Nilear Changelog

Close Open Tasks Without Leaving Wrap-up

2026-10-20T00:00:00Z

Where your administrator requires tasks to be closed before a ticket is resolved, the Open Tasks warning no longer just counts them.

The tasks are listed. Each task still open under Working Notes is shown with its Done, N/A and Failed marks. A mark made here is the same as one made under Working Notes, and your colleagues see it straight away.
Undo a mis-click. A marked task stays in the list, so clicking its mark again opens it again.
Carry on. Once no task is open, Continue to "Completed" finishes the wrap-up you started. If you had chosen another resolved status, such as Closed, Use "Closed" selects it for you.

Let a Client Approve ConnectActive in Microsoft 365

2026-10-20T00:00:00Z

Microsoft lets only a Global Administrator or a Privileged Role Administrator approve the Microsoft Graph permissions ConnectActive needs. Other admin roles, such as Cloud Application Administrator, are refused. When nobody on your team has one of those roles in the client's tenant, the client can now approve ConnectActive themselves.

Get Client Approval Link. In a company's Microsoft 365 / Entra ID source, enter the client's domain and choose Get Client Approval Link. ConnectActive shows the ConnectActive Application (client) ID, a consent link for that tenant, and instructions that include the link, ready to paste into your own email or ticket. Copy the link on its own or the whole instructions. Nothing is sent from Nilear.
The client approves. Their Global Administrator or Privileged Role Administrator opens the link, reviews the permissions and accepts. A Nilear page confirms the result; they do not need a Nilear sign-in.
You finish. When the client tells you they have approved, choose Verify, then sync as usual.

The Grant Authorization step now names the roles that can approve and lists the permissions requested: Directory.Read.All, Group.Read.All, Member.Read.Hidden and AuditLog.Read.All, all read-only. ConnectActive syncs with its own application credentials and never uses the account that approved. A declined or failed approval now shows Microsoft's reason instead of an error page.

The option can be found under ConnectActive -> Companies -> select a company -> the Microsoft 365 / Entra ID source.

See Ticket Work Before ConnectWise Catches Up

2026-10-20T00:00:00Z

When ConnectWise is slow to take updates, MTX no longer waits for it to show what you and your colleagues are doing.

The new status shows at once. After Work on Ticket, wrap-up, PSR, travel or an abort, the ticket shows the status MTX is setting, in every member's Tickets and Queue tabs and in the ticket's summary, with an hourglass until ConnectWise confirms it. Filters and counts follow it. A status chosen from the Tickets tab afterwards takes its place.
The Availability Board keeps up. You are shown In Progress on a ticket, or no longer on it, as soon as you start, pause, resume, travel or finish, instead of when ConnectWise has caught up. Choosing an In Progress status from the Tickets tab updates the board the same way.
A check before doubling up. Work on Ticket on a ticket another member is already working asks you to confirm first and names them. It does not ask when you are scheduled on the ticket around now, such as a meeting or an on-site booked for several technicians; you see the usual notice that a colleague is working it.

Choose Whether Auto PSR Tickets Resume on Their Own

2026-10-19T00:00:00Z

Under the One Ticket Method, starting work on a new ticket puts the ticket you were working on into Auto PSR, shown as *PSR. When you wrap up, abort or PSR the new ticket, MTX resumes the ticket it put into Auto PSR most recently and starts its timer again.

If you would rather decide what to work on next yourself, open MTX Preferences, go to Working Ticket Method, and turn off Resume Auto PSR tickets automatically in the Auto *PSR section. Your Auto PSR tickets then stay in *PSR when you finish a ticket. Click a ticket's tab to resume it.

The setting is yours alone and doesn't change how MTX works for anyone else on your team. It is on by default, so nothing changes until you turn it off.

Rename and Delete Project Phases

2026-10-19T00:00:00Z

You can now rename a phase from a project's Work Plan, and delete a phase that is empty. Phases that contain sub-phases or tickets can't be deleted, so nothing is removed along with them. Move the tickets or delete the sub-phases first. Renaming and deleting follow your ConnectWise permissions for the project, and ConnectWise will tell you if you don't have access.

Filter the Availability Board by Status, and Find a Member

2026-10-18T00:00:00Z

A row of status chips now sits above the Availability Board. Each chip shows how many members are in that status: Working, Waiting, Inactive, Missing, On-site / Travel, Away, Off and Other. Hover over a chip to see what its colour means.

Click a chip to show only the members in that status. Click more chips to add their statuses, click a selected chip again to remove it, or press Show all to see everyone again. Selecting chips doesn't change the counts, so you can still see how many members are in each status.

A status nobody is in is left out of the row. To filter by it anyway, for example to watch who goes Off, press ⋯ after the chips to show every status, then click the one you want. Members appear as soon as they reach that status.

To find someone quickly, type part of their name in Find a member. Press Esc or the × to clear the search.

Save a Working Note as a Standard Note

2026-10-17T00:00:00Z

Write a note you will want again? Open the ... menu to the right of the note in Working Notes and choose Save as Standard Note. Give it a name and it is added to the Add Note list straight away, ready to use on your next ticket.

Standard notes are kept in ConnectWise and are shared: everyone in your company sees them in their Add Note list. By default a saved note is offered only on tickets of the same board; tick Show on all boards to offer it everywhere. Notes with images cannot be saved.

Add Phases to a Project

2026-10-17T00:00:00Z

A project's Work Plan now has an Add Phase button. Use the button beside a phase's + to add a sub-phase under it. Phases are created in ConnectWise as you, so your ConnectWise role decides who may add one.

See and Edit Your Custom Rules Behind a Nilear AI Result

2026-10-17T00:00:00Z

The results of the Nilear AI tools on a ticket now link to the rules your company added for that tool. After Polish Summary, for example, the suggested summaries offer Summary Rules at the bottom left.

The link shows the rules for the ticket's board, and the global rules that apply on every board. Nilear AI follows them on top of its own built-in instructions.

Suggest TSI, Create Ticket Goals, Split Ticket and Suggest Company / Contact link to their rules the same way. Polish Notes and Polish Email do too, and so does a New Company form filled in from the company's website (Company Profile Rules, at the top). These three tools have only global rules, as they do not run per board.

Everyone can read the rules. Administrators also get an Edit button on each section; a saved change is used by the next Nilear AI run, and saving an empty box removes those rules.

Your Own Polish Notes and Polish Email Rules

2026-10-17T00:00:00Z

You can now give Polish Notes and Polish Email your own rules, such as how to sign off or how long a reply should be. Nilear AI adds them to your company's global rules each time you polish. They apply only to your own requests.

Open them from My Polish Email rules… at the bottom of the tone menu beside Polish, from My Polish Notes rules… in the notes' AI menu, or from the Polish Email Rules and Polish Notes Rules links on a polished result. Under Your personal rules, press Edit, write your rules and press Save. Saving an empty box removes them.

Every member can edit their own rules, and only they can change them; administrators can read them on NilearX's Global Instructions page. They never replace your company's rules: where the two disagree, your company's rules win. Personal rules can be up to 4,000 characters long.

Mark Working Notes Internal or Resolution

2026-10-16T00:00:00Z

The three-dot menu of a working note in Work on Ticket now offers Mark as Internal Note and Mark as Resolution Note in place of Mark as Internal Time Note. A marked note is labelled INTERNAL or RESOLUTION.

When the session's time entry is saved, the Internal notes become one Internal Analysis ticket note and the Resolution notes one Resolution ticket note, in the order the notes appear, while the unmarked notes go on the time entry as before. When every note carries the same mark, the time entry itself is flagged Internal Analysis or Resolution and no separate ticket note is written. With Don't Record Time, each kind is saved as a ticket note of its own.

Queued Statuses with a Reason

2026-10-14T00:00:00Z

Besides Queued, a ticket status named Queued - reason, for example Queued - Follow up, now adds the ticket to MTX's Queue when a ticket is moved into it, in MTX or in ConnectWise. Capitalisation does not matter. Give such a status the Responded SLA escalation: a Waiting or Resolved escalation takes the ticket off the Queue again. Names without the " - " separator, such as Queued for Support, work as before.

Contact Details from Ticket Notes

2026-10-13T00:00:00Z

Hover over the name or picture of a contact on a ticket note to see their email addresses and phone numbers. Click one to email or call, or copy it to the clipboard. On touch screens, tap the name.

Enter Hours on New Time Entries

2026-10-12T00:00:00Z

The End Time step of the New Time Entry form has a new Hours field, so you can say how long the work took if the current time as the end time is not sufficient. Type a decimal such as 0.25 or 0.5 and the Time End is set to the Time Start plus that many hours, rounded to the nearest minute. Change the Time End instead and the Hours follow it, so you can use whichever is easier.

Hours is measured from the Time Start to the Time End, before any Deduct Hours, as in the Work on Ticket Manually Set Time window. A time entry cannot run past midnight, so Hours that would end the entry the next day are refused. A Time End set from Hours is kept when you finish the time entry, rather than being moved to the current time.

Always Ask for Status on New Tickets

2026-10-12T00:00:00Z

When a Board is chosen for a new ticket, MTX sets the Board's Default New Status and skips the Status step. Accounts that want every new ticket's status chosen on purpose can now turn on Always Ask for Status in Settings → My Tickets → MTX Interface. The new ticket then always stops at the Status step, and the Board's Default New Status is offered as a one-click Default button above the list of statuses instead of being set automatically.

The setting is off by default, so new tickets work as before until an administrator turns it on.

Exclude Product Description from Invoice Descriptions

2026-10-11T00:00:00Z

ConnectActive builds an Agreement Addition's invoice description from the product's description in the ConnectWise product catalog, the optional Top Comment and, when selected, the list of covered users. A new Exclude Product Description option, under the Top Comment of each agreement mapping, leaves the product description out, so the Top Comment alone starts the invoice description. Use it to keep a description that is specific to that addition.

With the option on, the addition's own description is not used either when the product catalog cannot be read, and ConnectActive no longer reads the product catalog for that addition. If the Top Comment is left empty, the invoice description starts with the user list. The option is off by default, so existing invoice descriptions are unchanged. The setting can be found under ConnectActive -> Companies -> select a company -> Agreements -> the agreement mapping -> Top Comment.

Set Configuration Contacts from Last Login

2026-10-10T00:00:00Z

A new Configuration Contacts option has been added to ConnectActive's Overwrite Options. ConnectActive can set the Contact on a ConnectWise Configuration to the synced contact of the user who last logged in to it.

By default this option is off, and configuration contacts are left alone. The other choices are:

Set Configuration Contact from last login when empty or inactive: fills a configuration that has no contact, or whose contact is inactive in ConnectWise. A contact chosen by hand is kept, and a departed user's machine passes to its new user once their contact has been deactivated.
Always set Configuration Contact from last login: replaces any contact that differs from the last login.

Only active Workstation, Desktop and Laptop configurations are affected, at most 50 are updated per sync, and a contact that is inactive in ConnectWise is never assigned. The setting can be found under ConnectActive -> Companies -> select a company -> Overwrite Options.

Keep Agreement on Contact/Site Change

2026-10-06T00:00:00Z

Changing a ticket's Contact or Site checks the ticket's agreement against ConnectWise's default agreement, and either sets it or asks which agreement to use. Accounts that choose the agreement themselves can now turn on Keep Agreement on Contact/Site Change in Settings → My Tickets → MTX Interface, and the agreement is kept when only the Contact or Site changes. Changing the Company always checks the agreement again, because the old agreement belongs to the old Company.

Email Notes: Email View and Text View

2026-10-06T00:00:00Z

A ticket note that arrived by email is shown the way the sender wrote it, with its formatting, tables and inline images. A new Text View link at the top right of the note switches it to the plain note text as ConnectWise stores it, for the emails that read better that way, and Email View switches it back.

Click an inline image in the Email View to open it full size. Edit Note now always opens with the note text rather than the email's HTML; once a note has been edited it opens in the Text View, with the original email one click away. Nilear Live receives the note text for new email notes.

Ticket List Column Widths

2026-09-30T00:00:00Z

You can now set the width of the columns in the ticket list. Turn off Responsive Web Design Columns in the Customize Columns dialog, then drag the right edge of a column heading. Only that edge moves; the other columns keep their widths and the list scrolls sideways when it needs more room.

Double-click an edge to return that column to its automatic width. Your widths are remembered with your column choice, follow you to the Ticket Queue and Configuration Review lists, and are cleared by Reset to MTX Defaults, which now also turns Responsive Web Design Columns back on.

Link an Activity to a Ticket

2026-09-30T00:00:00Z

An activity now has a Ticket field next to Company and Contact, like the Ticket picker on ConnectWise's Activity screen. Click it to pick a service ticket from the ticket search list: when the activity has a company only that company's tickets are offered, otherwise every company is searched. Once linked, the activity moves under the ticket and appears on its Scheduling tab, and the ConnectWise activity is updated to reference the ticket.

To detach an activity, open the ticket's Scheduling tab and click the x beside the Ticket on the activity's card. The activity keeps its type, status, notes, members and time entries either way. As with activities linked in ConnectWise, a linked activity's member counts as a resource on the ticket.

Configuration Search Columns

2026-09-30T00:00:00Z

The configuration search list - on the Configurations tab, under a company's Configurations and on a ticket's Configurations tab - now has an Edit Columns button () next to Create. Tick the columns you want, drag them into the order you want, and the list remembers your choice wherever you sign in. Reset returns the standard columns.

Every ConnectWise configuration custom field is offered as a column too. Custom-field columns display the value only; sorting and filtering stay on the standard columns.

Skip Schedule & Commit at Wrap-up

2026-09-29T00:00:00Z

Skip Schedule & Commit now asks what to do when the ticket still has schedule records that have not yet taken place. You can Keep All, Remove All, remove individual records, or cancel and return to Wrap-up.

The Keep Schedule & Commit button will now also appear for any schedule record of yours on the ticket that has not started yet. When you have none, it offers the earliest schedule record of another member, showing their name. Keeping a schedule record leaves it exactly as it is.

Non-Ticket Users on the Availability Board

2026-09-20T00:00:00Z

Settings -> Member Management -> Users now has a Non-Ticket User checkbox beside Availability Board. A flagged member shows as In during working hours with neutral styling and no idle time, and is not asked "Are you working on anything right now?". Meetings, PTO, Lunch, work location and every other status work exactly as before, and a flagged member who does pick up a ticket still shows In Progress with the running time.

Notes Filter

2026-09-20T00:00:00Z

The Notes tab of a ticket now has a Filter icon beside the Classic/Modern and sort toggles. Use it to hide Contact, Member, Internal, Discussion or Resolution notes, or to show only the notes containing a search string.

The filter is remembered for that ticket.

Contact Title

2026-09-10T00:00:00Z

The Contact selector on a ticket and on a schedule record now shows the contact's ConnectWise Title beside their name, after the phone number and separated by a ◆, so you can see who you are dealing with without opening the contact.

Exclude Boards from SLA Warnings

2026-08-29T00:00:00Z

The SLA Warning window now has a Boards control, letting you exclude boards you do not want SLA warnings for. Tickets on an excluded board no longer appear in the SLA Warning window and no longer trigger the automatic popup.

Spectator Control

2026-08-27T00:00:00Z

Allowing the creation of Spectators, schedule records with no date or time, are now controlled on their own, by Allow Spectators under Settings -> My Tickets -> Interface. It is on by default (Spectators allowed).

Spectator records already on your tickets are unaffected either way, and continue to show and filter as before.

Contact Mappings

2026-08-14T00:00:00Z

Introducing Contact Mappings – keep ConnectWise Contact Types and Contact Custom Fields in step with your directory automatically, instead of setting them by hand and watching them drift.

A new Contact Mappings tab has been added under ConnectActive -> Companies -> select a company. Map any Group, Microsoft 365 License or OU – the same list Site Mapping offers – and ConnectActive brings every contact in it into line on each sync:

Assign Contact Types: everyone in the group is given the Contact Types you pick
Remove Contact Types: or take a Contact Type away from everyone in the group
Remove all other existing Contact Types: on by default, so a contact ends up with exactly the Contact Types the mapping assigns and nothing else
Custom Fields: set a Contact Custom Field for the whole group – drop-down fields offer their ConnectWise values – or clear whatever value is already there

For example, everyone in Microsoft 365 E3 can be assigned Managed User, removed from Unmanaged User, and have their Level custom field set to Gold.

Default Mapping for New Contacts. Set the Contact Types and Custom Field values every contact ConnectActive creates should start with. When it assigns Contact Types they take the place of the ones ConnectWise flags as default, so new contacts arrive classified the way you want them rather than needing to be corrected afterwards.

Where mappings overlap, a group mapping wins over the Default Mapping – so a Default Mapping that assigns Unmanaged User together with a group that removes it leaves the contact without it. If two group mappings disagree, the one added most recently wins.

The Review page badges every Contact Type and Custom Field it intends to change before anything is written to ConnectWise. Hover a badge and it tells you what caused it – for example "Setting custom field Level to Gold as the user is a member of group 'Microsoft 365 E3'". Contacts flagged Not Sync are left alone.

Companies: Create & Edit

2026-08-10T00:00:00Z

A new Companies option has been added to the View Additional Options menu. It opens full screen with the Company Lookup you already know - search and Quick Picks - alongside a NEW COMPANY button, so a company can be created without leaving MTX.

Selecting a company opens it full screen with everything about it in one place:

Company: edit the company itself - name, phone, web site, social links, address, Company ID, status, territory, market, Company Types and ConnectWise Custom Fields
Contacts: the company's address book
Tickets: its open and closed tickets
Configs: its configurations
Sites: create and edit sites, including the address, tax code, time zone and calendar
Teams: add, change and remove team members, choosing either a Member or one of the company's Contacts for each role

Creating from a domain. Creating a company starts by asking for its domain. The company's public website is then read to fill in the form for you - name, Company ID, phone, web site, Facebook, LinkedIn and Twitter/X, the address and the market - so most of a new company is entered before you type anything. You can also add its first Contact at the same time, either as the Primary Contact or as a contact only.

Catches duplicates first: before the form opens you are shown any company that might already be this one, matched on website, on name, or on a similar name - inactive companies included - so a second copy is not created by accident
Never in the way: skip the domain for a blank form, and a site that cannot be read still opens the form rather than stopping you

Editing works a little differently to the rest of MTX: changes are collected and written together when you press SAVE CHANGES, and the bar at the bottom of the form keeps a running count of what is still unsaved.

Privacy & Security: Only the domain name you enter is sent for the website lookup - no ticket, company or customer data leaves ConnectWise. Each request is stateless, and your data is not used to train AI models.

Suggest Company & Contact with AI

2026-08-06T00:00:00Z

suggest contact with ai

Suggest Contact with AI

Catchall → Company & Contact

Introducing AI-Powered Company & Contact Suggestions – let AI read the ticket and work out who it actually belongs to, then match that against ConnectWise so a mis-routed ticket can be corrected in a single click:

One-Click Suggestion: Click the sparkle button next to the Company field to look up who the ticket belongs to
Reads the Original Request: The AI works from the ticket's initial description, where the sender, signature and any "on behalf of" wording live
Instant on Catchall: On a Catchall ticket with a single high-confidence match, the Company and Contact are set straight away without a dialog

Available from the Company field on any ticket. Simply click the button to get started:

Privacy & Security: The AI processes the ticket summary and the ticket's initial description to identify the Company and Contact. Each request is stateless, and your data is not used to train AI models.

Required Custom Fields on New Tickets

2026-08-06T00:00:00Z

New Ticket now asks for required ConnectWise Custom Fields as the last question in the Category step, right after Urgency, Source and Type. Fill them in and the ticket is created complete, so it will not be held up later when someone tries to resolve it.

The question is skipped entirely when the ticket's board has no required Custom Fields
Custom Fields ConnectWise marks read-only, hides from the screen, or scopes to another business unit or location are never asked for

Required Custom Fields Before Resolving

2026-08-06T00:00:00Z

Custom Fields marked Required in ConnectWise are now enforced when a ticket is resolved.

Choosing a resolved status - from Wrap-up or from the status dropdown on a ticket - now opens a dialog listing any required Custom Field that is still empty. Fill them in and the status change goes through; cancel and the ticket stays where it was. The status dropdown also marks those statuses (Missing Custom Fields) ahead of time.

Custom Fields ConnectWise marks read-only, hides from the screen, or scopes to another business unit or location are never enforced - they could never be completed
Spam, cancelled and pending statuses are unaffected

Configuration Manage & Remote Links

2026-08-05T00:00:00Z

Server and Workstation configurations now offer Manage and Remote buttons that launch the device's management console (RMM) and remote session (such as ScreenConnect) in a new browser tab. They appear at the top of an open configuration.

The links are read-only and must already be populated for the configuration in ConnectWise by its associated RMM.

Shown only for configurations whose type name contains Server or Workstation
A button is greyed out when its link has not been filled in by its RMM

Required Custom Fields on Configurations

2026-08-05T00:00:00Z

Custom Fields marked Required in ConnectWise are now enforced on configurations.

The Create Configuration form asks for them up front. Pick a configuration type and any required Custom Field appears alongside the configuration questions, so the configuration is complete the moment it is created.

Opening an existing configuration now warns you when a required Custom Field has no value, and highlights each one in the Custom Fields section. The rest of the configuration stays editable, and the warning clears as you fill them in.

Customer Responded Column

2026-08-04T00:00:00Z

A new Responded column is now available in the Tickets table, flagging the tickets a customer has replied to. The column is off by default and can be enabled through the Customize Columns menu, where it is listed as Customer Responded.

Filter to Yes or No, and use the exclude toggle to flip it - for example, to hide everything a customer has already replied to
Sort on the column to group the flagged tickets together

The button in the toolbar still switches to a dedicated view of every flagged ticket. The new column filter is different: it narrows the list you are already looking at, so it combines with your board, status and other column filters.

Overwrite Contact First Names

2026-08-03T00:00:00Z

A new Overwrite CW First Name with AD Values option has been added to ConnectActive's Overwrite Options. When enabled, ConnectActive will replace a ConnectWise Contact's first name whenever it differs from the value found in Microsoft 365, Active Directory or Google Workspace.

By default this option is off. ConnectActive normally leaves first names alone because ConnectWise often holds the nickname a contact goes by (Bob) while the directory holds the legal first name (Robert). Last names are always kept in sync.

Turn this on for companies whose directory data is clean and should always take precedence. The setting can be found under ConnectActive -> Companies -> select a company -> Overwrite Options.

Multi-Value Column Filters

2026-07-27T00:00:00Z

Column filters in the Tickets, My Queue and My Schedule tables can now match more than one value at a time. Open any filter drop-down, switch it from Single to Multiple, then click each value you want. The menu stays open and a check mark marks every value you have selected.

For example, the Board/Project filter can now show the Help Desk and Sales boards together instead of making you choose just one.

The column header shows "2 selected" - hover over it to see the full list
The exclude toggle applies to the whole selection, so excluding two boards hides tickets from both
Switching back to Single keeps the first value you selected

Filters left on Single behave exactly as they did before.

Queue Targeting: Active Role

2026-07-07T00:00:00Z

A new Active Role targeting option is now available in Queue Targeting rules. When enabled, only users whose Availability Active Role matches the specified value will be targeted. Matching is case-insensitive and supports comma-separated roles. For example, a user with Active Role "dispatcher, on-call" will match a targeting rule set to "Dispatcher".

Targeting on Active Role is helpful when roles and queue targeting need to be more fluid. For example, when the dispatcher is out on PTO, another member can take over Dispatcher duties for the day by setting their Active Role to "Dispatcher" without needing to change the targeting rules.

Budget Hours Column

2026-07-02T00:00:00Z

A new Budget column is now available in the Tickets table. The column can be enabled through the Customize Columns menu.

Batch Schedule Actions

2026-06-12T00:00:00Z

You can now select multiple schedule records in My Schedule and perform bulk actions:

Mark as Done: Bulk-complete selected records
Bulk Move: Move selected records to a new date

Toggle individual records with checkboxes, or select all visible rows at once.

Fixed Working On Schedule

2026-06-09T00:00:00Z

A new Fixed/Floating Working On Schedules setting has been added to MTX's Schedules settings. When MTX creates a real-time schedule record during a "Work on Ticket" session, it can now be created as either a Fixed or Floating schedule record.

Enabling Create Fixed schedules for "Work on Ticket" sessions instructs MTX to mark these schedule records as Fixed, which causes Microsoft Teams and other integrated calendar systems to show the member as Busy during that time. This setting is enabled by default. It can be found under Settings → My Tickets → Schedules.

End-of-Month Invoice Date

2026-04-23T00:00:00Z

A new End-of-Month Invoice Date setting has been added to ConnectActive's Prorating settings. When enabled, ConnectActive will use the final day of the Agreement's Next Invoice Date month as the invoice date, rather than the first day of the month. This is recommended for agreements billed in arrears.

For example, if an Agreement's Next Invoice Date is April 1 and you invoice in May for April, ConnectActive will use April 30 as the invoice date instead. This setting can be found under ConnectActive -> Prorating tab.

Create Ticket Goals with AI

2026-04-13T00:00:00Z

create ticket goals with ai

Create Ticket Goals with AI

Introducing AI-Powered Ticket Goals – automatically identify every request in a ticket and convert them into discrete ticket tasks, giving your technicians a clear, structured to-do list of exactly what the customer asked for:

Request Detection: AI reads the ticket summary and full conversation to identify all distinct, unresolved requests made by the customer
Goal-Oriented Tasks: Each request is converted into a focused ticket task that represents a concrete deliverable — not a troubleshooting step
Clear Accountability: Goals are created as ticket tasks so every technician working the ticket knows exactly what work is expected and what still needs to be done
Completion Gate: Because goals are ticket tasks, all requested work must be completed before the ticket can be successfully moved to resolved
Full Review: Preview every suggested goal before anything is created — edit the text of any task or exclude individual goals you don't want
Resolved Work Excluded: AI only surfaces unresolved requests — work already confirmed as completed in the conversation is automatically omitted

Available from the Working Notes view and the Ticket Tasks tab. Click the button and select Create Ticket Goals to get started:

Privacy & Security: The AI processes the ticket summary and conversation to identify requested work. Each request is stateless, and your data is not used to train AI models.

Split Ticket with AI

2026-04-03T00:00:00Z

split ticket with ai

Split Ticket with AI

Introducing AI-Powered Ticket Splitting – when a single ticket contains multiple unrelated requests, let AI automatically break it into separate, focused tickets so each issue gets the attention it deserves:

Intelligent Detection: AI analyzes the ticket conversation and identifies distinct requests that should be tracked separately
Summary Refinement: When the original summary no longer fits the remaining work, AI suggests an updated summary for the existing ticket
Full Review: Preview every new ticket — summary, initial description, and work already performed — before anything is created
Inline Editing: Edit any field in the review directly to adjust AI suggestions to your liking
Selective Splitting: Ignore individual suggested tickets you don't want to create
Bulk TSI Assignment: Assign Type, SubType, and Item across all new tickets in one click using AI suggestions
AI Summary Note: After tickets are created, AI drafts a summary of what was split off and what remains — save it as a note on the original ticket or use it to draft a client email, directly from the success screen

Available from the ticket toolbar. Click the Split button to get started:

Step 1 — Review the AI-Suggested Split

After clicking Split, the AI analyses the ticket conversation and presents a Split Ticket Review showing the suggested summary for the existing ticket and each new ticket to be created. You can edit any field or ignore tickets you don't need:

Step 2 — Assign Ticket Properties

Walk through each new ticket to assign its properties — board, status, contact, site, and more. Use Suggest TSI (All Tickets) to let AI classify the Type, SubType, and Item for every new ticket simultaneously:

Step 3 — Tickets Created & AI Summary Note

Once committed, all new tickets are created in ConnectWise. The success screen lists every ticket created — open any one directly with a click. At the same time, AI drafts an AI Summary Note for the original ticket, capturing what work was moved to new tickets and what remains. Save it as a note on the ticket or use it to draft a client email — without leaving the screen:

Not the same as Unbundle: ConnectWise's Unbundle feature detaches child tickets from a parent. Split Ticket is different — it creates brand-new standalone tickets from the conversation in a single ticket.

Privacy & Security: The AI processes the ticket summary and the full ticket conversation to generate the split. Each request is stateless, and your data is not used to train AI models.

Polish Notes with AI

2026-04-02T00:00:00Z

polish notes with ai

Polish Notes with AI

Introducing AI-Powered Notes Polishing – refine your working notes into clear, well-structured entries in seconds. The AI polishes all of your notes at once and presents a side-by-side review so you stay in full control:

Batch Polish: All working notes are polished in a single click — no need to process them one at a time
Side-by-Side Review: Compare the original and polished version of each note before committing
Per-Note Control: Accept or keep the original for each note individually
Inline Editing: Further tweak either version directly in the review dialog before saving
Bolding Toggle: Optionally strip markdown bold formatting from polished notes

Available from the working notes toolbar. Simply click the button to polish all notes:

Privacy & Security: The AI processes your working note text and does not access other ticket data. Each request is stateless, and your data is not used to train AI models.

Suggest TSI with AI

2026-04-02T00:00:00Z

suggest tsi with ai

Suggest TSI with AI

Introducing AI-Powered TSI Suggestions – let AI analyze your ticket and automatically suggest the most appropriate Service Type, SubType, and Item so you can classify tickets faster and more consistently:

One-Click Suggestion: Click the sparkle button in the TSI form to instantly generate a classification suggestion
Context-Aware: The AI reads the ticket content to recommend the best-fitting Type, SubType, and Item combination
Visual Feedback: Badges highlight exactly which fields were updated so you can review the changes at a glance
Full Control: Review the suggested values and adjust any field before saving

Available from the TSI (Service Type, SubType & Item) form when working on a single ticket:

Privacy & Security: The AI processes the ticket summary and a subset of the ticket conversation to generate suggestions. Each request is stateless, and your data is not used to train AI models.

Polish Summary with AI

2026-04-01T00:00:00Z

polish ticket summary with ai

Polish Ticket Summary with AI

Introducing AI-Powered Summary Polishing – instantly generate clear, concise ticket titles from your current summary. This feature presents you with multiple AI-suggested options so you can pick the best fit:

One-Click Polish: Click the sparkle button next to the summary field to generate suggestions
Multiple Options: The AI presents several suggested summaries to choose from, ranked by quality
Full Control: Select the option you prefer or cancel to keep your original

Available directly from the ticket summary field. Simply click the button to get started:

Privacy & Security: The AI processes the ticket summary and a subset of the ticket conversation to provide context-aware suggestions. Each request is stateless, and your data is not used to train AI models.

AI Feature Controls

2026-04-01T00:00:00Z

Administrators can now enable or disable each AI feature independently. These settings are available under Nilear -> Settings -> My Tickets -> AI Features.

Finer Control over Availability Listing

2026-03-28T00:00:00Z

For individual users, you can control whether they can view all users or only themselves, and whether they can update other users’ availability status or only their own. This settings is available under Nilear -> Settings -> Member Management -> Module Rights