The Insights Workflow

Here is a top-level Insights workflow for a Level 1 technician:

1. Your client raises a support ticket, either by direct email or a ticket is created as the result of a telephone call.
2. A technician opens the ticket in ConnectWise. If your technician doesn’t instinctively know how to solve the problem, they check Insights related tickets to see if the problem has occurred and been resolved before.
3. If the related tickets don’t help solve the problem, before considering escalating the ticket or interrupting another engineer, your technician clicks the “Suggest Possible Fixes” button, and AI draws on its vast training data to suggest solutions to the current issue.
4. If none of Insights features have been able to help solve the problem, Insights will generate a summary of everything that has been tried before the ticket gets escalated, saving the time needed to get up to speed on the ticket for the higher-level engineer who takes the ticket on next.
5. If the ticket has been solved, Insights will generate the technician’s Job Notes to record against the ticket, and provide a client-facing communication to update the customer.
6. The ticket is solved and closed.

There are a whole host of additional supporting features within Insights to help your technicians, but this is the top-level overview of how Insights fits into your workflow.

Following a process similar to that above has been shown to reduce ticket escalations and improve first time fix rates.