Bugs

Recently a feature was added to let users pause the timer in Inbox. This feature seems to be currently bugged. When starting the timer, pausing it and waiting for some time, then un-pausing and tracking your time, it will track time for the whole period since you started the timer, as if it was never paused. For example, to test I started a timer, waited 15 seconds then paused it. After waiting 30 seconds I started the timer again and tracked time after 15 seconds. It should have tracked 30 seconds, but it tracked the full minute instead.

Spacing/ line breaks in message sent from Autotask does not look good in Inbox

In the inbox desktop app it deletes the reply when using the timezest integration, on the web portal it doesn't. Please fix to not delete the reply and instead add the timezest inline.

Impact/Severity list the options for Priority/Urgency and not Severity, effectively treating Impact and priority as the same thing. This really should be fixed as these are two separate things that often go hand in hand.

When a member is added to a ConnectWise 'ticket', users can remove that member by either: Marking Done Trash Can As a user, I'd prefer that members are removed via the Mark Done path. Marking Done allows the member to roll off the thread while still preserving the assignment history. Having this audit trail allows techs to more easily review which members helped resolve a thread when similar future ones emerge, among other use cases.

When either closing old tickets or receiving new tickets, I've repeatedly noticed that the red unread/notification badge next to channels and inboxes will retain their previous count. Only by refreshing the inbox or navigating out of and then into another channel do they update to the correct count.

Sending a snippet by email adds an additional line break, so the formatting is off

Case: tickets are created via email from our answering service. The ticket is not in the correct company as the answering service email is not the client's email. The ticket is created under the 'default' company, catchall. We can set the <site> (for us, much less useful), but we can not update the company.

when a customer replies to a closed ticket it opens back up as responded and is hard to find or know it is there. Also they are starting new tickets on closed chats. Once it is closed it should not be an option on their side it is very confusing