Automated Microsoft Teams Notifications for New ConnectWise Tickets Using Redis

Overview

This workflow automates the process of notifying dispatch teams in Microsoft Teams whenever new tickets are created in ConnectWise. By leveraging Redis for deduplication, it ensures only unsent tickets trigger notifications, reducing noise and improving response times.

Key Features

• Scheduled Ticket Checks: Uses a schedule trigger to periodically scan for new ConnectWise tickets.
• Smart Filtering: Custom code and Redis nodes filter out tickets that have already been notified, preventing duplicate alerts.
• Company Grouping: Merges tickets by company to streamline communication and avoid redundant messages.
• Automated Teams Alerts: Sends concise, actionable notifications directly to the appropriate Teams channel.
• Logging: Updates Redis to track which tickets have been processed, maintaining workflow integrity.

Benefits

• Improved Efficiency: Automates manual monitoring and notification tasks, saving valuable time.
• Reduced Alert Fatigue: Ensures only new, relevant tickets are communicated, enhancing team focus.
• Seamless Integration: Connects ConnectWise, Redis, and Microsoft Teams for a unified workflow.

Use Cases

• IT service desks needing real-time ticket alerts in Teams.
• MSPs seeking to streamline ticket triage and dispatch.
• Organizations aiming to reduce manual ticket tracking and improve SLA compliance.