Audit your "New" ticket status right now. How many tickets have been sitting there for more than 2 hours with no company assigned? That number is your current leak.
Mastering the ConnectWise Ticketing System: A Deep Dive into Workflow, Automation, and Best Practices connectwise ticketing system
For over two decades, ConnectWise Manage (CW Manage) has been the backbone of countless MSPs and IT departments. Unlike simplistic helpdesk tools like Freshdesk or Zendesk, ConnectWise was born from the "Professional Services Automation" (PSA) philosophy. This means its ticketing system is not just a log of issues—it is a financial, operational, and legal record. Audit your "New" ticket status right now