For ConnectWise users: Typical CW Use Cases

[Marcos Hernandez]

Trial Participants,

If you are a ConnectWise customer, we would like you to help us understand:

1) What are the most common tasks that you perform in CW?

2) Do you use their web access more than their Desktop Client, or viceversa?

3) How prevalent is, in you experience, their telephony integration for click to dial (TAPI or Skype)?

4) If your are taking advantage of their Telephony integration, what else would you like to see in it beyond basic click to dial?

5) Finally, how do you see Thunderbolt and CW playing together?

Thanks for your comments.

Marcos

[dcorley]

Another couple questions to add,...

1. If you are using a CRM solution, what is the solution name?

2. Another popular feature akin to click to dial is "screen pop on inbound call". Inbound call after first ring triggers phone system to interact with contact database. COllected calling line ID is automatically presented to the contact database and contat records associated with the CLID are presented to your desktop user interface. Allows support agents to look at data on the customer before answering the call. This requires that your phone system have a 3rd party call control API and that you use a contact database of some sort - homegrown CRM/Connectwise/salesforce/outlook... for those of you who have a contact database that you use in support desk actvities, what is that database? Homegrown/salesforce/Connectwise//outlook/Act/other?

Thx,

Dave

[vtinnirello]

Marcos-

We're an Autotask user which as a hosted product, doesn't have some of the telephony integration you are talking about. What we'd like to see is the ability for Thunderbolt to integrate with Autotask when there are issues. For example, if thunderbolt finds firmwares for certain devices, it creates a ticket in autotask. We can match client info up in both systems so this can happen. Then it's a matter of working with the Autotask API.

[Marcos Hernandez]

Thanks fo this Vince. Any other use cases that you can think of?

[vtinnirello]

Device discovery would be good, meaning any devices in our Thunderbolt panel transfer to Autotask as a Configuratin item. This way when a ticket gets generated, it can automatically pull the Device ID and put that particular device/product in the ticket.  That's really about all we'd need.

[Marcos Hernandez]

Hi all,

I wanted to update you on our progress regarding CW and Autotask integration. We are working with both companies simultaneously and managed to get a hold of all the necessary API an SDK documentation. The CW API definition and workflow seems to be significantly shorter than Autotask's. We will try to get to both, but since we are working within a confined Trial period, we will start with CW first. The idea is to validate via this proof of concept that a Thunderbolt event can trigger the creation of a CW Service Ticket. Things like updating and closing the ticket will come later. Also in our use cases is the synchronization of contacts between the two entities (TB and PSA). Stay tuned...

Marcos