Everyday Run State – ConnectWise Edition

Let’s face it—half the stress in a workday doesn’t come from the actual work.
It comes from trying to figure out what’s going on.

Did someone already reply to that email?
Was that decision made in a ticket? A chat? A hallway conversation over coffee?
Or is it floating somewhere in the void known as “verbal agreements”?

In the supply chain world, this is why we chase clean documentation and reduced handoffs like our sanity depends on it. Because every time information moves through a different system—or a different person—it’s one more chance for confusion, delay, or dropped balls.

Same goes for your PSA environment.

🧠 Here’s the Mental Load You Might Be Carrying:

If you're the one summarizing a Teams conversation into a ticket…
Or translating a client’s email for your project manager…
Or writing the same thing twice—once in Slack, once in ConnectWise—just in case someone missed it…

You're doing invisible labor.
It’s thoughtful. But it's also unsustainable.

What If You Just… Steamlined It?

Lately, I’ve been testing a simpler approach in both my own workflows and client environments:

• Forward the email directly into the ticket

• Screenshot the message and drop it into internal notes

• Copy/paste a link to a transcript (or A.I. Notetaker Summary) from a Teams conversation in internal notes

Let the original words speak for themselves. Let people read what you read. Let everyone work from the same version of reality.

🔑 Pick ONE Place for Communication

This is where most teams go off the rails.

You don’t need five tools—you need one reliable system for written communication on a ticket, project, or workflow. Whether that’s:

• 📝 ConnectWise Internal Notes

• 💬 Microsoft Teams (with message links pasted into tickets)

• 📩 Email, attached or referenced properly

Just pick one. Make it the default. Make it known. Make it easy.

If a conversation happens offline? No problem.
Just copy/paste the summary or key takeaway back into your shared system. Future-you will thank you. So will your coworker who’s back from vacation and trying to catch up without losing their mind.

🛠 Try This Today (Just 5 Minutes):

Inside ConnectWise:

• Open one ticket that’s been bouncing between multiple people

• Pick one note or conversation that happened outside the system

• Copy/paste it into the Internal Notes (with context!)

• Make a small commitment: From today on, this is where the updates live.

Your brain—and your team—deserve the clarity.

A run state isn’t just about cleaner systems—it’s about less stress, less repetition, and more trust that everyone’s got the full picture.

Here’s to smoother flow,
Monica