Feature Requests

Today the ROI Calculator sits on the AI Ticket Triage Overview dashboard, above the widgets teams use day to day. Every time the page is refreshed, users have to scroll past it to get to the triage data. The ROI Calculator is mainly useful when evaluating the app, not in daily operations. Request: move the ROI Calculator to a separate ROI dashboard in the app's dashboard dropdown, so the people who need it can open it there and the Overview shows the operational data first. Note: the ROI Calculator is also where the Manual Triage Parameters are entered for Hours Saved Per Week and Cost Saving Per Week, so those parameters still need a place to be entered.

The situation When you build or update a dashboard, you open one widget after another to edit it. The AI Chat panel opens on its own every time a widget opens for editing. What is missing today There is no setting to turn the AI Chat panel off, and minimizing it does not stick: it opens again on the next widget you edit. If you are not using AI Chat at that moment, you end up minimizing it over and over. The request Once you minimize the AI Chat panel, keep it minimized on the next widgets you open for editing, until you open it again yourself. Or let users turn it off. The outcome You can edit widget after widget without the panel opening each time, and AI Chat is still there when you want it. Options today, if you need this now Minimize the panel each time it opens.

The situation Some technicians need a different set of priority rules on certain days, on a rotating basis. For example, a technician who is on-site at a client for the day should get that client's tickets first, and other tickets after that. What is missing today Each technician has one assigned NextTicket template, and only an admin can change it in User Management. To use different rules for a day, an admin has to change the technician's template in the morning and change it back at the end of the day. nt-filter lets technicians change their filter from Teams for a set time, but a filter changes which tickets are included, not which ones come first. The request An nt-template command in Teams that works like nt-filter: the technician picks a template and a start and end time, and NextTicket goes back to their default template when the time is up. An admin setting turns it on or off, like the "Allow technicians to set a temporary filter" option.

Allow the Agent Platform to use AI models hosted in the MSP’s own Azure tenant (e.g. an Azure OpenAI deployment) instead of MSPbots AI credits, so AI usage stays within the MSP’s Microsoft environment. The same request has also come up for AI Ticket QA.

A help desk manager who also coordinates dispatch wants a real-time dashboard, possibly on an office TV so the team can see it too, showing what NextTicket is prioritizing right now: for each technician, the tickets NextTicket would hand them next, in order, with their points. What is missing is a way to get that live queue out of NextTicket: NextTicket calculates points at the moment a ticket is requested. The points of the tickets still waiting in the queue are not saved, so a dashboard has nothing to read. The Next Ticket Dispatch Scoring dashboard records only the tickets that were dispatched, with their score at that moment. It is a history of dispatches, not the current queue. The request: Make NextTicket's current queue available to dashboards: per technician, the tickets in the order NextTicket would hand them out, with their points. Keep it current, so it can stay on screen and be acted on. The outcome: the manager and the team see at a glance what NextTicket will hand each technician next, without opening NextTicket one technician at a time. Options today, if you need this now: Filter Preview (admins only): select a technician on the NextTicket page, open the filter's settings and click Preview. A pop-up lists the tickets in that filter, sorted by points from high to low (up to 250). It is a manual check inside NextTicket, and if the filter returns more than 250 tickets, an alert email goes to the technician and the admin. Next Ticket Dispatch Scoring dashboard (NextTicket for ConnectWise Manage): every dispatched ticket with its score at dispatch, filterable by member, with a rule-by-rule breakdown. It shows tickets once they are dispatched, not the ones still waiting. Worth knowing before voting: points follow the filter and rule template assigned to each technician, so the same ticket can score differently for different technicians. That is why this asks for a view per technician.

When one report serves all your clients, you pick the client with the company slicer. Export the PDF and you get that client's report, and "Show Slicers in Exported PDF" can hide the slicer. Sometimes you want an online link instead: generate it for one client, present from it, then pass the same link to the client. What is missing is a way to tie a shareable link to a client: Share > Shareable Link only offers a time limit (No Time Limit / Customized Time). There is no setting to tie the link to a client. In a scheduled report, the Save Slicer switch (which controls whether recipients can change a slicer) is not available for the company slicer. The request: When generating a shareable link (from Share, or in a manually sent scheduled report), lock it to the client currently selected in the company slicer. Anyone opening the link sees only that client's data, with no way to switch to another client. The outcome: one report for all clients, and a per-client link you can generate on demand and hand to that client as is. Options today, if you need this now: Export the PDF per client. It is not interactive. Client Portal (ConnectWise and Autotask): it can be set up so each client logs in and sees only their own company's data. Each client needs a portal account; it is not a link. Trade-off worth knowing before voting: the link would still be a public link. Whoever has it can see that client's data until it expires or is revoked.

The situation An average hides how consistent the work is. Two ticket types can share the same average completion time while one is predictable and the other ranges from an hour to several weeks. To answer "are we getting more consistent?" or "which work has outliers?", you need to see the distribution, not one number. What that costs today None of the widget types draws a distribution. Grid, Pivot Table and Card Number summarise each group into single values, and Scatter compares two measures. So teams export their PSA data to Excel and build box plots by hand, every reporting cycle. What we would like A box plot widget type, based on the boxplot charts in the eCharts library that MSPbots widgets are built on: One box per group, such as ticket type, subtype or item: the box spans the 25th to 75th percentile, with a line at the median (ideally with the mean marked too) A choice of whisker rule: to the minimum and maximum, or to 1.5 × the interquartile range with points beyond it drawn as outliers Several boxes side by side within a group, for example one per month or quarter, so you can see whether the spread is shrinking over time Hover shows the numbers behind each box: minimum, 25th percentile, median, 75th percentile and maximum Who this affects Anyone reporting on time-based service metrics, such as completion time, resolution time or first response time, who needs to know not only how fast the team is on average but how consistent it is.

To show the same dashboard filtered differently on different TVs today, you have to build a separate dashboard per value and clone every widget into it. Adding one widget means repeating the work once per dashboard — one client is doing it five times or more for every change. What is missing is a place to attach a filter value at publish time: A rotation entry (Settings > Device Manage > device > Edit > Dashboard List) holds a dashboard, not "a dashboard plus a set of filter values". A slicer's only static value is its load-time Default Value, and in TV mode the slicer falls back to the dashboard's original setting rather than keeping what was selected. The request: When publishing a dashboard to a device, choose which slicer value that device shows — publish to the "Tier 3" screen and it shows Tier 3 only. Allow the same dashboard into one device's rotation several times, each with a different value — so a single screen can cycle through three service boards while you maintain one dashboard. The outcome is one dashboard and one set of widgets instead of one per value. Trade-off worth knowing before voting: with a single dashboard, every screen shows the same widgets in the same layout — only the data changes. Existing per-value dashboards would need to be rebuilt once.

Today, pointing an existing widget at a different dataset only works when the new dataset has the same column structure as the old one. If the structures differ, the widget has to be rebuilt from scratch. Requested behaviour A replace option next to the dataset selection in the widget builder. After the new dataset is selected, a field-mapping screen opens, letting you map the old fields to the new ones — and the mapping then automatically updates everything in the widget that referenced the old fields (filters, sorting, grouping, calculated layers, conditional formatting), not just the displayed columns. Why it matters — this is not only about switching PSA switching from one PSA to another (e.g. ConnectWise → HaloPSA) swapping one integrated tool for another — for example moving between CSAT tools such as Simplesat, BizRatings and SmileBack replacing a templated dataset with a custom one moving from one dataset or dataset version to another (e.g. a SQL-based dataset to an API-based one) In each case the widgets themselves are unchanged in intent — only the field names behind them move. Rebuilding every widget by hand is the part that costs time.

You can create custom chat commands today, but they can only return a message — they can't set an attendance status. That means a custom wording like "heading out" or "to client" can be recognised but won't actually clock anyone in. Custom commands should be able to drive the same attendance actions the built-in commands do, so teams can use the wording that fits how they actually talk.