Feature - Related tickets

Video duration: 3m 56s – Last updated: 15 July 2024

Insights' list of related tickets

Every time your technician opens a ticket in ConnectWise, Insights immediately checks for previous related tickets for the client you’re working on and presents them in a ranked order of relevance.

Summary button and button to open ticket in new tab when hover over related ticket

Previous tickets with a high related score are presented with their backgrounds highlighted.

You can directly open any related ticket in a new tab, or click to generate a summary of the work carried out in the ticket and how it was solved right there inside the POD.

Access the related ticket filtering options

A summary of a related ticket within Insights

Key information, such as ticket status and number of hours recorded in time entries are also shown against each related ticket.

Related tickets are grouped into five tabs:

Tickets automatically ranked by relevance
Recent open tickets for this client
Recent closed tickets for this client
Recent tickets raised by this client staff member
Recent tickets worked on for this client for the current technician

Related tickets can be filtered to:

those worked on by the current technician
those raised by the current client member of staff

and they can be sorted by:

related score (default)
date the ticket was raised
number of technician hours recorded against the ticket