What the Ticket Resource Formula does
The Ticket Resource Formula tells SmileBack how you would like your staff ("resources" in ConnectWise terminology) to be associated with reactions.
You may wish to change the way reactions are associated with resources, depending on how you manage tickets in ConnectWise Manage. Users with administrator access are able to manage this setting in SmileBack.
Changing your Ticket Resource Formula
Here's how to change the Ticket Resource Formula:
- In SmileBack, go to ConnectWise integration
- Find the Ticket Resource Formula section
- Choose the configuration that best suits the way you manage tickets in ConnectWise Manage
- Click Set Formula to save this setting
Changing the Ticket Resource Formula here will not retroactively update reactions you've already received, but will be used going forward for all new incoming reactions and also when manually reloading ticket details for a given reaction.