Feature Requests

Allow users to view Autotask Administrator ticket entries directly in the Thread Inbox Interface. Benefits: • Helps streamline workflow for Workspace Admins by providing centralized access to workflow logic details from Autotask directly in Thread. • Enhance integration capabilities between Thread and AutoTask PSA, offering users improved visibility into the workflow logic taken by Autotask directly in the Inbox UI.

Feature Request Summary: • Enable exporting of intent data to Excel to allow non-admin users to view and utilize the information efficiently. Current Situation: • Currently, there is no option for non-admin users to export or view intent data in Excel format. Benefits: • Enhance data accessibility for non-admin users. • Improve data analysis and reporting by utilizing Excel’s functionalities. • Streamline communication and data sharing within the organization.

When Axcient opens a ticket by emailing support@ - we get the ticket, but also a bounce as the agent tries to reach out to them. Then we get another ticket when the alert is resolved.

Users experience excessive email notifications from ConnectWise, including notifications for their own responses within Threads. The request aims to provide more granular control over email notifications in ConnectWise. The goal is to disable email notifications when users respond, preventing redundant messages and improving user experience. Suggested Enhancements: Implement options to customize notification settings specific to user responses. Enhance ConnectWise’s email connector to recognize and exclude user-generated responses from notifications. Provide user interface options for configuring detailed email notification preferences.

Current Configuration: •The existing closing message is a static “The ticket has been closed successfully.” Proposed Update: •Allow customization of the Triage Agent’s closing message to include a recap of actions taken and a prompt for any additional assistance. Objective: •Enhance user interaction by providing a detailed and personalized closure experience.

We’d like the Inbox app to support authentication that aligns with our Conditional Access policies. Specifically, requiring a compliant device. Currently, the Inbox app uses its own embedded browser, which doesn’t meet compliance requirements and causes sign-in failures.

More google clients are starting to use this as an alternative to Slack when they are a google client. It would be great if we could have an integration here like we do for Slack and Teams.

Due to the volume of tickets we have logged daily, the tickets usually made available in the drop down to test the Recap against are all new tickets and so it subsequently errors out during testing because "there are not enough ticket notes" to test the Recap against. It would be much better functionality to manually provide a ticket number rather than just pulling the most recent 20 tickets as with this current system, it makes the testing function useless.

I want to be able to see any ticket that is older than x Days.