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...
by Cassie Kerr | May 22, 2025 | ConnectWise, MSP
One of the most debated topics in managed IT service workflows is whether to auto-close service tickets when customers don’t reply. While some love the hands-off automation, others find it impersonal. So, what’s the right move for your MSP or IT team? The Case For...
by Cassie Kerr | Apr 22, 2025 | ConnectWise
Let’s face it—running an MSP isn’t just about keeping the lights on. It’s about scaling smart, catching inefficiencies before they become problems, and making confident, data-backed decisions. That’s exactly why we developed our Quarterly Proactive Audit, and why...
by Cassie Kerr | Apr 9, 2025 | Case Study, ConnectWise, Mergers & Acquisitions
When Ntiva acquired The Purple Guys (TPG), it wasn’t just a merger—it was a strategic transformation designed to unify systems, processes, and people under a single operational framework. Hundreds of employees, a mountain of legacy data, and ten prior integrations...
