After connecting ConnectWise to Super IT, you need to link specific companies to your support teams. This ensures tickets from each ConnectWise company are automatically routed to the correct Super IT team.

Understanding Company-Team Links

How Routing Works

1. Ticket Created: New ticket appears in ConnectWise for Company A
2. Super IT Checks: Looks up which team is linked to Company A
3. Auto-Route: Ticket appears in the linked team's Super IT interface
4. AI Access: Sparky can assist the assigned team with the ticket

Benefits of Proper Linking

• Automatic routing eliminates manual ticket assignment
• Team specialization allows dedicated support for specific clients
• AI context provides better assistance with client-specific knowledge
• Organized workflows keep teams focused on their assigned clients

Step 1: View Synced Companies

Access Company List

1. Navigate to your ConnectWise connection in Super IT
2. Click the Companies tab
3. Review the list of companies imported from ConnectWise

Company Information Displayed

• Company Name: As it appears in ConnectWise
• Status: Active, Inactive, or other ConnectWise status
• Link Status: Whether company is linked to a Super IT team
• Ticket Count: Number of tickets associated with this company
• Last Sync: When company data was last updated

Filter and Search

• Filter by status: Show only active companies
• Search by name: Find specific companies quickly
• Sort options: By name, ticket count, or last update

Step 2: Create Company-Team Links

Link a Company to a Team

1. Click Link Team next to the company name
2. Select the Managed Team from the dropdown

1. Configure routing options:
2. Service Board: Choose ConnectWise service board (if multiple)
3. Auto-link: Enable automatic linking for new tickets
4. Sync Settings: Configure bidirectional sync options

Link Configuration Options

Bulk Linking

For multiple companies with similar requirements: 1. Select companies using checkboxes 2. Click Bulk Link 3. Choose target team and common settings 4. Apply to all selected companies

Step 3: Configure Advanced Settings

Service Board Management

If your ConnectWise uses multiple service boards:

Per-Company Boards - Link each company to its designated service board - Ensures tickets are created in correct board - Maintains ConnectWise workflow organization

Team-Specific Boards - Route companies with similar needs to same board - Allows team specialization by service type - Simplifies team training and processes

Status Workflow Integration

Sparky AI Workflows Configure status mappings that align with Sparky's AI workflows: - "New" → ConnectWise "New" or custom initial status - "In Progress" → ConnectWise "Assigned" or "Work In Progress" - "Resolved" → ConnectWise "Resolved" or "Completed" - "Escalated" → ConnectWise "Escalated" or custom escalation status

Custom Mappings For specialized workflows: - Map Super IT statuses to specific ConnectWise statuses - Handle client-specific status requirements - Maintain compliance with client SLAs

Priority and Type Mapping

Configure how ticket properties sync:

Priority Mapping - Low, Medium, High → ConnectWise priority values - Critical, Emergency → Appropriate escalation priorities - Custom priorities → Client-specific priority schemes

Ticket Type Mapping - Problem, Incident, Request → ConnectWise ticket types - Maintenance, Project → Specialized types - Custom types → Client-specific categorization

Step 4: Manage Existing Links

View Link Details

1. Click on any linked company to view details
2. Review current configuration and sync status
3. Check recent ticket routing activity

Modify Link Settings

1. Click Edit Link for any company
2. Update team assignment, service board, or status mappings
3. Changes apply to new tickets immediately

Deactivate Links

To stop routing tickets from a company: 1. Click Deactivate Link 2. Existing tickets remain with current team 3. New tickets won't be automatically routed

Transfer Companies

To move a company to a different team: 1. Edit the company link 2. Select new target team 3. Optionally transfer existing open tickets

Step 5: Monitor and Optimize

Check Routing Accuracy

Daily Review (first week): - Verify tickets are reaching correct teams - Check for any routing errors or missed tickets - Confirm team workload distribution

Weekly Review (ongoing): - Review company link performance - Adjust team assignments based on capacity - Update status mappings as workflows evolve

Performance Metrics

Monitor these indicators in Super IT dashboard: - Routing Success Rate: Percentage of tickets properly routed - Team Workload: Distribution of tickets across teams - Response Times: Team performance by company - Escalation Rates: Companies requiring frequent escalation

Optimization Strategies

Load Balancing - Split large clients across multiple teams - Rotate smaller clients to balance workloads - Adjust assignments based on team capacity

Specialization - Group similar companies by industry or service type - Assign complex clients to experienced teams - Create specialized teams for specific service offerings

Automation - Use status mappings to reduce manual updates - Configure automatic escalation for SLA breaches - Set up alerts for high-priority client tickets

Common Scenarios

New Client Onboarding

1. Company appears in ConnectWise sync
2. Create company-team link with appropriate settings
3. Configure service board and status mappings
4. Test ticket routing with sample ticket

Team Restructuring

1. Review current company assignments
2. Plan new team-company mappings
3. Update links in bulk where possible
4. Communicate changes to affected teams

Client Offboarding

1. Deactivate company-team link
2. Complete or transfer any open tickets
3. Archive company data as per retention policies
4. Remove from active routing

Seasonal Adjustments

1. Monitor ticket volume patterns by company
2. Adjust team assignments for peak periods
3. Create temporary links for seasonal support
4. Return to normal assignments after peak

Troubleshooting

Tickets Not Routing

• Check company link status: Ensure link is active
• Verify team permissions: Confirm team can receive tickets
• Review sync logs: Look for routing errors
• Test with sample ticket: Create test ticket to verify routing

Wrong Team Assignment

• Update company link: Change target team in link settings
• Transfer existing tickets: Move current tickets if needed
• Check service board: Verify correct board selection
• Review team structure: Confirm team hierarchy is correct

Sync Issues

• Monitor sync status: Check for sync errors in logs
• Verify ConnectWise permissions: Ensure API access is sufficient
• Test webhook delivery: Confirm real-time updates work
• Review field mappings: Check status and priority mappings

Company links configured? Continue with Field Mapping to customize status and priority mappings, or check Troubleshooting if you encounter issues.