Help Desk Efficiency, Knowledge Base Capabilities Highlight Major Enhancement Release

TAMPA, Fla. — May 29, 2008 -  ConnectWise will be sending Release 7.2 to general distribution the week of June 9.  The release contains major efficiencies for help desk operations, new knowledge base capabilities and enhancements to the ConnectWise Managed Service Platform.

ConnectWise partners will be able to enhance the efficiency and effectiveness of their help desk operations with closed-loop ticketing. With this new feature, Help Desk technicians will be able to perform all tasks associated with a ticket, including emailing customers, from within the ticket, making the ticket the center of customer communications.  Partners will also have the ability to lock down ticket description changes and force time entry each time a technician works with a ticket. Another option will enable automatic emails to customers and resources on updates to the service ticket.

With Release 7.2, ConnectWise partners will also benefit from time saving features like streamlined Service Ticket bundling, mass updating and deleting of tickets and a right-click function to move a ticket to another board. In addition to these time savers, the beefed up knowledge base will include the ability to search time, activities, projects and new problem resolutions. Problem resolutions allow partners to post knowledge base articles without using a service ticket.

ConnectWise Release 7.2 includes integration based on Kaseya’s APIs.  The integration includes:

• Automatic import of all devices discovered by Kaseya.
• One-click navigation from ConnectWise configurations to Kaseya for remote control and management.
• Complete billing integration, including the ability to automatically tally devices under management and create invoices.
• Executive Management Reporting that includes server and workstation disk space statistics, Windows and computer security patches installed, SonicWall bandwidth utilization, spam email removed and viruses cleaned.

In addition, ConnectWise Release 7.2 gives managed services companies unprecedented flexibility, including:

• The ability to select which managed service tool to use by customer or by a group of devices that you define.  For example, you could use one managed service tool for all workstations at a customer location and a different tool for all servers.  You could also use one managed service tool for all devices at one customer location and a different tool for devices at a second customer location.
• Extension of the ConnectWise Managed Service API to support integrated billing of backup and disasters recovery solutions.

ConnectWise partners can learn more about the new capabilities in Release 7.2 by visiting the new and improved ConnectWise University at www.connectwise.net/university.  ConnectWise University now includes the ability to assign coursework by job type and monitor employees’ progress completing courses and tests.