Insights User Guide
Feature - Related tickets
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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.
Insights' list of related tickets
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.
Summary button and button to open ticket in new tab when hover over related ticket
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
Access the related ticket filtering options
Related tickets filtering options
If previous tickets don't help solve the problem, move onto suggested fixes: