New from call
Use a transcript or technician notes to prepare a new ConnectWise ticket. Review the proposed company, contact, board, notes and other ticket details before creating it.
The Orchard platform add-on for ConnectWise service desks
The call ends.There’s still a ticket to finish.
Orchard Technician turns call transcripts and technician notes into ticket drafts and wrap-ups your team can review and approve.
The work is fresh.
The next call is coming.
Someone still needs to explain what happened, separate the customer update from the troubleshooting, and account for the time.
Technician gives that work a starting point: a proposed ticket with the details ready for your team to check, correct and send.
Two ways to finish the documentation
New call or existing ticket.
Start with what happened.
Wrap up a ticket
Enter an existing ticket number and add fresh context from the work. Prepare the wrap-up, choose the notes and field changes, and decide whether to include time or close the ticket.
In both workflows, your technician reviews the draft before the selected updates are written.
Draft Review Approve VerifyA clear update for the customer.
Useful context for the next technician.
Review separate discussion, internal analysis and resolution notes. Include what belongs in the ticket, and keep unresolved work visible.
Your team stays in control
The details matter.
You decide what gets written.
A useful draft is one your technician can correct. Review the proposed changes together, then approve the updates you want to send to ConnectWise.
- Ticket fields and notes
- Check catalog-backed selections and edit or exclude customer-visible, internal and resolution notes.
- Time and billing
- Review proposed hours, the member and billing classification. Include a time entry only when you choose.
- Closing and notifications
- Choose whether to close the ticket, which status to use, who gets notified and what to attach.
- The actual result
- See which writes completed and what still needs attention. Open the ConnectWise record to verify the outcome.
Start with the tickets
your desk handles every day.
Pick one recurring workflow. Compare the effort of preparing, reviewing and submitting the ticket with your current process. Look at the record quality, too: does the next technician have the context they need?
For MSP owners and service-desk leaders, that gives you a practical basis for deciding where Technician fits.
Before you bring it to your desk.
Who is Technician for?
MSP service desks using ConnectWise, especially teams spending time reconstructing calls, writing ticket notes and finishing documentation between support requests. We can review your desk’s workflow and supported setup together.
Can we start without recording calls?
Yes. You can use an existing transcript or paste technician notes to prepare a draft. For a notes-only evaluation on an enrolled Windows desk, set automatic recording to “Off for this desk” and verify that setting before opening Technician.
How does call transcription work?
Native call transcription requires a supported Windows endpoint assigned to your MSP’s Internal client, the Orchard watcher and Bridge, and configured transcription. It captures the selected microphone and system output, which can include other audio. Manual recording and automatic call detection are available; confirm recording preferences, notice, access and data handling before rollout.
Does it automatically track billable time?
Technician can propose hours and prepare a time entry. Proposed hours are not a timer measurement. Your technician checks the actual time, member and billing classification before choosing to submit the entry.
What if only part of an update succeeds?
The workflow reports completed writes, held steps and failures. A ticket may already exist even if a later note or time entry fails. Check the result and the ConnectWise record before retrying.
How do we get started?
Book a demo to discuss a representative service-desk workflow. Technician is an add-on to the Orchard platform; access and setup are confirmed before an evaluation. We’ll confirm availability, your ConnectWise setup, recording preferences if needed, and commercial terms before an evaluation.
Less to reconstruct.
More ready to review.
Bring Technician to the work that follows a support call.
Orchard Technician
Platform add-on
Scope Technician access alongside your Orchard platform agreement.
- New ticket drafts from transcripts or notes
- Wrap-ups for existing ConnectWise tickets
- Review and approve what gets written
We’ll confirm pricing, usage allowances, access and your supported setup together.