PortSeven

How do you handle your after hours workflow? Can customers contact you via various channels (e-mail, phone, etc), or do you want to route all after hours contact through a specific channel to ensure you hit your SLAs? We try to route everyone to phones for after hours support, which gets in touch with whoever our on-call tech is for that time. However, some folks will still try to contact through your other support channels (primarily e-mail from our experience), so you want to make sure they know how to contact you in the case of an emergency.

Here’s how to set up an after hours e-mail workflow in ConnectWise…

Go to Setup Tables > Workflow Rules

Create a new workflow rule called “Inform clients of after hours request”. Make sure the Table Reference is set to Service Tickets (since that’s what we’re firing off of), and set the location/department/service board to your standard support board. Check the Activate box, and we recommend running every 10 minutes during 24 hours to balance processing time with load on the CW server.

 

Create a new event with the below properties (Ticket in “new” status and created outside of business hours).

Save and exit the event, then select Edit Actions and create a new action. Create an e-mail with the settings in the below screenshot, and format the e-mail however you prefer.

That’s it! Your workflow will now fire off whenever a client sends in a ticket after hours (as defined by the business hours in your Location record).