As a ConnectWise Manage user for Messenger submitted threads, I would like the customer problem description to be included as the "initial description" in ConnectWise so that the first note on the ticket does not become the initial problem description
In ConnectWise Manage, there is a board-level setting that you can enable to configure it to automatically set the first note on the ticket as the ticket initial description if no description is set during ticket creation. We want the initial description on the ticket to echo the ConnectWise ticket summary, i.e. the customer problem, when a customer contacts us from Messenger so that it doesnt set our first reply as the initial description.
marked this post as