Notify your team in Teams when a new ConnectWise ticket arrives

Checks ConnectWise for new support tickets and posts an instant Microsoft Teams alert to your dispatch team.

How the work actually flows

A straight line. Runs once per each new ticket found.

Pattern: Sequence (1) ยท Multiple Instances without Synchronization (12)

flowchart TD trig(["scheduled ConnectWise check"]):::trigtime s0["compare to previously seen tickets"]:::task s1[["post Teams notification"]]:::mi trig --> s0 s0 -->|"one per each new ticket found"| s1 out[/"dispatch alerted the moment tickets arrive"/]:::out pay{{"tickets picked up sooner"}}:::pay s1 --> out out --> pay classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff
Starts itA stepRuns once per itemResultPayoff
Build size
Standard

A mid-size build with several tools working together.

Business functions
Messaging & NotificationsAPI & Webhook Integration
Connects
ConnectWiseMicrosoft TeamsRedis
Featured in

The problem it solves

New support tickets land in ConnectWise, but your dispatch team only finds out once someone happens to check the queue. That delay means tickets sit longer than they should before anyone picks them up.

Who it fits

IT service and support teams using ConnectWise who need dispatch notified the moment a new ticket comes in.

How it works

  1. On a schedule, the system checks ConnectWise for tickets in New status
  2. It compares the results against previously seen tickets to catch only new ones
  3. It posts a notification with the ticket details to Microsoft Teams
What you get

Dispatch pinged the instant a ticket lands

You get an instant Teams alert whenever a new ConnectWise ticket comes in, so dispatch never has to keep checking the queue.

What you get

A Microsoft Teams message alerting dispatch to every new ConnectWise ticket.

What you need

A ConnectWise Manage account with API access, a Redis instance, and a Microsoft Teams workspace.

We can build this. But should you?

The hard question is not how to build it. It is whether this is the right thing to build first.

That is what a Fractional Chief AI Officer figures out with you, before anyone writes a line of code.

Let's Talk Strategy

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