Which priority level is considered the most urgent?

In line with ConnectWise PSA standards, Priority 1 is the highest (Critical) priority, while Priority 4 is the lowest.

Does this support custom service boards?

Yes, it can query board-specific statuses and configurations to ensure ticket updates match the unique workflow of any given service board.

How does the skill handle SLA tracking?

The skill understands SLA calculation logic, including how different ticket statuses (like 'Waiting on Customer') pause the SLA clock and how priorities determine response deadlines.

Can I keep my technical notes private from customers?

Yes, the skill supports internal note flags (internalAnalysisFlag) to ensure that technical documentation remains visible only to your team.

What operations can I perform with this skill?

You can create, update, and search for ConnectWise PSA tickets, as well as manage service boards, statuses, priorities, and ticket notes.

ConnectWise PSA Ticket Management

Name: ConnectWise PSA Ticket Management
Author: wyre-technology

bywyre-technology

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生産性とワークフロー

Manages the full lifecycle of ConnectWise PSA service tickets, including creation, triage, SLA tracking, and resolution.

This skill provides a comprehensive interface for managing ConnectWise PSA tickets, the primary unit of service delivery for Managed Service Providers (MSPs). It enables Claude to handle complex service desk operations such as ticket creation, status transitions, priority assignments, and detailed note management. By incorporating domain-specific knowledge of service boards and SLA calculation logic, the skill ensures that all ticket updates adhere to best practices and organizational workflows, helping technicians improve response times and documentation accuracy.

主な機能

01Automated SLA monitoring and calculation based on priority levels

02Comprehensive CRUD operations for ConnectWise PSA service tickets

03Advanced ticket searching using complex API query patterns

04Detailed ticket note management with internal and resolution flags

052 GitHub stars

06Support for board-specific status transitions and workflow rules

ユースケース

01Documenting troubleshooting steps through internal notes and transitioning tickets to 'In Progress' or 'Waiting Customer'

02Triaging incoming service requests by assigning appropriate boards, priorities, and technicians

03Identifying and reporting on high-priority or SLA-breached tickets across multiple client companies

主な機能

01Automated SLA monitoring and calculation based on priority levels

02Comprehensive CRUD operations for ConnectWise PSA service tickets

03Advanced ticket searching using complex API query patterns

04Detailed ticket note management with internal and resolution flags

052 GitHub stars

06Support for board-specific status transitions and workflow rules

ユースケース

01Documenting troubleshooting steps through internal notes and transitioning tickets to 'In Progress' or 'Waiting Customer'

02Triaging incoming service requests by assigning appropriate boards, priorities, and technicians

03Identifying and reporting on high-priority or SLA-breached tickets across multiple client companies