The Ticket Resource Formula is a configuration option for ConnectWise Manage integration that allows you to control how reactions captured in SmileBack are associated with each members of your staff (resource) providing service.
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.
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.