We all know the old ConnectWise adage, “If it’s not in ConnectWise, it didn’t happen.” In my years of working at ConnectWise, I’ve realized the truth in this statement. (And it’s not because we have posters
all over the office reminding us every day … it’s because everything we do internally is on a ticket, and it’s the message that we’re constantly reminding our partners.) By the way, if you don’t have the “If it’s not in ConnectWise” poster, download it here
and put it in your office. Seriously, it will remind your employees to put everything into ConnectWise.
So, what becomes a ticket?
The answer is simple – EVERYTHING! Anything that requires work from one of your employees needs to be made into a ticket. The reason is simple: tracking. Think about it – if your client calls in with a question about VPN, it could easily
take 10 or more minutes of your technician’s time. Shouldn’t that time be tracked, especially if they’re not on a managed service contract? When everything is tracked in a ticket, you are able to see how critical it is that you maintain organized and well-monitored service boards. This assures that the correct people are looking at everything that requires work, and you can monitor important metrics like resolution and resolution times, and measure them against SLAs. Because partners don’t always know how to best organize their service boards, we’ve created the Service Board Kit
. In this comprehensive Partner Kit, we’ve assembled some of the most valuable ConnectWise tools for you to use to create service Boards that make sense for your organization, like a checklist
that walks you through creating a service board, a dispatching blueprint
and Arnie’s latest episode of Triple Partner Profits about Service Board Best Practices
We, at ConnectWise, challenge you. Take a good hard look at your business, including all work that is done, all work that is requested, and all processes. How many of those things are actually tickets? Now, take control of your service boards, and enforce that all of these items are tickets and that you’re tracking them. Trust us, you’ll see such an improvement in efficiency and you’ll understand your client’s businesses so much better.
Only ConnectWise partners are given access to the Partner Kits
. If you are not yet a ConnectWise partner, you can see a sample of the types of materials in the Partner Kits here
Remember, if it’s not in ConnectWise, it didn’t happen!