The post-Google mindset

One of the core reasons we developed Insights was to reduce the amount of time technicians spend trawling through Internet search results, and to provide all the information you could need to solve a problem right from inside the ConnectWise support ticket.

Because there’s never really been another way, it’s ingrained in technicians to fire up Google and spend a lot of time reviewing the likes of Stack Overflow for those golden nuggets that close tickets.

The Insights Suggested Fixes provide scenario-aware ideas right there in the ticket, drawn from AI’s vast training data.

It distils years of publicly available IT knowledge into actionable points related to the specific problem your technicians face.

Couple this with Insights powerful Related Tickets feature, and your own previous fixes are also available at your technician’s fingertips.

Insights also has a direct interface to the very latest version of Chat GPT, so it can be asked questions in plain English and return relevant, knowledgeable and insightful answers right inside the support ticket, without having to switch applications and reduces the possibility of getting sidetracked.

Getting your technicians into the habit of embracing Insights features has been found to solve a huge amount of time looking for answers, and even a minute saved on every ticket multiplies up across the weeks and months, saving incredible amounts of paid engineer time.