Feature Requests

We would like to be able to use the customer reply flag and items from Connectwise Manage in our flows. I am trying to set auto-dispatching and auto-close but I need to be able to use these two parts of Manage to be able to perfect them.

It would be good to test a flow, so we know it's set up correctly and working

It would be nice if the Magic Agents would check when a client responds to a ticket so that it could auto close the ticket if the client says to do so.

Flows only have the ability to use AND and OR between statements. Normally when dealing with logical formulas like this, there is a capability to use “AND“ or “OR“ as well as “AND NOT” and “OR NOT”. I realize you can use the "=" and "!=" to accommodate this as well, however it does make the logic often much more complex and more difficult to understand.

We would like to see the addition of dispatching automation within the platform. The ability to automatically assign threads to the appropriate technician or team based on predefined rules such as issue type, priority, client, technician specialty, capacity, or historical data would greatly improve workflow efficiency. This automation would minimize manual effort, reduce response times, and ensure threads are routed to the right person or team from the start. Customizable rules for dispatching tickets based on specific criteria, such as previous interactions or technician availability, would be a valuable enhancement to optimize resource allocation.

As the app doesn't quite alert loudly or long enough, being able to auto assign chats in round robin to our agents would be helpful to ensure clients get a response from Live Chat.

This will be helpful for identifying which automations are doing different notes and actions.

It would be great to have phone extensions on the contact cards in the Inbox. We have a lot of clients who use extensions instead of direct lines.

I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket. It is important for us to be able to review a ticket to see who may have made changes to the ticket. For example, when I closed a Thread through inbox, It does not show my name on it anywhere.

We have dispatchers assign threads to techs in Inbox. Our techs want to get notified when they are assigned to a thread so they can start working on it. We want our techs to be working out of Inbox when handling threads but right now our techs dont get notified when they are assigned to a thread as the owner and it moves to My Inbox. We would like to receive a push notification in Inbox when a Thread is assigned.