Feature Requests

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.

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

Example Flow: 1. Live Chat Submission • Issue: Networking problem • Action: Triage Agent creates a ticket and moves it to the Helpdesk board 2. Helpdesk Escalation • Action: Ticket is escalated to the Managed Service Desk • Flow Conditions: Board, Status, Team, or Subtype • Magic AI Action: Generate ticket title & assign a specific technician 3. Managed Service Desk Escalation • Action: Ticket escalates to Engineering via a separate flow • Flow Conditions: Board & Status • Magic AI Action: Generate an escalation recap & assign to another technician or resource team Key Point: The same ticket triggers multiple flows across different boards, each performing Magic AI actions, without needing PSA Board Mapping.

Request the ability to create a Thread Flow that sends a notification (via Teams channel or email) to specific people, such as managers, when a ticket/thread that was closed more than X days ago is reopened. This would help teams quickly identify and respond to older issues that resurface, improving oversight and response times.

Request for a Thread flow that automatically compares actual time recorded on a ticket to the budgeted time. If actual hours exceed budgeted hours, the flow should assign a designated resource and notify them that escalation is needed. This would help streamline ticket management and ensure timely intervention when work exceeds planned effort.

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

I'd love to be able to append the Company ID, Contact Record ID. contact email, and company name from ConnectWise Manage when using a flow or snippet. Use case for me is Bizratings uses those fields to create surveys on-the-fly. Without them, pushing a survey for Bizratings via Thread is not clean.

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

Description: It would be beneficial to integrate a feature where emails can be automatically sent when defined criteria are satisfied within flows. Benefit: This would help eliminate any inconsistencies in communication and ensure that all necessary stakeholders receive timely updates, by having them receive an email when certain conditions are met in a flow (i.e., board type, status type, priority, etc).