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Three co-managed customers, zero manual handling

Picture of Stephen Rudakov By  Stephen Rudakov  ·  1 minute read

We’ve always said the problem isn’t just about moving tickets from A to B, it’s about what happens when real work spans multiple systems, and multiple relationships.

This week, we put that theory to the test.

CTO Steve walked through a live scenario where an MSP on ConnectWise connected to not one, but three active enterprise customers on ServiceNow. Each one with their own instance. Each one operating independently. And all three syncing support ticket automatically, with no manual intervention.

Why this matters

For most MSPs, every new enterprise client brings complexity. Even when contracts are standardised, systems rarely are. One customer might use standard incident flows. Another might have custom fields for root cause tracking. A third might require two-stage closure approvals.

Traditionally, that means:

  • Techs juggling inboxes and portals

  • Double-handling tickets between PSA and ITSM

  • Constant back-and-forth to keep both sides in sync

It adds up. In fact, just 300 tickets per month at 5 minutes each costs over 25 hours in admin - time that should be going to higher-value work.

Let's watch

In this week’s build update, Steve walks through a real-world setup:

  • One MSP using ConnectWise

  • Three enterprise clients, each on their own ServiceNow instance

  • All syncing automatically, without scripts or manual input

You’ll see tickets raised in each customer environment appear instantly in ConnectWise, with updates flowing both ways, fully automated. It’s not a proof of concept. It’s working, live, and ready to roll.

What this unlocks

This isn’t just a time-saver, it’s an operational unlock.

  • Helpdesk teams can focus on solving, not typing

  • Account managers gain visibility into every client’s activity, without digging

  • Ops leaders track SLAs across multiple customers, from one source of truth

  • Clients see faster responses, cleaner updates, and higher confidence in their MSP partner

It’s the first real step toward a smarter service relationship - one where tools do the heavy lifting, and people stay focused on outcomes.

What’s next

We’re building toward a future where MSPs can manage dozens of enterprise clients without ever switching tabs. This demo proved it’s possible - ready to see it in action?