Add the ability to send a hyperlink via a flow
Currently, there is no way to add a hyperlink when creating a thread
Default option for "send to customer" on time entries
Our service team almost always wants to send the time entries to the customer. We'd like the option to set "send to customer" as a default and allow the service team to opt out when necessary.
Automatically move tickets to in progress status when replying to a thread
We would like a setting to configure an "in progress" status to automatically move threads to that status when we reply to a ticket, similar to how we can get auto assigned.
We would like to receive project tickets in Slack, Microsoft Teams and Inbox channels, with the ability to update notes as well.
The ability to have a queue for clients waiting on a technician. And an automatic response of estimated time to connect.
After-hours chat being confusing
Chat is not “smart” enough to properly deal with chats that occur outside of normal office hours. Between “looking for someone” and starting SLA timers, the after-hours messaging is confusing for end users on both the sales and support sides. My customers are really picky sometimes and I can see us catching flack because someone waited for chat after-hours even though the top says we are offline – the bottom implies it’s still looking for someone. Hopefully this one won’t take too long to fix.
Add more options under Action PSA in Flow
Add more actions for PSA under flow to update autotask fields such as Type, Sub-type, work type