ConnectWise Manage Integration
Connect it to ConnectWise and it starts working tickets as they come in. The easy ones get closed. If you hand one off, the next person already knows what happened.
What you get
It closes the ticket in ConnectWise
A ticket comes in, Rallied figures out what's wrong, and does the work. Password and MFA resets, new starters, leavers, and mailbox access often finish before anyone opens the ticket.
The next person already knows what happened
If you hand a ticket off, they already have a note covering what happened so far. They can see what Rallied found, what it tried, and the plan, so they're not starting from scratch.
They approve it on the ticket
When something needs a sign-off, it shows up as a note on the ticket and your tech replies there, without leaving ConnectWise. Time gets logged against whoever owns the work.
Junior techs close harder tickets
The diagnosis and the plan land on the ticket as an internal note, including what Rallied would do next. A junior technician can follow that, approve the remaining actions in ConnectWise, and finish work they would otherwise escalate.
What it handles
- Password and MFA resets, after the requester is checked
- New starters and leavers, licences and groups included
- Shared mailbox and folder access
- Board, status, and priority set before a tech opens it
- Time entries logged against the technician who owns the ticket
- Screenshots and logs attached, then the service ticket closed