Correct Company

Correct Company “assigns the correct company for CatchAll or MSP’s own tickets”. When an email reaches ConnectWise from an address it does not know, the ticket lands on your catch-all company; when it reaches one of your own mailboxes, such as a technician’s email to support@ or an alert relayed to alerts@, it lands on your own company. Correct Company finds the client the ticket is really about. To use it, tick Correct Company on a board (how). You need the Admin access level.

Which tickets it looks at

Only tickets on one of these:

• Your catch-all company: a company whose identifier or name is “Catch-all”, “CatchAll”, “catchall” or “Catch All” (case, spaces and hyphens do not matter).
• Your own company: your company in ConnectWise. Here the sender and the ticket’s contact are your own staff or systems, so Correct Company looks for the client the request is about: a company, person or address outside your company named in the text. A request that names nobody outside your company, such as a day-off request, stays on your company.
• A company your instructions name, for example “Update for Company Contoso”.

Every other ticket is skipped, without an AI call when there are no Correct Company instructions.

What it changes

The ticket’s Company and Contact, together, to an existing ConnectWise contact and that contact’s company. It changes them only when the evidence identifies exactly one contact with high confidence:

1. First from the email addresses in the ticket.
2. Only when no address finds a contact, from a company name and a person’s first and last names in the text, when the company name finds exactly one company and the person is a contact there.

It never creates a company or a contact. A greeting such as “Hello” followed by your company’s name is not evidence for your company. A vendor writing to you about your own account, such as an invoice or a renewal notice, is placed on that vendor.

When it does nothing

• The ticket is on any other company, and no instruction names it.
• The evidence matches contacts at more than one company, or a company name matches several companies.
• No existing contact matches.
• In Live, a technician changed the company or contact after the ticket arrived. The note says it was left as it was.
• ConnectWise refuses the change. The note says “ConnectWise refused the change, so they were left for a technician.”

In the note

The note’s first line lists Company → new company and Contact → new contact. Its bullet gives the previous and new company and contact, with the reason.

Steer it with instructions

Write instructions for Correct Company on Global Instructions or on the board (how). For example:

• “Emails from @contoso-mail.com addresses belong to Contoso Ltd, even when the sender’s address is not yet on their contact.”
• On a monitoring board: “Alerts on this board come from the monitoring mailbox. Match the company from the device name prefix, such as CON-PC01 for Contoso.”

Correct Company is given your company’s name and the ticket’s summary, sender, original request and email addresses. It is not given the rest of the ticket’s context.