Feature Requests

Is there a way to limit who comes over in the sync? I don’t want everyone in it.

They want to update the Next Ticket error message shown during connection issues to provide clearer guidance. Specifically: When ConnectWise Manage is not connecting properly, Next Ticket currently displays: “The service is temporarily unavailable. Please try again later.” This message is too vague. Technicians tend to retry multiple times instead of escalating the issue. During a recent ConnectWise outage, a technician kept attempting Next Ticket and then worked on Alert tickets for about an hour, instead of notifying Automation or Management. This caused unnecessary delays. What the customer wants They would like the message to: Clearly indicate that this is a connection/system issue Explicitly instruct the technician to contact Automation and Management Provide clear next steps instead of simply saying “try again later” One-sentence summary The customer wants to change the error message from a generic service notification to a clear, action-oriented instruction that directs technicians to contact Automation and Management when a connection issue occurs.

NextTicket to exclude tickets based on the assigned resource’s team, even when the ticket must remain on a support board for billing/logistics reasons. Specifically: Rule (to confirm): If Ticket.Board ∈ SupportBoards (e.g., MSC-1, MTL-1, STH-1, VLF-1) AND AssignedResource.Team ∈ ExcludedTeams (e.g., Ventes, DTC, INF-1, etc.) Then RemoveFromNextTicketQueue = true. In other words: the ticket can stay on the support board, but if it’s assigned to a resource who belongs to an excluded team, it should not appear in NextTicket for the support board users.

Because we don't change ownership of tickets .. we own the ticket from the start to the finish. I'm not sure if I can tweak the NextTicket bot, and it seems like maybe the data source is hidden. After playing with the ConnectWise API, it seems the easiest way to do it is assign it to current user and then assign it back to the original ticket owner if not null.

When making changes or adding a configuration, after clicking Finish, we normally click the Save button to apply the changes to the bot, indicating that the configuration changes are final.

In the PV table, customers can directly modify configurations on the Dashboard page without saving them. Refreshing the Dashboard configuration will make it disappear, while customers need to modify configurations on the widget modification page and successfully save the widget before they can save the configuration.

Problem OneNet Global has a large number of dashboards and lacks a simple way to identify which ones are still actively used, making cleanup and organization difficult. Current limitation There is no visibility in the dashboard list showing when a dashboard was last viewed. The existing usage report is limited and not practical for cleanup decisions. Requested enhancement Add Last Viewed Date to dashboards.

Client could edit the Action Type on their end

Current Limitation: Skills Matrix entries must be created manually in the UI. This becomes very time-consuming when configuring large rule sets. Client Use Case: OneNet is preparing for a larger NextTicket rollout (targeting April 2026). They expect to create approximately 100–200+ skills matrix entries to support technician skill-based routing and ticket prioritization. They would like the ability to: Upload rules via spreadsheet or CSV Or have a backend import/API option available

Whether the AI Triage can identify if a ticket contact is C-level (CEO, CFO, etc.) based on the email signature. Users want to triage these tickets differently, making it easier for NextTicket to assign them to their P2 techs.