How to Get the Most Out of Insights from Day One

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Insights is designed to work seamlessly inside ConnectWise, giving engineers the tools they need to resolve tickets faster, document more clearly, and avoid duplication, all without leaving their workflow.

The features are powerful, intuitive, and easy to use. But like any great tool, the real value comes when teams know exactly how to make the most of it. This guide is for service desk leads, team managers, and onboarding champions who want to make sure Insights becomes a natural part of every engineer’s toolkit.

Why This Guide Helps 

Insights is quick to learn and easy to navigate. But in fast-paced environments, even helpful features can get overlooked if they’re not introduced clearly. This guide is here to make sure that doesn’t happen, and to help you roll out Insights in a way that sticks.

Step 1: Show It In Action

Nothing builds buy-in faster than seeing Insights solve real problems in real tickets.

A few great examples to demo with your team:

• Use Ticket Notes Summary on a long ticket and show how quickly it gives engineers context
• Highlight a Suggested Fix that offers a useful starting point for resolving an issue
• Take a technical note and run it through Rewrite for Customer to show how easily it becomes a polished update
• Search past tickets using Advanced Search and find previously solved examples in seconds

When people see Insights working for tickets they’ve handled themselves, the value clicks instantly.

Step 2: Reinforce That It’s There to Help, Not Replace

Insights uses advanced AI to support engineers, not to replace them. It speeds up research, summarises complex notes, and improves communication, all while keeping engineers in full control.

It’s helpful to remind the team that:

• AI suggestions are a starting point they can refine
• Summaries are there to speed things up, not remove context
• Notes and rewrites can be reviewed and personalised as needed

That balance of speed and control builds trust and encourages regular use

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Step 3: Keep It In Their Flow

Insights works right inside ConnectWise, so there’s no need to switch tabs, copy text between apps, or open another window. The tools are already where your engineers are working.

From within a ticket, they can:

• Summarise notes
• See related tickets
• Search previous time entries
• Generate to-do lists or job notes
• Rewrite technical text for customers
• Ask AI for advice on troubleshooting
• Instantly create secure, best-practice passwords

That convenience makes Insights feel like a natural extension of their workflow.

Step 4: Share the Wins, Build the Habit

One of the best ways to build momentum is to highlight small wins. If someone uses Insights and gets a great result, share it.

“Alex used the Summary tool before jumping into a ticket, and it cut down his reading time massively.”
“Insights suggested a fix that helped Alim fix the server really quickly”
“Jess used Rewrite for Customer, and the client replied to say how clear and helpful her message was.”

These moments reinforce that Insights isn’t just smart, it’s genuinely helpful.

Step 5: Keep the Energy Going

To make sure Insights stays top-of-mind, consider:

• Posting weekly tips or feature spotlights in your team chat
• Asking team members to share how they’re using it
• Encouraging feedback. What’s working well, what could be even smoother?
• Highlighting new feature releases and how they can be used right away

Insights is always evolving, so the more engaged your team is, the more benefit you’ll see.

Turn AI Into a Daily Advantage

Insights is built to support engineers from start to finish, making every ticket easier to understand, quicker to resolve, and clearer to document. The tools are ready from the moment you switch it on.

With just a little guidance and encouragement, your team can unlock the full value of Insights and make AI a practical, everyday part of how they work.