Monitor ConnectWise Manage for new tickets, pull data via REST API, and notify your dispatch team in Teams when a ticket enters the chosen status, with Redis ensuring reliable delivery.
The AI agent connects to ConnectWise Manage, queries tickets by status, and collects essential fields. It formats these details into clear Teams alerts. Redis coordinates message delivery and retries to ensure alerts arrive and are logged.
Delivers precise, timely ticket alerts to Teams based on your chosen filters.
Fetches tickets from ConnectWise Manage using the REST API based on your status filter.
Formats ticket fields (id, summary, status, assignee, due date) for clear Teams messages.
Posts alerts to a Teams channel or user with structured payloads.
Logs delivery status in Redis and tracks retries.
Supports dynamic status changes and re-notifications as needed.
Offers simple configuration to adjust filters and recipients.
Before: manual monitoring of ConnectWise tickets caused delays and missed tickets. After: automated, real-time Teams alerts reduce missed tickets and improve dispatch responsiveness.
A simple 3-step flow that non-technical users can implement.
Authenticate to ConnectWise Manage and Teams, and define the status filter.
Query the ConnectWise REST API for tickets in the selected status and collect key fields.
Post structured alerts to Teams and record delivery status in Redis, with retry logic for failures.
A realistic scenario showing timing and outcome.
At 9:10 AM, a new ticket with status 'New' is created in ConnectWise Manage. The AI agent queries the API, formats key fields (ticket number, summary, priority, assignee), and posts a message to the Dispatch channel in Teams. Redis confirms delivery and marks the notification as sent. If the Teams channel is temporarily unavailable, the agent retries and logs the outcome.
Roles that gain reliable, actionable ticket alerts.
Requires timely, reliable alerts to assign tickets without checking ConnectWise repeatedly.
Wants a centralized, auditable notification flow across teams.
Needs fast visibility on new tickets affecting their queue.
Must be alerted to critical tickets immediately for escalation.
Demands consistent notification recipients and channel routing.
Requires an auditable notification trail for ticket activity.
Key tools used inside the AI agent workflows.
Retrieves tickets by status and fields via REST calls.
Delivers structured ticket alerts to channels/individuals.
Queues and tracks delivery status for reliability and retries.
Common scenarios where this AI agent adds concrete value.
Answers to common practical questions about this AI agent.
Yes. You can configure status filters to target statuses like 'New' or 'In Progress' or any custom statuses you use. The AI agent pulls only tickets that match the defined filters and can include selected fields in the Teams message. You can adjust recipients and channels, and changes apply immediately after saving. This keeps alerts relevant and reduces noise across teams.
Yes. You can specify one or more Teams channels or individual recipients for each notification. The AI agent formats and sends a structured payload, ensuring each channel receives consistent, readable alerts. You can reuse the same template across channels or customize per-channel content. Delivery retries will apply per channel if needed.
Redis is used to coordinate delivery status and retry logic, improving reliability. If Redis is unavailable, the AI agent will attempt local retries and log results for later remediation. The system is designed to tolerate transient failures and minimize missed alerts. You can operate with Redis for full reliability or use a lightweight mode with reduced retry guarantees.
Messages include essential ticket details such as ID, summary, status, priority, assignee, and due date, plus a link to the ticket if supported. You can customize the payload to add or remove fields as needed. The formatting prioritizes clarity and quick scannability for dispatchers. You can also add custom fields from ConnectWise if required.
The AI agent will retry failed fetches according to the configured policy and log attempts. If outages persist, Redis maintains a queue of pending alerts and replays them when the API is reachable again. Notifications are not lost; a traceable history supports post-incident reviews. This minimizes alert gaps during API downtime.
Authentication is configured via secure credentials in the AI agent settings, with access scoped to the necessary ConnectWise and Teams resources. Tokens or API keys are stored securely and rotated per your security policy. Access controls determine who can view or modify notification rules. The setup minimizes exposure while ensuring reliable operation.
Yes. Each alert carries a delivery status, timestamp, and outcome, creating an auditable trail. Redis-backed logs support retries and failures, enabling detailed incident reviews. You can export or review logs to verify which tickets triggered alerts, when, and to whom. This helps with compliance and continuous improvement.
Monitor ConnectWise Manage for new tickets, pull data via REST API, and notify your dispatch team in Teams when a ticket enters the chosen status, with Redis ensuring reliable delivery.
