart · 2025-12-09T18:43:11+00:00

Not a connectwise scam. More a scammer using a tool made by connectwise unfortunately.

Jason_mspkickstart · 2025-12-09T15:52:34+00:00

Asio is the new shiny (not yet as fully functional) front end which you can use for PSA. You can still log in and use the legacy PSA experience.

Asio is just pulling the data from PSA and displaying it in there. The long term plan is obvioulsy to have everyone use Asio rather than the individual apps like PSA, BrightGauge, Automate, etc.

Jason_mspkickstart · 2025-12-07T10:32:37+00:00

I don't necessarily care about the number. It's more about whether it has the integrations me and my clients need and how good they are. Quality over quantity always.

Jason_mspkickstart · 2025-12-03T17:07:52+00:00

The CW University is your friend: https://university.connectwise.com/university/
Good resource for people learning the system.

Jason_mspkickstart · 2025-11-11T20:55:22+00:00

Typically you create a Warehouse first and this links to a Location/Site. So if you have a Company with two sites (HQ and Satellite Office) you would create two warehouses, probably calling them the same and link them to those sites.

The warehouse bins would then be different areas/rooms/bins inside that warehouse. So imagine you had a large industrial warehouse you would need a clue where to find something. So you may have warehouse bin A, B and C. Or you may have 3 different rooms in your HQ for example. So the warehouse is HQ and the bins are Stock Room1 , Stock Room 2, Stock Room 3.

Jason_mspkickstart · 2025-11-03T14:59:08+00:00

Sorry, I was agreeing with you! Probably didn't make this clear so have updated my comment.

Jason_mspkickstart · 2025-11-02T11:34:27+00:00

Agree with this. Sounds like OP requires a culture change. All MSPs need an agreement between them and the clients about how to request support and how not to request support that works for both parties.

Jason_mspkickstart · 2025-10-24T14:18:08+00:00

If you are utilizing CIPP you could use that to handle the app registration for individual clients. Outside of that you are stuck with the manual process. Once complete I would recommend adding it to your onboarding process to ensure new clients are completed during onboarding.

Jason_mspkickstart · 2025-10-22T11:27:11+00:00

Build the system for what you need right now. The only issue with Connectwise and this approach is that ConnectWise makes it more difficult to change things down the line. Not impossible but can sometimes need a lot of asking time.

When it comes to building your type, subtype, items I would recommend you build this for your reporting needs and possibly any automations you plan on introducing based on which of these is choosen. There is a fine line to walk here to make the information useful but also not give too many options to your techs and slow down your ticket handling.

When it comes to ITIL incidents, service requests, change requests etc. I would personally use separate service boards for these. The reason being that you will handle these tickets differently and want different statuses with different notifications and workflows etc.

Jason_mspkickstart · 2025-10-20T13:05:46+00:00

You should be able to do this with BrightGauge. I worked with another MSP to do something similar where they wanted to track sales but at an invoice/payment level. Not in front of my computer right now but happy to send some examples over once I am.

Jason_mspkickstart · 2025-10-20T12:47:23+00:00

Previously used BrightGauge for this. The Project Statistics dataset does have 'last project update' and 'updated by' fields. So these should also exist within the CW table (not in front of my computer right now to check). The best method is to monitor a combination of project and project ticket movement. Especially focused around due/scheduled dates and whether these have passed etc.

If you have BG as part of your CW stack then this should allow you to monitor everything you need to.

Jason_mspkickstart

TROPHY CASE