Feature Requests

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.

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.

The situation MSPs who dispatch by team, by service board, or by client group end up with one NextTicket template per group, because a technician can only be assigned one template. The number of templates therefore grows with the number of groups. In practice those templates are largely identical: the same set of priority rules, differing mainly in which ones are switched on and what points they carry. What that costs today Saving a new template creates an independent copy of the entire rule set. Nothing links a rule in one template to the same rule in another. So when a business rule changes - a threshold moves, a condition needs one more value - it has to be edited separately in every template that contains it. There is also no signal when a template gets missed. A queue can quietly end up prioritising differently from the rest, and nobody finds out until a technician notices the wrong tickets coming up. What we would like A shared rule library: one place where a priority rule's definition lives, with templates referencing it rather than each holding its own copy. Edit the rule's conditions once, and every template using it picks up the change Each template still controls, independently, whether that rule is on and how many points it carries A template can deliberately detach from a shared rule when it genuinely needs to differ Changes to a shared rule are logged, so it is possible to see what changed, when, and which templates it reached Who this affects Any MSP running two or more NextTicket templates with overlapping rules. The more technicians or service boards you dispatch across, the more templates you carry, and the more places a single change has to be repeated.

Right now a technician can run nt and get a ticket even when their Attendance status is Out, Break or Lunch. Most of the time they are already back at their desk — they just forgot to type in or back first. So they end up working a ticket while the Attendance board still shows them as unavailable, and our attendance data ends up wrong. What we would like: If a technician's Attendance status is not on-shift, nt should not give them a ticket. Instead it should tell them to update their status in Attendance first.

We want a Next Ticket filter that automatically applies to a specific technician during a fixed daily time window (6:00–9:00 AM PT) and then automatically reverts to that technician's default filter at 9:00 AM — on a recurring daily basis, with no manual action required.

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.

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?

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.

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.