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...
