Feature Requests

We currently have two technicians on our service desk whose workload requires that they use two different filters for NextTicket – one for the first half of their workday, and another for the second half. Having the option to set a recurring temporary filter would allow me to set this change once and move on, but currently I have to manually change either their default filter or the schedule for the temporary filter each day. Relying on the technicians to specify the filter when they request a ticket is not really a viable option.

Some clients want to use client portal for their clients, so supporting SSO login from multiple MS tenants is needed

Hi Team, I want to ask if there is any option to default the number of rows per page in grid widget to 500 instead of 50. If this option is not available, can we have this as feature request to select the number of rows in the widget whenever it is required depending upon the data.

Please review this feature request for AI assisted Next Ticket. We need Next Ticket rules to support location when the ticket is created. The goal is to automate ticket triage so on site tickets are assigned to the correct field member based on the location or region from Nilear.

I am wondering if it is possible to allow for particular people to have a longer rejection period than others? For example, we want our SD team to reject tickets for 8 hours but our CSR team to be able to reject for 16 hours (potentially longer) - is this possible by creating a new template?

At the moment, the model evaluates each note individually and does not combine other ticket notes for context. Now we hope supporting full-thread/context sentiment

To successfully configure NT based on how Unity IT operates and implement, a rule to add points based on ‘Contract Category’ must be added in the +Add Custom Rule function.

Issue Summary: Rudy expressed concern over the high credit consumption versus the low perceived value of the Sentiment Max app. He finds the tool too aggressive in labeling standard technical troubleshooting as "negative." Detailed Context: Accuracy: Rudy noted that while the AI is excellent at identifying "Positive" and "Awful" (angry) sentiments, it struggles with the middle ground. It frequently categorizes neutral tickets as "Negative" simply because a problem is being described or an exclamation point is used. Consumption: The client "burned" ~4,000 credits in 30 days, but only found ~121 interactions (the outliers) to be actionable. Value Gap: As a result, the client is currently weighing whether to disable the module entirely because the "noise" makes it difficult to use as a proactive management tool. Request: Can we review the "Neutral vs. Negative" logic specifically for MSP technical notes? Rudy is willing to provide specific ticket samples to help the team distinguish between a "technical problem" and a "customer service problem."

1.Auto -Trigger Email: Once AI Ticket Triage completes the Triage setting, the system should support automatically sending a predefined acknowledgment email to the requester 2.PSA Time Entry Write-back: This automated email must sync back to ConnectWise Manage and generate a Time Entry with an accurate timestamp.

To which integration/function area is this feature request related? Next Ticket Description of your requested feature We'd like to be able to create within the same template a rule for night shift members and another one for the resources who works during Office hours. How is this important? Right now, the only available options are Business hours or Hours. When a rule is configured for business hours, our night shift members gets a timeout when requesting a ticket. To avoid the problem, we configured a rule based on Hours only which is against our SLO agreements with our custumer during business hours.