Contact Information

Introduction

ConnectWise Manage allows you to send emails based on Ticket Status, this means that when a new ticket is emailed into your Service Board, you can have an automatic reply to your client informing them that their ticket has been created. The templates below are examples that you can use or modify. You can also use statuses for things like:

  • More Information Required
  • Ticket Escalated
  • Ticket Closed
  • Closed Loop

Closed Loop

Closed Loop is a feature that allows you to update your notes within your ticket, and it emails the client with your notes. This allows for a single pane of glass ensuring that all communication to the client is visible to other Manage users. To set up Closed Loop, follow the guide here.

Get Started

To set up Status based emails, head over to Setup Tables > Service > Service Board > Statuses

Sending Emails using Ticket Statuses within ConnectWise Manage

Set the Email Notifications to ‘Contact for this item’ to reply to the sender.

New Email Template

<html xmlns="http://www.w3.org/TR/REC-html40" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:v="urn:schemas-microsoft-com:vml" xmlns:w="urn:schemas-microsoft-com:office:word">
<head>
	<title></title>
	<meta http-equiv="Content-Type" content="text/html; charset=utf-8"><meta name="Generator" content="Microsoft Word 15 (filtered medium)"><!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]-->
	<style type="text/css">@font-face { font-family: Helvetica; panose-1: 2 11 6 4 2 2 2 2 2 4 }
@font-face { font-family: Wingdings; panose-1: 5 0 0 0 0 0 0 0 0 0 }
@font-face { font-family: "Cambria Math"; panose-1: 2 4 5 3 5 4 6 3 2 4 }
@font-face { font-family: Calibri; panose-1: 2 15 5 2 2 2 4 3 2 4 }
p.MsoNormal,li.MsoNormal,div.MsoNormal { margin: 0cm; margin-bottom: .0001pt; font-size: 10.0pt; font-family: "Calibri", sans-serif }
h1 { margin-right: 0cm; margin-left: 0cm; font-size: 24.0pt; font-family: "Calibri", sans-serif; font-weight: bold }
h2 { margin-right: 0cm; margin-left: 0cm; font-size: 18.0pt; font-family: "Calibri", sans-serif; font-weight: bold }
a:link,span.MsoHyperlink { color: blue; text-decoration: underline }
a:visited,span.MsoHyperlinkFollowed { color: purple; text-decoration: underline }
p.msonormal0,li.msonormal0,div.msonormal0 { margin-right: 0cm; margin-left: 0cm; font-size: 10.0pt; font-family: "Calibri", sans-serif }
span.Heading2Char { font-family: "Calibri Light", sans-serif; color: #2F5496 }
span.Heading1Char { font-family: "Calibri Light", sans-serif; color: #2F5496 }
span.EmailStyle23 { font-family: "Calibri", sans-serif; color: windowtext }
.MsoChpDefault { font-size: 10.0pt }
@page WordSection1 { margin: 72.0pt 72.0pt 72.0pt 72.0pt }
div.WordSection1 { }
ol { margin-bottom: 0cm }
ul { margin-bottom: 0cm }
	</style>
	<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="EN-GB">
<div class="WordSection1">
<p class="MsoNormal">&nbsp;</p>

<p class="MsoNormal">&nbsp;</p>

<p class="MsoNormal">&nbsp;</p>

<div align="center">
<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="max-width: 450.0pt">
	<tbody>
		<tr>
			<td style="padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal" style="text-align: center">&nbsp;</p>

			<p class="MsoNormal">&nbsp;</p>
			</td>
		</tr>
		<tr>
			<td style="border: solid #BBBDBF 1.5pt; padding: 0cm 0cm 0cm 0cm">
			<table border="0" cellpadding="0" cellspacing="20" class="MsoNormalTable" style="width: 100.0%; background: #0067B1" width="100%">
				<tbody>
					<tr>
						<td style="padding: 6.0pt 6.0pt 6.0pt 6.0pt">
						<h2 align="center" style="margin: 0cm; margin-bottom: .0001pt; text-align: center"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 22.5pt; color: white">A Message from Support</span></span></h2>
						</td>
					</tr>
				</tbody>
			</table>
			</td>
		</tr>
	</tbody>
</table>
</div>

<div align="center">
<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="max-width: 450.0pt">
	<tbody>
		<tr>
			<td style="border: solid #BBBDBF 1.5pt; padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal">&nbsp;</p>

			<div align="center">
			<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="width: 100.0%" width="100%">
				<tbody>
					<tr>
						<td style="padding: 12.0pt 12.0pt 12.0pt 12.0pt">
						<p style="margin-right: 0cm; margin-bottom: 15.0pt; margin-left: 0cm; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif">Hello&nbsp;[contactfirstname],</span></p>

						<p style="margin-right: 0cm; margin-bottom: 15.0pt; margin-left: 0cm; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif">We have created ticket number&nbsp;<strong>#[srnumber]</strong>&nbsp;which will now be assigned to one of our engineers to begin troubleshooting your issue. If there is any additional information that you feel may help us in resolving your case faster.&nbsp;</span></p>

						<h2 style="margin-right: 0cm; margin-bottom: 7.5pt; margin-left: 0cm; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 12pt; color: rgb(0, 103, 177)">Support Team</span></span></h2>
						</td>
					</tr>
				</tbody>
			</table>
			</div>
			</td>
		</tr>
	</tbody>
</table>
</div>

<p class="MsoNormal">&nbsp;</p>

<div align="center">
<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="width: 442.5pt" width="590">
	<tbody>
		<tr>
			<td style="padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 11.0pt; color: windowtext">&nbsp; </span></span></p>

			<p align="center" style="margin-right: 0cm; margin-bottom: 11.25pt; margin-left: 0cm; text-align: center; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif"><i><span style="font-size: 10.5pt; color: rgb(51, 51, 51)">Please respond back to this email if special considerations need to be made.</span></i></span></p>
			</td>
		</tr>
		<tr>
			<td style="padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 11.0pt; color: windowtext">&nbsp; </span></span></p>

			<p align="center" style="margin-right: 0cm; margin-bottom: 15.0pt; margin-left: 0cm; text-align: center; line-height: 21.0pt"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 9pt; color: windowtext">Company Address<br />
			Company Phone Number</span></span></p>
			</td>
		</tr>
	</tbody>
</table>
</div>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>
</div>
</body>
</html>

Closed Loop

<html>
<head>
	<title></title>
	<meta http-equiv="Content-Type" content="text/html; charset=utf-8"><meta name="Generator" content="Microsoft Word 15 (filtered medium)"><!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]-->
	<style type="text/css">@font-face { font-family: Helvetica; panose-1: 2 11 6 4 2 2 2 2 2 4 }
@font-face { font-family: Wingdings; panose-1: 5 0 0 0 0 0 0 0 0 0 }
@font-face { font-family: "Cambria Math"; panose-1: 2 4 5 3 5 4 6 3 2 4 }
@font-face { font-family: Calibri; panose-1: 2 15 5 2 2 2 4 3 2 4 }
p.MsoNormal,li.MsoNormal,div.MsoNormal { margin: 0cm; margin-bottom: .0001pt; font-size: 10.0pt; font-family: "Calibri", sans-serif }
h1 { margin-right: 0cm; margin-left: 0cm; font-size: 24.0pt; font-family: "Calibri", sans-serif; font-weight: bold }
h2 { margin-right: 0cm; margin-left: 0cm; font-size: 18.0pt; font-family: "Calibri", sans-serif; font-weight: bold }
a:link,span.MsoHyperlink { color: blue; text-decoration: underline }
a:visited,span.MsoHyperlinkFollowed { color: purple; text-decoration: underline }
p.msonormal0,li.msonormal0,div.msonormal0 { margin-right: 0cm; margin-left: 0cm; font-size: 10.0pt; font-family: "Calibri", sans-serif }
span.Heading2Char { font-family: "Calibri Light", sans-serif; color: #2F5496 }
span.Heading1Char { font-family: "Calibri Light", sans-serif; color: #2F5496 }
span.EmailStyle23 { font-family: "Calibri", sans-serif; color: windowtext }
.MsoChpDefault { font-size: 10.0pt }
@page WordSection1 { margin: 72.0pt 72.0pt 72.0pt 72.0pt }
div.WordSection1 { }
ol { margin-bottom: 0cm }
ul { margin-bottom: 0cm }
	</style>
	<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="EN-GB">
<div class="WordSection1">
<p class="MsoNormal">&nbsp;</p>

<p class="MsoNormal">[timeentrynotes]</p>

<p class="MsoNormal">&nbsp;</p>

<p class="MsoNormal">&nbsp;</p>

<p class="MsoNormal">&nbsp;</p>

<p class="MsoNormal">&nbsp;</p>

<div align="center">
<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="width: 442.5pt" width="590">
	<tbody>
		<tr>
			<td style="padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 11.0pt; color: windowtext">&nbsp; </span></span></p>

			<p align="center" style="margin-right: 0cm; margin-bottom: 11.25pt; margin-left: 0cm; text-align: center; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif"><i><span style="font-size: 10.5pt; color: rgb(51, 51, 51)">Calls may be monitored and recorded for training and quality-assurance purposes.</span></i></span></p>
			</td>
		</tr>
		<tr>
			<td style="padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 11.0pt; color: windowtext">&nbsp; </span></span></p>

			<p align="center" style="margin-right: 0cm; margin-bottom: 15.0pt; margin-left: 0cm; text-align: center; line-height: 21.0pt"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 9pt; color: windowtext">Company Address<br />
			Phone Number</span></span></p>
			</td>
		</tr>
	</tbody>
</table>
</div>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>

<p class="MsoNormal" style="margin-bottom: 12.0pt">&nbsp;</p>
</div>
</body>
</html>

Ticket Closed

<html dir="ltr">
<head>
	<title></title>
	<meta http-equiv="Content-Type" content="text/html; charset=utf-8"><meta name="Generator" content="Microsoft Word 15 (filtered medium)"><!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]-->
	<style type="text/css">@font-face { font-family: Helvetica; panose-1: 2 11 6 4 2 2 2 2 2 4 }
@font-face { font-family: Wingdings; panose-1: 5 0 0 0 0 0 0 0 0 0 }
@font-face { font-family: "Cambria Math"; panose-1: 2 4 5 3 5 4 6 3 2 4 }
@font-face { font-family: Calibri; panose-1: 2 15 5 2 2 2 4 3 2 4 }
p.MsoNormal,li.MsoNormal,div.MsoNormal { margin: 0cm; margin-bottom: .0001pt; font-size: 10.0pt; font-family: "Calibri", sans-serif }
h1 { margin-right: 0cm; margin-left: 0cm; font-size: 24.0pt; font-family: "Calibri", sans-serif; font-weight: bold }
h2 { margin-right: 0cm; margin-left: 0cm; font-size: 18.0pt; font-family: "Calibri", sans-serif; font-weight: bold }
a:link,span.MsoHyperlink { color: blue; text-decoration: underline }
a:visited,span.MsoHyperlinkFollowed { color: purple; text-decoration: underline }
p.msonormal0,li.msonormal0,div.msonormal0 { margin-right: 0cm; margin-left: 0cm; font-size: 10.0pt; font-family: "Calibri", sans-serif }
span.Heading2Char { font-family: "Calibri Light", sans-serif; color: #2F5496 }
span.Heading1Char { font-family: "Calibri Light", sans-serif; color: #2F5496 }
span.EmailStyle23 { font-family: "Calibri", sans-serif; color: windowtext }
.MsoChpDefault { font-size: 10.0pt }
@page WordSection1 { margin: 72.0pt 72.0pt 72.0pt 72.0pt }
div.WordSection1 { }
ol { margin-bottom: 0cm }
ul { margin-bottom: 0cm }
	</style>
	<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="EN-GB">
<div class="WordSection1">
<div align="center">
<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="max-width: 450.0pt">
	<tbody>
		<tr>
			<td style="padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal" style="text-align: center">Company Logo</p>

			<p class="MsoNormal">&nbsp;</p>
			</td>
		</tr>
		<tr>
			<td style="border: solid #BBBDBF 1.5pt; padding: 0cm 0cm 0cm 0cm">
			<table border="0" cellpadding="0" cellspacing="20" class="MsoNormalTable" style="width: 100.0%; background: #0067B1" width="100%">
				<tbody>
					<tr>
						<td style="padding: 6.0pt 6.0pt 6.0pt 6.0pt">
						<h2 align="center" style="margin: 0cm; margin-bottom: .0001pt; text-align: center"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 22.5pt; color: white">A Message from Support</span></span></h2>
						</td>
					</tr>
				</tbody>
			</table>
			</td>
		</tr>
	</tbody>
</table>
</div>

<div align="center">
<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="max-width: 450.0pt">
	<tbody>
		<tr>
			<td style="border: solid #BBBDBF 1.5pt; padding: 0cm 0cm 0cm 0cm">
			<p class="MsoNormal">&nbsp;</p>

			<div align="center">
			<h2 style="margin-right: 0cm; margin-bottom: 7.5pt; margin-left: 0cm; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif"><span style="font-size: 12pt; color: rgb(0, 103, 177)">Support Team</span></span></h2>

			<table border="0" cellpadding="0" cellspacing="0" class="MsoNormalTable" style="width: 100.0%" width="100%">
				<tbody>
					<tr>
						<td style="padding: 12.0pt 12.0pt 12.0pt 12.0pt">
						<p style="margin-right: 0cm; margin-bottom: 15.0pt; margin-left: 0cm; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif">Hello&nbsp;[contactfirstname],</span></p>

						<p style="margin-right: 0cm; margin-bottom: 15.0pt; margin-left: 0cm; line-height: 16.5pt"><span style="font-family: Arial, Helvetica, sans-serif">We&#39;re just letting you know that your ticket <strong>#[srnumber]</strong>&nbsp;regarding <strong>[srsummary]</strong>&nbsp;is Closed. We hope this issue was resolved to your satisfaction.</span></p>

						<p style="margin-right: 0cm; margin-bottom: 15.0pt; margin-left: 0cm; line-height: 16.5pt"><font face="Arial, Helvetica, sans-serif">If this ticket is not resolved, please let us know by simply replying to this email with any information and it will be automatically reopened and reassigned.</font></p>
						</td>
					</tr>
				</tbody>
			</table>
			</div>
			</td>
		</tr>
	</tbody>
</table>
</div>
</div>

<div align="center">&nbsp;</div>
<style type="text/css">body { }
#preImg { display: none }
a { text-decoration: none }
.smiley { text-decoration: none; margin-left: 15px; width: 70px; display: block; float: left; color: #2c67b2; font-size: 11px; text-align: center }
tr td { float: left }
td,th { border: 0 !important }
p { font-weight: 200 }
</style>
</body>
</html>

Final Thoughts

With the above templates, you can simply add your company name and logo and you’re ready to go! These templates include ConnectWise variables such as [contactfirstname]. Be sure to test your emails before you use them in a live environment. Feel free to get in touch if you have any other templates that you wish to share!

Share:

administrator

Leave a Reply

Your email address will not be published. Required fields are marked *