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ConnectWise Integration Use Cases

The functionalities and capabilities of the ConnectWise Integration

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Leverage ConnectWise Manage Integration with Hatz AI: Features and Tools Guide

The integration of ConnectWise Manage and Hatz AI unlocks a wealth of opportunities for users looking to supercharge their workflow with the power of Hatz AI. Whether you're managing service tickets, streamlining customer support, or automating client information management, this fusion brings exceptional capabilities to your fingertips.

This guide will walk you through the features and tools provided by the ConnectWise Manage tool with Hatz AI's capabilities.

What is the ConnectWise Manage Tool?

The ConnectWise Manage tool is a feature-rich integration that allows users to connect and interact directly with ConnectWise Manage. It supports tools for managing service tickets, companies, contacts, and accessing board and member information. With Hatz AI now connected to this tool, you can automate tasks, gain predictive insights, and perform intelligent operations across your ConnectWise Manage data.

Features of the ConnectWise Manage Integration Tool

1. Seamless Ticket Management

  • Create, search, fetch, and update service tickets in ConnectWise Manage directly from Hatz AI.

  • Manage and sync ticket details across platforms with built-in automation powered by Hatz AI.

  • Utilize AI-based predictions for ticket categorization and prioritization.

2. Advanced Company and Contact Management

  • Effortlessly search for and retrieve company and contact information stored in ConnectWise Manage.

  • Use Hatz AI to intelligently search and cross-reference client data.

  • Automate contact data syncing to keep client information up-to-date.

3. Service Board and Member Insights

  • Easily retrieve information about service boards and system members.

  • Leverage Hatz AI for analyzing board activities and member performance.

  • Automate reporting on board and member data to gain insights into your team's workload and efficiency.

Why Use the ConnectWise Manage Integration with Hatz AI?

Connecting your ConnectWise Manage data to and leveraging Hatz AI allows you to:

  • Reduce Time Spent on Manual Data Entry: Automate repetitive tasks like creating tickets or searching for client information.

  • Drive Data-Driven Decisions: AI-powered analytics uncover actionable trends and patterns hidden in your ConnectWise Manage data.

  • Enhance Productivity: Use intelligent automation to handle workflows and focus your team on high-value activities like resolving complex customer issues.

  • Personalize Customer Experiences: Utilize AI to analyze ticket histories and client data to provide more personalized and proactive support.

  • Streamline Operations: The seamless integration ensures all your ConnectWise Manage data is easily accessible and actionable.

Real-Life Use Cases

Scenario 1: Automated Ticket Creation and Triage

With the ConnectWise Manage toolkit, you can automatically create a new service ticket from an email or other source. Hatz AI can then analyze the ticket's content, assign a priority, and route it to the appropriate service board, saving your team valuable time.

Scenario 2: AI-Powered Customer Insights

When a new ticket is created, Hatz AI can use the toolkit to search for the associated company and contact in ConnectWise Manage. It can then provide the support agent with a summary of the client's history, including past tickets and company information, enabling a more informed and personalized response.

Scenario 3: Proactive Service Management

By analyzing ticket trends with Hatz AI, you can identify recurring issues. Use the toolkit to create tasks for your team to proactively address these problems, reducing the overall number of incoming tickets and improving customer satisfaction.

ConnectWise Manage & Hatz AI: Use Case List

This list outlines practical applications of the Hatz AI and ConnectWise Manage integration. It is categorized by the core features available through the tool, providing examples of direct Chat Prompts for quick, ad-hoc tasks and Workflow Automations for more structured, repeatable processes.

1. Ticket Management

Use Case

Description

Chat Prompt Example

Workflow for Automation

Quick Ticket Creation

Instantly create a new service ticket in ConnectWise Manage without navigating through the interface.

Create a new ticket for 'Global Corp' about a network issue. The summary is 'User cannot connect to WiFi'. Set priority to High and assign to the 'Help Desk' board.

New Ticket from Message Workflow:
1. User pastes content from an email or message.
2. Hatz AI extracts the company, contact, and issue summary.
3. Hatz AI analyzes the content and suggests a priority and service board.
4. User confirms the details.
5. The workflow creates the ticket in ConnectWise Manage.

Ticket Status & Notes Update

Update the status of a ticket or add internal notes on the fly.

Add a note to ticket #12345: 'Client confirmed the issue is resolved.' and update the status to 'Closed'.

Ticket Resolution Workflow:
1. Prompts user for the ticket number.
2. Asks for the resolution notes.
3. The workflow updates the ticket with the resolution.
4. Changes the ticket status to 'Closed' (or a user-defined status).
5. Adds a final time entry based on user input.

AI-Powered Ticket Summary

Get a quick, AI-powered summary of a ticket and the client's relevant history to respond more effectively.

Summarize ticket #54321 and pull the recent ticket history for the contact 'John Doe' at 'Innovate Tech'.

Ticket Triage Support Workflow:
1. User provides a new ticket number.
2. The workflow fetches the ticket details and the associated company record.
3. It retrieves the last 3 closed tickets for that company.
4. Hatz AI generates a one-paragraph summary of the client's recent issues and the current ticket's request.

Find Specific Tickets

Search for tickets using natural language queries instead of complex search filters in ConnectWise Manage.

Find all open tickets for 'Global Corp' that are assigned to me.

Stale Ticket Finder Workflow:
1. Runs a query to find all tickets on a specified board that haven't been updated in 3 days.
2. Retrieves the ticket number, summary, and assigned member for each stale ticket.
3. Presents a list to the service manager for follow-up.

2. Company and Contact Management

Use Case

Description

Chat Prompt Example

Workflow for Automation

Quick Client Info Retrieval

Effortlessly look up company or contact information stored in ConnectWise Manage.

Find the phone number and primary contact for 'Innovate Tech'.

Pre-Call Briefing Workflow:
1. User enters a company name.
2. The workflow fetches the company's main contact, phone number, and address.
3. It also retrieves the summaries of the last 3 open/closed tickets for that company.
4. Hatz AI presents a concise briefing document for the user.

Rapid Contact Creation

Add a new contact to an existing company record without leaving the Hatz AI interface.

Add a new contact for 'Global Corp': Jane Smith, email [email protected], title: IT Manager.

New Stakeholder Entry Workflow:
1. Prompts the user for the company name.
2. Asks for the new contact's full name, email, and title.
3. The workflow finds the company in ConnectWise.
4. It creates the new contact and associates it with the correct company record.

Client Data Search

Use AI to intelligently search and cross-reference client data for quick insights.

Which companies do we have in the 'Healthcare' industry located in New York?

Account Mapping Workflow:
1. User provides a set of criteria (e.g., city, industry).
2. The workflow queries ConnectWise Manage for all companies matching the criteria.
3. It presents a list of the matching company names and their primary contacts.

3. Service Board and Member Insights

Use Case

Description

Chat Prompt Example

Workflow for Automation

Member Workload Check

Get a quick overview of a team member's current open tickets.

How many open tickets are assigned to 'Mike Johnson'? List their ticket numbers and summaries.

Daily Team Huddle Report:
1. Fetches a predefined list of service team members.
2. For each member, it retrieves the count of their currently open tickets and tickets closed yesterday.
3. It presents a summary table to the team lead for a morning huddle.

Board Activity Summary

Analyze the ticket flow on a specific service board for a given period.

Give me a summary of the 'Help Desk' board for today. How many new, in-progress, and closed tickets are there?

End-of-Day Board Report Workflow:
1. Prompts the user to select a service board from a list.
2. The workflow fetches metrics for that board for the current day: tickets created, tickets closed, and current ticket count by status.
3. Hatz AI generates a simple bullet-point report summarizing the day's activity.

Identify Available Technicians

Find out which technicians have the lowest ticket load for a new assignment.

Who on the 'Tier 2 Support' board has the fewest open tickets right now?

Ticket Assignment Workflow:
1. Prompts the user to select a service board.
2. The workflow fetches all members assigned to that board and the count of their open tickets.
3. It presents a list of members, sorted by the lowest number of open tickets first.

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