Getting started with managing/fixing ConnectWise PSA

I’ve been working with ConnectWise for about seven years, although I haven’t previously been responsible for administering or managing it directly. In the organizations I’ve been part of, it was generally well-implemented and effectively utilized. As a result, I have a strong understanding of what a well-configured environment should look like, how it should function operationally, and where adjustments and optimizations can be made.

I recently joined a new company that has been using ConnectWise for the past year, and it’s clear the system hasn’t been set up or managed properly from the start. I’ve now taken on responsibility for correcting and optimizing the platform.

I’d appreciate any guidance on best practices for where to begin when cleaning up and restructuring an existing ConnectWise environment. Additionally, I’m currently working on configuring email workflows—specifically, routing emails sent to a client distribution list into our support service board and ensuring the client is automatically associated with the resulting ticket. Any recommendations or documentation you’d suggest would be extremely helpful.