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 Consultant @ Pivotal | Nov 12, 2025 | ConnectWise
Understanding ConnectWise PSA ConnectWise PSA is the tool implemented to support business-related activities of service delivery with features to manage projects, resources, and interactions with clients. Here’s how it can revolutionize your IT services: Project...
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...
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...
by Consultant @ Pivotal | Feb 6, 2025 | ConnectWise, MSP, Procurement
Streamlining procurement is a critical part of managing IT operations efficiently. If you’re leveraging ConnectWise PSA for your purchasing workflow, understanding the intricacies can save time and minimize errors. Below is a clear, step-by-step guide to handling...
by Cassie Kerr | Jan 30, 2025 | ConnectWise
Sometimes, a manual process just needs a little extra spark to run smoother. TSI Colorado’s quarterly maintenance workflow was effective but relied heavily on manual effort—emails, ticket creation, and reporting. Together, we added automation to simplify their...
