Service overview
Your current support posture, priorities, and latest updates.
Illustrative portal data
This working service model uses representative ticket and SLA values until read-only ConnectWise PSA access is validated.
Your service desk is on track.
One priority incident needs attention; all response targets are currently protected.
Resolution target in 1h 42m
- Open tickets
- 4 5 tickets in this account
- SLA compliance
- 96.4% Rolling 30 days
- Awaiting your input
- 1 Resolution clock paused
- Resolved recently
- 1 Resolution target met
Tickets requiring attention
Ordered by customer impact and remaining SLA time.
Latest service updates
Customer-visible notes across active work.
Service tickets
Track active and recently resolved requests across the customer account.
| Ticket | Status | Priority | Owner | SLA posture | Updated |
|---|
No tickets match these filters
Clear the search or reset the status filter to see the full sample queue.
SLA performance
Response and resolution performance across the last 30 days.
108 of 112 measured tickets met their committed target.
- Within target
- 108
- Missed
- 4
- Paused
- 6
Performance by priority
Illustrative targets show the reporting model to be reconciled with PSA agreements.
| Priority | Tickets | Response target | Response met | Resolution target | Resolution met |
|---|---|---|---|---|---|
| P1 Critical | 9 | 15 min | 100% | 4 hours | 88.9% |
| P2 High | 31 | 30 min | 96.8% | 8 hours | 93.5% |
| P3 Normal | 72 | 4 hours | 98.6% | 3 business days | 97.2% |
How this becomes real-time
ServiceBridge will read ConnectWise ticket timestamps, statuses, priorities, service boards, agreements, and SLA configuration, then calculate the customer-safe view against Driven's approved operating rules.
Service activity
A customer-safe timeline of meaningful ticket changes and engineer updates.
Ready for ConnectWise tenant validation
The customer experience and vendor-neutral connector foundation are prepared. Read-only tenant access unlocks metadata discovery, ticket/SLA reconciliation, and the first tenant-backed release.
Recommended security boundary
DRIVEN CARE calls a customer-safe Driven API; it never receives PSA credentials. ServiceBridge keeps keys server-side, enforces tenant scope, removes internal-only notes, and applies one governed interpretation of SLA state.
Prepared before tenant access
Production-relevant work that does not depend on tenant credentials.
- Customer service modelTicket, update, activity, and SLA views
- Canonical ticket contractVendor-neutral identity and field model
- Correlation and duplicate safetyStable external links and idempotent processing
- Delivery resiliencePersisted retry, recovery, and dead-letter behavior
- Audit trailTraceable source, canonical, and destination records
- PSA adapter boundaryTenant calls replace one isolated simulator module
Read-only access packet
Minimum inputs for controlled tenant discovery.
- PSA host and company identifierConfirm region, API base URL, and tenant identity.
- Dedicated API member keysRead-only public/private key pair issued through Driven's approved process.
- Integration client IDIdentify ServiceBridge in PSA requests.
- Least-privilege security roleTickets, notes, companies/contacts, boards, statuses, priorities, members, agreements, and SLA configuration.
- Safe validation scopeA test company, service board, and representative tickets for reconciliation.
Read-only tenant validation sequence
The first access session is discovery and reconciliation—no ticket writes.
- Establish tenant contextVerify the PSA host, company identifier, client ID, API-member authentication, and effective permissions.
- Discover the service taxonomyRead companies, contacts, boards, statuses, priorities, and members; store tenant IDs instead of hard-coding labels.
- Prove ticket retrievalValidate list and detail reads, company/board filters, paging, selected fields, and a safe incremental-read strategy.
- Protect update visibilityReconcile ticket notes and note types, exclude internal-only content, and preserve customer-safe author and timestamp context.
- Reconcile SLA semanticsCompare agreements, SLA configuration, response/resolution milestones, and paused states against representative tickets.
- Baseline operationsCapture error shapes, throttling behavior, callback or polling options, freshness targets, and audit requirements before production sizing.
Phased implementation roadmap
Start with the service information customers need most; expand only after the read model is trusted.
- Phase 1Tickets and SLA
Ticket visibility, customer-safe status/updates, and response/resolution reporting.
- Phase 2Tenant-backed MVP
Customer identity, tenant scoping, live read APIs, freshness monitoring, and operational audit.
- Phase 3Service insight
Broader performance and engagement views defined with Operations after initial adoption.
Verified connector behavior
The protected engineering harness exercises the same contract the tenant adapter will implement.
- Normalization
- 5 fields mapped
- Delivery control
- Retry persisted
- Recovery
- Attempt 2 delivered
- Audit trail
- 6 entries retained
A controlled transient failure was isolated, recovered, and retained as correlated audit evidence. The public service portal cannot create or mutate test records.
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