Feature Requests

Partner is requesting the ability to create a blank/unscheduled schedule entry (no date, no time) on a ticket in Thread, equivalent to the "Assign Me" button functionality in ConnectWise Manage. This is needed to maintain ticket ownership with a technician while the ticket is in a Waiting state, without requiring a specific date or time to be set. This is a native feature in ConnectWise Manage, and the partner's goal is to have their team operate entirely within Thread rather than switching back to CWM for this action. The request is tied to a custom Skill the partner has built that syncs the most recent time entry with the open schedule entry on a ticket, then creates an unscheduled placeholder entry to retain technician ownership. The Skill is blocked at step 6 due to Thread requiring a date on all schedule entries. Skill logic for context: Get the current ticket's internal_ticket_id from context. Fetch the most recent time entry and note its start/end time and technician. Fetch the current open (not done) schedule entry. If found: update it to match the time entry times, then mark as Done. If not found: create a new schedule entry with those times and mark as Done. Create a new unscheduled placeholder schedule entry on the same ticket, assigned to the same technician, with no date and no time. (Currently blocked by Thread requiring a date.) Confirm back to the technician with a summary. Partner company: National IT

The current search_tickets tool filters tickets by member_id, which maps to the ticket owner/assignee field in ConnectWise. This does not reflect the Resources & Meetings schedule entry layer, where multiple technicians can be assigned to a single ticket with individual done/not-done flags per resource. The Problem: When a technician runs the "Plan My Day" skill, their plan is built from tickets they own, not tickets they are actively working. This creates two failure modes: False positives — Tickets appear in a tech's plan where they are the owner but have already been marked done in Resources & Meetings (another resource is actively working it). False negatives — Tickets don't appear in a tech's plan where they are an active, not-marked-done resource but are not the ticket owner. Requested Capability: A tool or filter parameter that allows querying tickets (or schedule entries) by: Member ID = the resource assigned in the Resources & Meetings tab Marked Done = false (active, not yet completed) Ideally this would be exposed as either: A new list_schedule_entries tool that returns tickets with active resource assignments for a given member, or An additional filter on search_tickets such as active_resource_member_id that queries the schedule entry layer rather than the ticket owner field. Impact: This would significantly improve the accuracy of the Plan My Day skill and any future workflow automation that depends on knowing who is actively working a ticket vs. who merely owns it.

Add support for scheduled resources without an assigned technician to appear in Planner and related notifications. Currently, Planner only displays entries tied to a specific person's calendar, so scheduled work with a date and time but no assigned technician is invisible in Planner and Inbox views. This creates challenges for larger MSPs and 24/7 teams where work is scheduled before the responsible technician is known. Showing unassigned scheduled resources would improve visibility into upcoming work, support resource planning, help prevent missed tasks, and allow teams to fully utilize Planner even when assignments are made later.

Currently, adding members to the planner requires clicking each person individually every time. It would save significant time and reduce the risk of accidentally leaving someone out if we could create preset teams (e.g., L1, L2, L3) that can be selected as a group. Instead of manually selecting each member every session, users could simply choose the relevant team and have all members selected automatically. This would streamline the planning/dispatch process and ensure consistency across sessions.

When scheduling a thread in the Planner, allow multiple technicians to be assigned as resources at once, rather than requiring each one to be added individually. This would significantly speed up scheduling workflows, especially when managing large queues of unscheduled threads.

Users are experiencing duplicate calendar events when TimeZest appointments sync between ConnectWise Manage and Outlook via the Planner integration. The duplication occurs because TimeZest writes the event to ConnectWise, and the Outlook sync then adds a second entry when technicians accept the calendar invite from the confirmation email. This results in two entries for the same appointment with different subjects. A workaround exists by disabling the calendar invite attachment in TimeZest email notifications, but users prefer to keep the invite enabled for safety and confirmation purposes. The requested feature is an improvement to the integration that prevents these duplicate entries while maintaining current notification workflows.

It would be great in Planner if we could select one of our Team's from the list in planner. This would help our team streamline their work and jump between teams and filters. I think the pre-outlook sync had this ability.

The tickets in Planner should use the PSA Icon and not default to the Outlook Icon this would help our team know what is coming up at a quick glance.

Frequently events in Planner get missed internally because they don't really pop out at you like they do in outlook while in the app itself, it would be nice if they got their own notification entry much like new ticket notifications or error messages do to be more in your face about upcoming events

Add the ability to choose and set the schedule status (e.g., Firm, Tentative) directly within Thread Planner when creating an appointment. This would allow users to override the default status configured in ConnectWise Manage without having to manually adjust it later, preventing conflicts with tools like TimeZest that may override tentative bookings. Providing this control during scheduling would improve workflow flexibility and support smoother adoption for partners.