Feature Requests

Enable bot messages to be marked as urgent or important for Teams

I want to automatically put in a schedule to a technicians calendar for a ticket accepted via Next Ticket. Sample scenario: Technician accepted a ticket via NT at 1:25 PM. A schedule should be created on his calendar for the ticket at 1:30PM - 2PM.

I am requesting for the ability to set custom calculation of utilization per tech or per team for the tech stats bot. Background: John Bowers is working more on admin/internal tasks and so his utilization rate is lower than others. Chris and Dylan wanted to exclude John from receiving the Tech Stats reviewer bot alert and instead have a separate/custom one for him. It would be good if they can set various utilization goal by teams and not just individually.

The current Next Ticket List view accessibility for Non-Admin users hinders effective adoption and undermines the application's core purpose. Specifically, allowing Non-Admin users access to the List view creates an unintended pathway for cherry-picking tickets, which directly contradicts Next Ticket's intended function of streamlining and optimizing ticket dispatch based on priority. This results in inconsistent ticket handling and reduces the overall efficiency gains the application is designed to provide.

In the NT Filter > Assigned Resource condition, add the Current User in the dropdown list selection. OSPC needs to create an NT Filter condition that excludes tickets not assigned to technicians, so they handle only tickets assigned to them or assigned to No One.

Now both actions are controlled by the same permission item

The whole slicer field is not clickable If the user doesn't know that they can click the right most part of the slicer, being grayed out makes the date range slicer looks like the user can't change it

Please add Company classifications to the available company fields in Autotask Next Ticket Custom Rules The use case is that we want time-based points (e.g.: Add x points every minute since SLA date time) to be different depending on the company classification

I know we have an option for OUT at XX:XX and IN at XX:XX. Can we add that option for WFH at XX:XX?

Pivot table widgets does not have the button to auto adjust column width from the Config tab.