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Sondela Consulting

Chris Timm, Founder

PSA workflow simplification from a former MSP owner and Autotask consultant, author of PSA Profitability.

Works with: Autotask; ConnectWise; HaloPSA

Chris spent 20+ years optimizing MSP workflows in PSA and RMM platforms, first as an MSP owner and then as a consultant at Autotask. He wrote PSA Profitability: improve MSP profit by leveraging your PSA, and he specializes in taking complex PSA workflows and making them simple.

Chris Timm on simplifying PSA workflows

Intro · 11 min

Joint webinars

PSA setup for MSPs: queues, statuses and Kanban in Autotask and ConnectWise

Webinar · November 2020 · 1 hr 1 min

Webinar on setting up queues (boards in ConnectWise) and statuses in the PSA so they work well on a kanban board. Chris Timm of Sondela Consulting, a UK-based PSA consultant and author of PSA Profitability, teaches mostly from Autotask, with Matt Fox of TopLeft adding the ConnectWise side and a kanban demo, followed by audience Q&A.

Chapters

0:00Intro and speakers
4:37Keep queues simple
9:11Triage and monitoring alert queues
12:14ConnectWise boards and workflow rules
16:50Queues versus statuses
20:22Kanban board demo
24:56Triage queue questions and card sorting
32:35Automations for new tickets and spam
36:14ConnectWise statuses and closing tickets
39:50Autotask reopen prevention
41:52Ticket categories to limit queues and statuses
48:28Kanban setup, thresholds and sync
54:34Autotask tabs and docked time entry
57:06Book, roadmap and demo

Work with Chris

PSA workflow simplification from a former MSP owner and Autotask consultant, author of PSA Profitability.

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