This article explains how to configure the Email Connector in ConnectWise Manage so that automated Unblock Requests from Zorus are routed to the correct company board.
Why This Helps
The Zorus service automatically generates an Unblock Request email when a user attempts to access a blocked domain. The email subject line follows this format:
{Customer Name} Requests to Unblock Domain
By setting up an Email Connector rule, ConnectWise Manage will recognize the company name in the subject line and automatically route the ticket to the correct board.
Steps
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Go to Setup Tables
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In ConnectWise Manage, navigate to:
System > Setup Tables > Email Connector
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Open Your Support Email Connector
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Locate the connector tied to your support email where Zorus sends Unblock Requests.
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Open it and scroll all the way to the bottom.
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Create a New Problem Rule
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Add a new rule for these requests.
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For the rule name, enter:
Company Request -
For the problem, enter:
Requests to Unblock Domain
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Configure Routing and Priority
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Set the service priority as needed (e.g., Medium/High).
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Assign the rule to the correct company board.
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Save Your Settings
How It Works
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When Zorus sends an Unblock Request email with the subject line:
{Customer Name} Requests to Unblock Domain -
ConnectWise Manage checks the company name in the subject.
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If the company name matches exactly with the company record in Manage, the ticket is automatically routed to that company’s board.
Notes
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Exact match required: The company name in the subject line must match the company name in Manage.
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This process ensures that Unblock Requests flow seamlessly from Zorus into ConnectWise Manage.
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Although not part of ConnectWise’s official documentation, this method has been tested and proven effective.