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Autonomous resolution in ConnectWise

Squash triages ConnectWise tickets, gathers client context, completes approved L1 work across connected systems, and writes the outcome back to the original ticket.

What Squash does in ConnectWise

  • Classify and route tickets across ConnectWise boards.
  • Run approved Microsoft 365, identity, and endpoint workflows.
  • Write notes, status, and resolution context back to ConnectWise.
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Example workflows

Common work Squash can resolve

Start with repetitive service desk work that follows a clear process. Squash gathers the facts, follows the approved path, verifies the result when possible, and records what happened in ConnectWise.

  • Identity and access

    Password resets, MFA unlocks, and account access requests

  • Microsoft 365

    Mailbox, group, license, and shared-access changes

  • Endpoint work

    Endpoint investigation and approved remediation

  • Escalations

    Exception handoffs with diagnosis and work already attempted

ConnectWise sync

Everything stays on the ConnectWise ticket

Squash works from the original request and records every action, decision, and conversation in ConnectWise. Technicians and clients can keep using the channels they already use, without new workflows or change management.

  1. 01

    The ticket arrives

    Squash triages and dispatches each new ticket, automatically updating its type, priority, assignment, and other details in ConnectWise.

  2. 02

    Squash assembles a resolution plan

    Squash gathers context from the PSA and your connected systems, then builds a resolution plan based on your runbooks, policies, and approval requirements.

  3. 03

    Every conversation stays on the ticket

    Technicians can reply in Teams or Slack, while clients continue using the client portal. Every exchange is written back to the original ConnectWise ticket.

  4. 04

    Resolve or escalate

    With technician approval, Squash can take the actions needed to resolve the ticket. When a person is needed, Squash escalates it with the context, diagnosis, and work already completed.

Your controls

Decide where Squash can act

Choose which ConnectWise tickets Squash can work on, what connected systems it can use, and where a technician must approve the next step.

Scope

Scope access by ConnectWise board, ticket type, client, and workflow.

Permissions

Control which ticket fields and connected systems Squash can read or change.

Approvals

Require technician approval before sensitive actions run.

See autonomous resolution in ConnectWise.

Tell us about your tech stack and the service desk use cases you want to explore. We’ll show you how Squash can start working with your team and your existing tools.

Schedule a demo