Feature Requests

Can the knowledge base list the ticket #'s that are related to the article?

Elle would like the ability to add extra space between lines in Triage Agent responses when using custom prompt instructions. Currently, even with extra line breaks or Markdown formatting, the output remains tightly spaced, making it harder to read. Improved formatting options (such as adjustable line spacing, paragraph breaks, or support for additional Markdown/HTML) would help partners create clearer, more readable messages for end users and technicians.

Having all ConnectWise PSA email attachments visible in Thread chat would help my team and clients avoid confusion, especially since we haven’t fully switched to Inbox and many team members send emails through Thread. Improved visibility would streamline communication and ensure important files are accessible directly in chat, reducing the need to check multiple platforms.

Our partners would like to request a feature that enables Workspace Admins to view and export a detailed audit trail for the Messenger app. This should include: All changes made to Messenger app settings within a specified date range Identification of which users performed each change Ability to filter logs by date and type of change Export options for audit logs (CSV/JSON)

We need the ability to turn off email source for triage agent per client and only keep Thread Messenger source turned on.

Our partners would like Contact Intelligence to automatically pull and display asset/configuration information directly from their PSA. This will ensure each user’s profile accurately shows devices and assets assigned to them, eliminating manual confirmation and preventing incorrect associations.

Currently, Voice AI tells callers it will get an update on a ticket, even when this feature is not set up or available. This causes confusion and provides misinformation to callers. We need Voice AI to only communicate actions it can actually perform, and suppress or customize update notifications when update retrieval is not enabled. This would improve caller experience and reduce confusion for both users and support teams.

When a ticket is emailed in clients will often put critical information in the subject line and sometimes stuff their entire problem into the subject. It would help streamline technical support if we could have the email subject automatically added to the initial description. This can lead MPS reaching out to the wrong user or not understanding the issue. Example Subject: Help Tom can't send emails because he accidentally deleted outlook from his computer and now, he can't send emails because he doesn't have outlook. Body: [empty] Magic Title: Install outlook. Initial description: [empty] Future State Initial description: Subject: Help Tom can't send emails because he accidentally deleted outlook from his computer and now, he can't send emails because he doesn't have outlook. Body: [empty]

When Voice AI generates a ticket for a call, it currently only displays the caller’s phone number in the summary when the number is shared across multiple contacts. This causes important user-provided information, such as their name and location, to be omitted from the call summary and notes. The request is to enhance Voice AI so that relevant caller details are captured and included in the internal summary and notes, even for calls from shared phone numbers, to ensure better context and accuracy in tickets.

A button that can be embedded in PSA automated messages that links directly to the specific ticket chat in Messenger.