ConnectWise Incident Response Report Template for MSPs

What's Included

• Incident Summary
• Timeline of Events
• Impact Assessment
• Root Cause Analysis
• Containment & Recovery Actions
• Lessons Learned
• Prevention Recommendations

Why ConnectWise MSPs Need a Incident Report

How you handle incidents defines your reputation. A thorough incident report demonstrates accountability, shows your technical depth, and turns a negative event into proof of your value.

ConnectWise Manage Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports. However, these built-in reports are typically designed for internal operations — not for client communication. This template bridges that gap with a professional, client-ready format structured around ConnectWise's data exports.

ConnectWise is best for: Mid-to-large MSPs who need the deepest integrations ecosystem and the most granular operational control.

How to Use This Template

1. Document the timeline immediately while details are fresh
2. Assess business impact in terms the client understands (downtime, data, revenue)
3. Conduct root cause analysis using the 5 Whys method
4. Detail all containment and recovery actions taken
5. Propose specific preventive measures with implementation timeline

How to Export Ticket Data from ConnectWise

To populate this report template with real data from ConnectWise Manage, follow these steps to export your ticket data:

1. Navigate to Service Desk > Tickets or Reports
2. Go to System > Report Writer > New
3. Add desired ticket fields and date filters
4. Click Preview to generate the report
5. Click Export and select CSV format
6. Save the file for import into your report template

API alternative: Full REST API with CRUD operations on tickets, companies, contacts. SSL required, API key auth.

Why ConnectWise MSPs Need This Report

Report Writer with pre-built and custom reports. BrightGauge (acquired) fills the gap for client-facing dashboards and executive reports.

This template fills the gap by providing a professional, client-ready incident response report format that you can populate with data exported from ConnectWise Manage.

ConnectWise Strengths

• Deepest ecosystem with 300+ Marketplace integrations
• Most mature PSA with granular ticketing, billing, and project management
• Seamless automation across the ConnectWise suite

Reporting Limitations

• Built-in reports are functional but lack visual polish for client-facing delivery
• Report Writer has a steep learning curve and can't access all stored procedures

ConnectWise Incident Report FAQ