No More Neglect: Stop Tickets Falling Through the Cracks

A ten-page guide TopLeft wrote in 2020, when it supported ConnectWise PSA and Autotask PSA.

It starts with a threshold for each ticket status: how many days a ticket can sit with no activity before it counts as neglected. It then shows, step by step, how to build a report in each PSA that lists the tickets past their threshold, and how to record that count every day or week. The last pages cover who checks the report and how often (service managers, project managers and technicians), and how a TopLeft board flags the same tickets.

Download the PDF (10 pages, 4 MB)