What’s Included
Following the initial implementation, ongoing services are available at request to maintain and support access to the ConnectWise Ticketing System environment.
Services include:
- Maintenance of the ConnectWise platform configuration, including application of platform updates, management of user access changes, and support for a ticketing environment that remains properly configured in accordance with standard operational practices
- Management of role based access controls to help ensure appropriate levels of access for authorized personnel within the system
- Ongoing monitoring of ticket queue health, including identification and reassignment of misrouted or unassigned tickets, tracking of ticket aging, and review of open ticket progress in alignment with applicable Service Level Agreements SLAs
- Escalations initiated where tickets are at risk of breaching defined response or resolution timeframes
- Recurring reporting summarizing key ticketing metrics, including ticket volume by category and priority, SLA compliance rates, VIP support activity, and resolution trends
- Use of reporting to help identify recurring issues, assess service delivery performance, and inform recommendations for operational improvements
- Periodic review and refinement of ConnectWise workflows, automation rules, and ticket routing logic based on operational performance data and feedback
- Implementation of adjustments to improve efficiency, reduce manual intervention, and support effective and timely service delivery aligned with evolving operational needs