Feature Requests

Allow for rules to be set up where tickets meet a criteria, they can be excluded from further rules. eg. P1 security tickets are not retriaged when escalated. Scheduled tickets are not renamed or triaged. etc

Using the Flows, we can make rules to work on summary, board, status, etc. We don't currently have the ability to make rules based on a ticket's initial description. This would be helpful to scan for keywords such as cybersecurity related, out of scope related, or urgency detection.

The ability to prompt notifications or reminders based on tasks or custom fields on a ticket.

Add the ability to drive workflows based upon SLA progress (10 minutes left on SLA, 33% of SLA remaining, etc)

We would like to create a flow to a slack channel based on negative thread sentiment but to include the 'Why this thread received this sentiment score?' so that it's obvious and can be quickly reviewed.

We would like to add folders to organize our flows as we already have 93 flows.

Having the opportunity to trigger a flow off of a configuration would really allow some of the automations to go to another level. You allow automatic pinning of a configuration to a thread - so it seems like a logical next step.

Add a filter option in Flows for tickets that have no resources assigned in ConnectWise Manage.

As a ConnectWise shop, we would like to be able to create Flows based on the Ticket "Item" in ConnectWise. For our service board we use "Item" to differentiate between incidents, problems, and requests so that flow would be helpful in creating new channels in Inbox.