Feature Requests

We would like better handling of merged threads in Autotask so that if a ticket is merged into another ticket, it shows as the correct status in Inbox and ideally shows as merged.

Use case: adding an external vendor where they aren't setup as a contact under the company in CW.

When you close a thread/ticket, the timer may stop, but the time already logged in the Timepad remains associated with it. If the ticket is later reopened or worked on again, that time is still retained. There needs to be an inbox preference to zero-out the timer when a thread is closed.

Request for a filter in Thread Inbox that allows users to view tickets based on the amount of time entered, including tickets with zero time logged. This would help teams quickly identify tickets that may need attention or follow-up, improve time tracking accuracy, and streamline ticket management for both individual users and teams.

Currently cant read the names of the channels when its too long.

We would like an action for the IT Glue integration to pull in and link to contact records in IT glue so we can quickly jump in and get any credentials we need.

MSPs often collaborate with internal IT teams of co-managed clients. To facilitate this collaboration, MSPs want to invite co-managed technicians/agents to the Thread Inbox. However, it's crucial that these invited co-managed technicians only have access to their specific company's tickets, ensuring they cannot view or interact with tickets from outside their company.

Having a dedicated notification center and/or a bell icon with a badge that can pop open a notification pane would allow engineers to see past notifications. This is especially helpful for seeing client replies that need action or that a thread has been assigned. On macOS, this badge should also be integrated with Notification Center and the dock app badge.

Craig Wilde from Acrisure Cyber Service requests the ability to block all outgoing emails and replies from Thread to helpdesk@missionrockresidentialhelpdesk.freshservice.com . This is needed to prevent mail loops with a co-managed help desk. Enabling this feature would help avoid automated email loops and improve integration with external help desk systems.

Within a thread, "Ask Magic" will not retrieve any user contact info. This includes: Any contact numbers for the owner of the thread Any other contact that has been added to the thread Any other user at the company. It cites "privacy concerns" as the reason for this. When asked to locate contact info within the current thread, it does not until prompted with "the info is in this thread". In one instance, it provided a contact number that was not present at all in the current thread (or anywhere else). Given that the information is already there, we should be able to retrieve it.