Feature Requests

This would help us get to more details on the ticket quickly and update / close it.

Would love to be able to see ticket Source when looking at a Thread in Inbox.

Sometimes, in a time entry, the work type will be blank, which causes issues with billing. Having this be a required field would reduce these issues

Request to restore and enhance the Swarm mode pop-up in Thread Inbox. When a ticket sits in listening mode for more than 5 minutes after being picked up by a technician, the system should alert the team. Enhancement requests include: (1) ability to set custom notification sounds for Swarm alerts, and (2) an option to display Swarm status or alerts directly in the Teams View for better visibility and response coordination. This will help ensure no chats are left unattended and improve team responsiveness.

A Ticket # search box that is always in the same place in Thread Inbox to make it super easy to jump to a ticket just by typing the ticket number.

We would like company numbers to show up for all companies, alongside direct and mobile numbers, in the contact details within Thread. This would reduce the need to switch back and forth between ConnectWise just to pull the company number, streamlining our workflow and saving time for our team.

It’d be great to have column titles with sorting options in Views. Plus, the ability to add and remove columns and the ability to expand and move columns around would make it even more flexible!

Having the Search button on the left side in Views, as it was in Channels, makes it much quicker and easier to access. All other core Thread functionality is grouped on the left, so this placement is consistent and convenient. The current position on the far right is less efficient and disrupts the workflow.