Feature Requests

Inside of ConnectWise Manage, at the top of every ticket you can see the line formatted as: Service Ticket #[number] – [summary] It’s great that within Inbox we currently have options to copy: The ticket number only The thread link A link to Manage However, when trying to discuss a ticket with someone outside of Inbox, it’s often helpful to have both the ticket number and summary together for context. Example of desired output: Service Ticket #1542233 - Request to Add New Ticket Closure Statuses in Accounting Board Not everyone is near a computer or has access to Inbox or Manage, so having an easy copy option for ticket number + summary would provide context in messages, Teams chats, and emails—making communication about tickets much clearer.

Please add the ability to search on Contact Location and Title. This is needed so that we can use Super Magic to surface the correct Contact for a ticket where we have a large customer with many Locations and we need to know which Contact is the General Manager for a specific Location, for example.

Partner would like the ability to view and manage project tickets directly within Thread Inbox. This would assist in scheduling of tickets and improve how their service team works, making them more efficient overall.

Partners need to see every email address copied on a ticket directly in Thread, even if they're not saved as contacts in the PSA.

ConnectWise has the ability to override the default Work Type on a per-ticket basis, but editing the ticket properties in the Finance tab. Then, when any time entry is added in ConnectWise, it will switch to that work type by default. This can be helpful for a variety of reasons. This is not currently picked up by inbox or TimePad to select the Work Type, and would be awesome if it could do that.

Right now our phone system sends a link that corresponds to a Thread when a user calls in for support. This link is a normal HTTPS link. I would like to be able to open these within the threads app instead. For example, John calls in, and enters ticket 330444, this performs a database lookup (we do this on our side) and we find that the thread ID is 94099483. Right now, we prepare a link and send it to the person answering the call: https://inbox.getthread.com/consteversations/94099483 which of course opens in their browser. What I would like to be able to do is have that link be something like threads://94099483, which would open threads and pull up that Thread ID .

Right now, views in Inbox only show up to 99 tickets in the queue, but it’d be super helpful to see the actual number right away—maybe up to three digits.

Should add the option to add an internal note to a time entry in the timepad. Useful for things like needing to bill for something else or that there was some struggle and a discount might need to be applied.

Have the ability to directly edit Al-generated responses (like brief notes or time entry text) within the interface using an edit button, rather than having to copy-paste content between windows or re-prompt the Alto make minor changes.

Have an indicator showing how much of the context window is being used. This would alert users when they're approaching the limit so they can start a new chat before important context gets cut off, rather than discovering mid-conversation that earlier information has been lost.