Introduction

A Service Ticket may be created by someone besides the End User who needs assistance.  The new ConnectWise Manage POD (released 3.13.2025) allows you to switch the End User that you are responding to, right within the POD.

Imagine a scenario where the office manager has emailed a ticket asking for assistance for another End User at their organization.

Prerequisites

• Tenant includes QDesk (End User Accounts) Plan
• Quickpass Dashboard integrated with ConnectWise 
  https://support.getquickpass.com/hc/en-us/articles/1500005922122-Connectwise-Manage-Integration-Setup-Guide
• Quickpass POD setup for ConnectWise Service Desk
  https://support.getquickpass.com/hc/en-us/articles/1500005980202-Add-Quickpass-POD-to-ConnectWise-Manage-Service-Ticket 

Switching User within ConnectWise POD

1. In Connectwise Manage open a service ticket that was emailed in by an end-user or created manually. Ensure both the company and contact are filled in for the service ticket and the ticket is saved.
   
2. Along the top of the POD is a Search Bar.  Click there to begin the search.
   
3. Type in any value that would return the OTHER End User's name (First Name, Last Name, Email)  This user MUST exist on the Dashboard (we do not currently support searching PSA Contacts only)
   
   
   
   
4. Select the appropriate account.
   
   
5. The actions that can be performed for THIS user will be shown on the POD
   
6. Any actions performed will be logged in the Internal Notes of the PSA Ticket with the SELECTED User (vs the user that originally submitted the ticket)
   
7. After the action was performed, the POD will return to the original user who submitted the ticket.  You can also accomplish this by refreshing the page (via browser or the CWM Refresh button).