Managed Service Providers (MSPs) often juggle multiple processes and tools to deliver exceptional service and maintain customer satisfaction. By integrating AlertOps with ConnectWise PSA, MSPs can unify and streamline their service desks. Below are 10 practical ways to optimize your service desk operations using AlertOps and the ConnectWise PSA integration.
1. Streamline On-Call Alerting
Challenge: After-hours service desk coverage can be chaotic if tickets and alerts aren’t properly routed.
Solution: AlertOps’ multi-channel notifications—email, SMS, push notifications—ensure on-call technicians never miss critical updates. If a technician is unresponsive within a set timeframe, AlertOps can automatically escalate to a service desk manager.
Benefit: Reduced response times and enhanced accountability, with no missed alerts.
2. Enforce SLA-Based Notifications
Challenge: Different clients have different SLAs, and ignoring or missing an SLA breach can damage customer trust.
Solution: Map SLAs from ConnectWise PSA to AlertOps. Critical tickets (based on type, subtype, or specific client) can trigger distinct escalation paths. AlertOps can also send stakeholders notifications as SLAs are approaching or about to be breached.
Benefit: Protect client relationships by ensuring urgent tickets get immediate attention, while less critical tickets follow their own escalation process.
3. Build a Comprehensive Communication Audit Trail
Challenge: While ConnectWise PSA tracks ticket updates, it doesn’t always track how and when technicians are notified or how they responded.
Solution: Push alerting and response details directly into the ticket’s notes, creating an end-to-end incident timeline. Choose whether these notes are internal or visible to customers.
Benefit: Greater transparency and collaboration, enabling faster mean time to resolution (MTTR) and better service desk insights.
4. Integrate Major Incident & Manual Alerting
Challenge: Not all incidents fit a standard automated workflow—sometimes you need to raise an urgent or major incident manually from various sources.
Solution: AlertOps’ open API empowers incident creation and response from any tool: mobile apps, web applications, chat tools (Slack, Microsoft Teams), or your ITSM/PSA tools.
Benefit: Granular control over incident response, irrespective of source. Users can trigger or respond to incidents anytime, anywhere.
5. Manage Tickets via Mobile Response
Challenge: Technicians are on the move and may need to update ConnectWise tickets outside of the office.
Solution: The AlertOps mobile app sends push notifications, enables quick incident acknowledgments, and lets technicians update ticket fields (e.g., priority, assignment, boards) in ConnectWise PSA through custom actions.
Benefit: Accelerated ticket resolution, regardless of technician location, keeping the service desk constantly up-to-date.
6. Customize Business Hours Alerting
Challenge: Service desk technicians handle daytime requests differently from after-hours on-call. Ensuring timely follow-up during business hours is still crucial.
Solution: Define rules so tickets unaddressed within a given time trigger notifications to management or designated teams. Use separate AlertOps workflows for business hours vs. on-call hours.
Benefit: No ticket slips through the cracks—even if it’s not after-hours, your escalation rules protect urgent issues from being overlooked.
7. Leverage Collaboration Channels
Challenge: Many MSPs and their clients spend a large part of the day in chat applications like Slack or Microsoft Teams, yet critical alerts can still slip by.
Solution: AlertOps can post notifications directly to specific channels or shared channels. Its bidirectional capabilities let you respond to tickets and alerts directly from these collaboration tools.
Benefit: Real-time collaboration in the tools you already use, significantly reducing response times and improving team coordination.
8. Implement Live-Call Routing / Interactive Voice Response (IVR)
Challenge: Using a full-blown IVR or outsourced answering service can be expensive, especially for smaller MSPs.
Solution: AlertOps’ Live-Call Routing offers a built-in, lightweight IVR solution. Incoming calls can be routed based on schedules, time of day, or a caller’s selection. Voicemails automatically generate tickets in ConnectWise PSA, allowing you to see who answered or missed calls and enabling follow-up alerts.
Benefit: Cost-effective call routing with automated ticket creation—ensuring no inbound request is lost or delayed.
9. Reduce Alert & Ticket Noise
Challenge: Dense and repetitive monitoring alarms create ticket and alert fatigue, causing important issues to be missed.
Solution: Integrate monitoring tools directly with AlertOps to filter out redundant alerts. Only critical or repeated alarms create tickets, while lower-severity notifications are routed differently.
Benefit: A cleaner service desk queue with more actionable tickets and fewer distractions—boosting technician productivity and morale.
10. Respond Quickly to Customer-Updated Tickets
Challenge: Customers often add comments or updates to open tickets, which may go unnoticed.
Solution: AlertOps can trigger immediate notifications and an escalation process whenever a customer updates a ticket in ConnectWise PSA.
Benefit: Rapid handling of customer queries and requests, improving customer satisfaction and fostering transparent communication.
Bonus: Simplify and Automate Rotating On-Call Scheduling
Challenge: Manually managing on-call schedules can be confusing and prone to errors.
Solution: AlertOps’ Scheduling Engine streamlines creation of fixed and rotating schedules. Automatically rotate through on-call technicians on a daily, weekly, or monthly basis. Sync scheduling changes to Outlook or Google Calendar for full visibility.
Benefit: Less administrative overhead and fewer scheduling gaps, ensuring the right technician is always available.
Integrating AlertOps with ConnectWise PSA empowers your service desk with flexible, automated workflows that substantially reduce response times and improve overall service quality. From advanced on-call scheduling to robust SLA management, these 10 approaches (plus the bonus on rotating schedules) help deliver consistently excellent support. By unifying alerting, escalation, and response into a single streamlined workflow, MSPs can tackle issues faster and more effectively—while freeing up time to grow and innovate. Discover how AlertOps can transform your service desk today by booking a demo.
The term 'ConnectWise' is a trademark of ConnectWise, LLC. This application uses the ConnectWise API but is not a ConnectWise product or service and is licensed separately from ConnectWise products and services.
