Feature Requests

As an MSP I would like to support my clients from their SMS.

Allow users to seamlessly transition support interactions initiated via phone, email, or chat in the RMM tool into a Thread conversation. This feature would generate a "Spool Link" that can create or populate a new or existing Autotask ticket.

MSPs often collaborate with internal IT teams of co-managed clients. To facilitate this collaboration, MSPs want to invite co-managed technicians/agents to the Thread Inbox. However, it's crucial that these invited co-managed technicians only have access to their specific company's tickets, ensuring they cannot view or interact with tickets from outside their company.

Currently, when service tickets are converted to project tickets in the Thread Inbox, they remain visible and require manual intervention to be cleared from the Inbox. The request is for a backend process or workflow enhancement that automatically removes these project tickets from the Inbox immediately upon conversion, eliminating the need for manual cleanup. Benefits: • Saves time by reducing manual resync and view toggling steps • Minimizes Inbox clutter, helping users stay organized • Prevents confusion and missed follow-ups caused by outdated ticket views

Just like in Outlook or any other inbox, you can adjust the width of the columns or reading pane to suit your needs.

Also possible for the AI to access the Chat in ScreenConnect and use that as part of time entry?

We use duo for push notifications and authenication codes and want to be able to use that with the desktop app for inbox.

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!

Ability to customize or change hotkeys for the "Beast mode" feature to better suit individual preferences—and for those gamers.