Feature Requests

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

We would like to receive project tickets in Slack, Microsoft Teams and Inbox channels, with the ability to update notes as well.

Build out the mobile application for end users & partners

Description: When working catch-all tickets (or any ticket where the requester is unknown), we often know the company but not the specific contact. Currently, there's no easy way to set the company on a ticket first and then narrow down the contact from that company. Requested Behavior: Allow technicians to update/set the company on a ticket independently of the contact — with the company defaulting to its configured default contact upon selection. After the company is set, provide the ability to search and assign a contact scoped to that company, so the list is filtered down to only relevant people rather than searching across all contacts MSP-wide. Use Case / Problem Being Solved: Catch-all tickets frequently come in without a known sender. In these situations, we typically know which company the ticket belongs to before we can identify who submitted it. A company-first → contact-second workflow would: Speed up ticket assignment and routing Reduce errors from picking the wrong contact Make it easier to clean up catch-all tickets quickly and accurately Current Workaround: We have to search all contacts across all companies, which is slow and error-prone when multiple companies have contacts with similar names. Expected Impact: High — this directly affects ticket hygiene and triage speed, especially for MSPs handling high volumes of catch-all or unidentified inbound tickets.

I would like to create a channel for any ticket about to breach Response, Resplan or Resolution in 60 minutes. Filters by response, resplan and resolution all important to us. Filter by tickets that are breaching in >= 60 mins time frame may change WHY? Looking to make a significant impact on our client satisfaction. When speaking with the tech they say they are often in meets or working ASAP tickets and can't get to the responses. My plan is to have the dispatchers review and update those tickets.

Partners want the ability to block requests using wildcard patterns (e.g., support*.com) in the request blocking feature. This would allow filtering out support notification emails from reaching the ticket board, rather than having to block each address individually. Currently, only exact matches appear to be supported.

When an approval request is sent via email, the Approval Summary is AI-generated and too vague -- it does not include the actual details from the original request. For example, a request listing 7 specific SharePoint sites (Belmont Park Retail Village, Jakes 58, NYLIDC Cold Storage, Estimating, Business Development, General, and Jones Beach) only shows a generic paragraph with no actionable specifics. The approver cannot make an informed decision without this information. Additionally, the "View thread" link in the approval email does not function, leaving the approver with no way to access the full original thread for context. Requested improvements: 1) The approval summary should include the full details from the original request rather than a generic AI-generated summary. 2) The "View thread" link should be functional and allow the approver to view the complete original thread.

It would be great to color code status in views!

Line breaks in Inbox are not retained in emails in CW, so the text gets squished together when it would look better with the line breaks

Also possible for the AI to access the Chat in ScreenConnect and use that as part of time entry?