The customer wants to change the error message from a generic service notification to a clear, action-oriented instruction that directs technicians to contact Automation and Management when a connection issue occurs.
JetOur
They want to update the Next Ticket error message shown during connection issues to provide clearer guidance.
Specifically:
When ConnectWise Manage is not connecting properly, Next Ticket currently displays:
“The service is temporarily unavailable. Please try again later.”
This message is too vague. Technicians tend to retry multiple times instead of escalating the issue.
During a recent ConnectWise outage, a technician kept attempting Next Ticket and then worked on Alert tickets for about an hour, instead of notifying Automation or Management. This caused unnecessary delays.
What the customer wants
They would like the message to:
Clearly indicate that this is a connection/system issue
Explicitly instruct the technician to contact Automation and Management
Provide clear next steps instead of simply saying “try again later”
One-sentence summary
The customer wants to change the error message from a generic service notification to a clear, action-oriented instruction that directs technicians to contact Automation and Management when a connection issue occurs.
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