1.Detect new comment
Integrate SolarWinds Service Desk and ticketing tools to capture comment text, ticket reference, and source team data.
Add help-desk comments to ticket notes and route
Automatically monitor new SolarWinds Service Desk comments across SolarWinds Service Desk and ConnectWise Manage. Create and update ticket notes and routing details when qualifying comments arrive or ticket references exist or source teams changeβso you can prevent missed context, avoid manual triage, and keep status current without manual follow-up.
How this automation routes tickets faster
When new service desk comments arrive, delays can cause missed context and slow triage. This automation captures the comment, cleans it, creates ticket notes, and updates ticket status, board, and priorityβso your team can route faster and stay aligned.
SolarWinds Service Deskor swap with your favorite app
2.Filter qualifying records
Integrate Filter by Zapier to continue only when a ticket reference exists and the comment is eligible for automation.
Filter by Zapieror swap with your favorite app
3.Clean comment content
Integrate Code by Zapier and content processing tools to remove HTML tags and inline images from the comment.
Code by Zapieror swap with your favorite app
4.Create ticket note
Integrate ConnectWise Manage and ticketing tools to create a note with a SWSD prefix and public or internal flags.
ConnectWise Manageor swap with your favorite app
5.Find and update ticket
Integrate ConnectWise Manage and workflow rules to find the ticket and update status, board, and priority by source team.
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Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
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Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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