Service Delivery

This SOP is on how to create a company in ConnectWise Manage and what fields are important. This process is not designed to replace CW University for the how and where to click but is to help make sure we cover the right items for future processes we may employ.

This guide provides best practices for organizing service boards, team structures, and workflows within ConnectWise PSA. Use this guide to improve ticket routing, streamline operations, and create a more efficient service desk.

The purpose of this SOP is to understand the impact of settings you select when you create a Service Board in ConnectWise Manage. These settings are foundational and understanding them will benefit your team. Understanding the purpose of the board and how its set up will save you time in future.

This ConnectWise PSA document will review Service Board statuses, how to set them up, and their uses. Service ticket statuses are an important part of your Service Delivery team and help make sure your team know what is actionable.

Workflows are a way to automate tasks based on certain conditions in the system. Workflows can perform tasks you do on a regular basis, look for conditions you want to avoid, or have the system follow a SOP consistently every time.

The purpose of this document is to review SLA calendars and how to set them up in ConnectWise Manage. Apply SLA calendars to ensure your reporting is timely and in line with your clients’ expectations.

A practical guide for creating and linking TSI records with SOPs in ConnectWise PSA. Use this resource to improve process consistency, organize documentation, and make procedures easier to follow.

If you have recurring meetings or tasks that you need tickets for then you will want to use this Ticket Template process. Stop making a new ticket every time. Make it automatic. We will discuss the setup and some pro tips for ticket generation along the way.

List views are helpful for seeing lots of information from a company at a glance. You can filter data and search for specific information with a filtered view.