Best Practices For Escalating Tickets

By April Taylor, ConnectWise

You’re in the business to offer exceptional service and help your clients operate smoothly. Effectively managing every ticket for every client issue can be time consuming and tough—especially without the proper best practices in place to help.

Since you’re tasked with addressing client issues quickly and efficiently, we’re sharing ConnectWise Manage tips and tricks that will help during the process. Follow these best practices, and you’ll start knocking tickets out of the park in no time.

Set Up Service Boards for Different Levels of Techs

Everything ends up as a service ticket on your service boards regardless of the source. The service board is what then controls your next step through workflows. In ConnectWise Manage, you’re able to create service boards for the different levels of technicians you have—Tier 1 techs, Tier 2 techs, etc.

If a technician is unable to resolve an issue, or if a client is upset, give them an outlet to move the ticket to a board that a manager can handle. Your escalations board shouldn’t be visible from the customer portal, and there are other internal boards you can hide in ConnectWise Manage if need be.