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ConnectWise Integration - Common Issues

Niamh Ferns Updated by Niamh Ferns

Emails & Notifications

"Ticket Description missing on emails generated by ConnectWise."

Variables like [fullticketdetails] and [fullticketdetailsformatted] will not be populated by ConnectWise for new tickets logged in DeskDirector. This is unfortunately an API limitation with ConnectWise. You can find more detail and explanation on this GitHub thread.

As a workaround, a flag is available in DeskDirector to ensure that these emails include a ticket description. Open your Admin portal and head to System > Feature Configuration > Tickets and enabled the Ensure ticket created email contains ticket description setting.

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Tickets & Chats - Common Issues

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