Feature Requests

When multiple filters are assigned to one tech, can NT get tickets from all filters and recommend the one with the most points?

When using Teams and typing NT for Next Ticket, if the ticket is Rejected, it automatically presents the agent with another ticket. Is there a way to turn that off, so it doesn’t automatically offer another ticket until the agent types NT again? For example, if the technician requests a ticket and then receives a phone call.  They would reject the ticket as they need to answer the phone.

I seem to have both roles. Am I able to remove the User role without affecting my ability to use the platform? Because while I do use NT, I should not be fetching the next ticket every time I open the app. Often times I'm just trying to get to the utilization dashboard.

There are rules for 'SLA First Response Expiration Time' and 'SLA Resolution Expiration Time', could we have the same for 'SLA Response Plan Expiration Time'?

Hi Team, I would like to upvote the request to enhance Attendance Manager Commands by having them influence the filters assigned to technicians in Next Ticket. For example: When a technician uses the "onsite" command in Attendance Manager (ATD), Next Ticket would automatically apply a different set of filters, displaying a customized ticket list tailored to the technician's onsite status. This functionality would greatly improve their workflow and ticket management. Thank you for looking into this! Let me know if you need further details. Best regards,

Client is looking to use business hours for the Next Ticket rule 'Time In Status Based On Time Point' in the Autotask NT.

For Next Ticket, is it possible when someone rejects a ticket to have the status of that ticket be updated via mspbots?

"Last status update time" is now available in rules, but reducing points would not solve the issue when there were only a small number of tickets in the specific tech’s queue. The issue right now is there are In Progress tickets actively being worked on that are being provided to other techs Is adding the last status update to the NT filter possible? If so, how long to implement?

Add "contains" or "match "operator" in Resources. Use case: We currently have to use Equals and then in the next field we have Current User, this works on Most tickets, but not all, because sometimes there is MORE than 1 person assigned as a resource. Using the rule is only working when it is ONLY that one user, if it's that user and someone else, rule doesn't work, same with IN operator.

In Next Ticket for AutoTask Prioirty Rules, adding the options for the tag labels.