by Cassie Kerr | Feb 4, 2026 | Case Study, MSP
When Waterdog first implemented ConnectWise PSA, the system was technically working, but it wasn’t working well. As Fred Robinson, Owner of Waterdog, put it: “We knew it was set up to be functional, but I knew it was not set up to be efficient, and it was not set up...
by Cassie Kerr | Dec 4, 2025 | Uncategorized
Managing internal IT departments while maintaining clear boundaries between MSP operations and client-owned resources can be challenging. That’s where StreamlineIT comes in—an often underutilized ConnectWise Manage® feature that allows your MSP to securely resell...
by Cassie Kerr | Oct 17, 2025 | ConnectWise, MSP
Service boards are the backbone of your ConnectWise PSA configuration. They define how your MSP organizes tickets, automates workflows, and reports on performance. But one of the most common questions we hear at Pivotal Crew is: “When should we create separate service...
by Cassie Kerr | Aug 29, 2025 | ConnectWise
If you’ve ever run a ConnectWise (or any PSA) service board, you’ve probably seen it:a flood of automatic “Out of Office” replies spamming tickets, creating duplicates, or—worse—reopening closed tickets. It’s frustrating for techs, confusing for clients, and messy for...
by Cassie Kerr | May 29, 2025 | ConnectWise
If you’ve ever needed to spawn new tickets in ConnectWise for follow-up tasks without cluttering your boards, you’re not alone. Managing scheduled work while maintaining clean SLA metrics is a common challenge for MSPs. At Pivotal Crew, we’ve built a lightweight...
