1.Detect new ticket on service board
Integrate ConnectWise Manage and ticket routing workflows to capture new ticket details and centralize ticket context data.
Notify and tag new system board tickets for triage
Automatically monitor new tickets from ConnectWise Manage across customer support boards. Create and update when qualifying system-board tickets arrive, heartbeat-style messages appear, or ticket references matchβso you can alert on-call, update triage fields, and track system ticket volume without manual triage.
How this automation accelerates your triage handoff
When new ConnectWise Manage tickets land on your service board, unfiltered heartbeat messages can create noisy alerts and slow triage. This automation monitors ticket creation, filters qualifying cases, sends on-call emails, updates ticket fields, and increments system ticket volumeβso your team can route faster.
ConnectWise Manageor swap with your favorite app
2.Filter qualifying triage tickets
Integrate Filter by Zapier and workflow conditions to exclude heartbeat-style messages so alerts only fire for qualifying tickets.
Filter by Zapieror swap with your favorite app
3.Send on-call email alert
Integrate Microsoft Outlook and email alerting tools to send ticket reference and triage details to on-call recipients.
Microsoft Outlookor swap with your favorite app
4.Update ticket priority and assignment
Integrate ConnectWise Manage and ticket workflows to set priority, assign owner, and update board and source fields.
5.Increment system ticket counter
Integrate Storage by Zapier and reporting tools to increment a counter that tracks qualifying system ticket volume.
Storage by Zapieror swap with your favorite app
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Explore all ticket routing automations
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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