Connect Wise

Challenge Incoming ticket triage was shared among multiple technicians rather than being owned by a dedicated dispatcher, resulting in inconsistency. Tickets were picked up immediately, approached a 20-minute threshold, or were occasionally mishandled when everyone was responsible for the same task. Solution InsITe adopted ConnectWise AI Agents™ within ConnectWise PSA™ workflows to help classify, prioritize, route, schedule, and enrich incoming tickets.

Challenge Maintaining consistent service became increasingly complex when expanding across Norway. Supporting customers with different IT, security, and compliance requirements required standardized processes, greater operational visibility, and a more structured way of working. Customers also faced growing cybersecurity threats while struggling to navigate an increasingly fragmented technology landscape.

Challenge About 200 tickets arrived each day, most of them generated by device alerts. Email-connector tickets arrived as P3 Medium, creating after-hours noise and forcing the team to manually sort priorities. Team members were also using external AI tools for responding to tickets and calls, raising a data protection concern. Solution CW AI Agents™ review tickets across the alert, customer help desk, IT and field services, and quote-request boards.

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Dedication & industry experience that makes a difference Manny Rivelo Chief Executive Officer Dan Madden Chief Financial Officer Jamie Hunter Chief Strategy and Operations Officer David Raissipour Chief Product and Technology Officer Mari-Frances Bentvelzen Chief Customer Officer Craig Rones Chief Marketing Officer Kisha Thompson Chief People Officer Peter Kujawa EVP, Service Leadership & IT Nation Prakash Talreja EVP, Engineering Russ Humphries EVP of Product Management, Cybersecurity and...

MSPs choose ConnectWise when they want to… Start with ScreenConnect™, the leading remote access and support solution other RMM point solutions recommend. When you're ready to automate and advance, move to ConnectWise RMM™—the only RMM that supports your growth with ScreenConnect integrated. Stop managing and integrating several point solutions and start working with the only MSP platform, brought to you by a trusted partner.

UNIFIED TICKETING SOLUTION The ConnectWise Platform™ unifies PSA and RMM alerting, ticketing, and service workflows so you can stop reacting and start resolving while zofiQ agentic AI supercharges your team’s productivity. MSP TICKETING CHALLENGES Disparate ticketing creates poor customer experiences High ticket volume, unclear ownership, and alert fatigue overwhelm technicians and frustrates clients.

Client Onboarding Software Reduce manual steps, improve service delivery, and scale efficiently with Sidekick, RPA, and AI-led workflows. MSP ONBOARDING CHALLENGES Onboarding friction is driving up your costs MANUAL ONBOARDING Without automation, businesses lose time and money, reduce productivity, and incur additional costs from tool sprawl and customer churn. On average, MSPs onboard nearly a thousand new users per year, and with an hourly burden rate of $75, the costs quickly add up.

BILLING RECONCILIATION SOFTWARE The ConnectWise Platform™ gives you a clear, connected view of time, usage, and agreementsso you can invoice faster, accurately, and confidently. MSP BILLING RECONCILIATION ISSUES Billing delays are slowing your cash flow Missed licenses, billable hours, or assets during invoicing lead to revenue leakage and client trust issues. When usage data, time tracking, and agreements live in silos, it’s impossible to bill accurately and quickly.

SYDNEY, Australia – ConnectWise today announced a new data centre in Australia for Axcient x360Recover ™, expanding the business continuity and disaster recovery (BCDR) options available to internal IT teams, MSPs and their customers across APAC. The environment is available now.