Feature Requests

Client wants to add an additional QuickBooks Online instance to our integration. However, our current system allows only one single instance for one integration.

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.

Description: The customer is requesting an enhancement to the date range selection options in the platform. Currently, the available options for selecting quarters align with the standard calendar quarters (Jan-Mar, Apr-Jun, Jul-Sep, Oct-Dec). However, their organization follows a different fiscal year structure (Nov-Jan, Feb-Apr, May-Jul, Aug-Oct). Use Case: The customer utilizes multiple widgets to track performance metrics and frequently compares data from the last fiscal quarter with the current fiscal quarter-to-date. Since the system does not recognize their custom fiscal quarters, they must manually update date ranges, which adds administrative overhead and increases the risk of errors. Requested Enhancement: Enable users to define custom fiscal quarters within the platform. Provide options to filter data by "Current Fiscal Quarter," "Last Fiscal Quarter," and "Previous # of Fiscal Quarters" based on the user-defined fiscal calendar. Business Impact: This enhancement would improve accuracy and efficiency in reporting by ensuring that widgets always display data for the correct fiscal period. It would also reduce manual effort, improving the overall user experience.

Some technicians occasionally jump into another group’s queue to help with tickets (e.g., Alpha team assisting Bravo). Allowing technicians to manually select a filter would be more efficient. This way, they can choose the group they’re assisting that day rather than being limited to assisting one or all groups. It would be great if there was a way to achieve this functionality via the web interface (e.g., dropdown) and via Teams (e.g., command). If the tech chooses to help another team, they select that team’s filter and it removes whatever filter they are currently assigned to. We don’t want both filters operating at the same time. Upon completion, they would select they’re normal filter OR perhaps it resets to what is configured in User Management at midnight. I’m just throwing ideas out.

We'd like to add a Last Updated field, but we couldn’t find it in the Dynamic Token list. Additionally, we noticed that the existing fields in the message don’t appear in the Dynamic Token list, which makes us think they might not be tied to the standard Next Ticket tokens. If possible, could you add the Last Updated field? If not, could you help us identify the correct token for it so we can add it ourselves?

I made a change to remove the User role and just assign the NextTicket User and Bots only role to the techs. That change removed their NT license which seems counterintuitive.

We are requesting support for custom aggregate calculations. A specific example provided is an aggregate function that removes the maximum and minimum values in a column and calculates the average of the remaining data. This feature would allow users to address scenarios where outliers significantly impact results.

Now "Ticket deleted" webhook functionality for Halo has been added in the back end. It doesn't display in the front end page. Now it should be display details in the front end page.

The dataset we are using doesn't really reach that far back for some of the options We don't want clients playing with options that don't have data in them.

The report shows all the slicers which is irrelevant for the report - this is only useful for creating/configuring the report - not consuming the report by the customer. Is it able to add an option to hide them in reports?