FeatureRequest: Add Contact Site to Advanced Filter & Ticket Detail

[DevanMorrison]

Follow up related to Ticket #24400 for an actual Feature Request. In Connectwise we can add Sites under the initial Company. This allows you to have individual sites underneath the main company. For our purposes this would be the primary School District as the Company. Each building maintained by the School District would then be a Site in Connectwise (IE Company = School District A, Sites= Elementary School, Middle School, Secondary School, District Board Office, etc.).

With this, Contacts can be tied to an individual site on the Contact Tab underneath each individual contact. With this it basically ties that contact, it’s tickets, etc. underneath that Site, and then all the way up to the Company.

Furthermore, this is actually a filterable / searchable item from the Connectwise Service Board as well.

The purposes of collecting & coding this information would be to essentially tie labor & workloads to individual buildings & dispatch resources easier. For example, I can see if we’re having issues at a Company at just an individual Site, or multiples. Furthermore on reporting metrics we can take it further and see which Sites use more resources than others. In a simpler measure we can also use this to dispatch technicians & resources easier. For example, I could advise a technician to go to that Company & that Site & filter their tickets down to that list.

In Desk Director we would be looking to implement 2 things:

1. In the DD Tech Portal under the advanced filter, we would like to be able to add the Site as a filter underneath the Company filter to drill down even further on this screen.
2. Under Ticket Details, we would like a way to present the Site for the Ticket Owner, and select the site if available to select the site this staff member is located at. If it is NOT able to be selected, as long as we have the ability to see it, we’re ok here – from this bit we can open Connectwise & tag this contact to maintain this Site matchup in the future for all future ticket submissions.

Let me know if you need images/graphics/etc. for this request or further information. This ticket would be a high priority for us after the CSAT ticket from earlier this year. This bit as we approach the busier season would be of monumental help with us dispatching resources & allocating technician timelines each day.

Thanks!

[DevanMorrison]

Adding additional feedback to this item. The "Site" capability is added natively to Service Tickets in Connectwise, and from the same module used to pull the contact's company, contact name, phone number, and other contact info. This would essentially be pulling the a further field, and then if possible adding the ability to filter off of this field

[DevanMorrison]

If possible this ticket is becoming a high priority item for us.

We are onboarding a new Company with a campus layout that has 16 different buildings and an estimated ticket load of ~40 per day just from this one client. We need a way to denote which building a ticket falls under to help with resource assignment, and also from a data perspective to break down ticket data better.

We envision using the Contact Details / Site field from Connectwise to pre populate contacts in Connectwise with their respective sites. This would then display along with other client details in the Ticket Detail pane.

It would also be helpful to be able to filter Sites from the DD Tech window as well to filter ticket lists to selected buildings, almost akin to how multiple companies can be filtered.