MTX: Tickets
177 changes, newest first.
- Update Close Open Tasks Without Leaving Wrap-up
When open tasks hold up Completed or a resolved status, the Open Tasks warning now lists them so you can mark each one and carry on.
- Feature See Ticket Work Before ConnectWise Catches Up
MTX shows a ticket's new status and who is working it as soon as you act, and asks before you start a ticket a colleague is already working.
- Feature Choose Whether Auto PSR Tickets Resume on Their Own
Under the One Ticket Method you can now keep Auto PSR tickets in *PSR when you finish a ticket, and resume them yourself from their tab.
- Feature Save a Working Note as a Standard Note
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.
- Feature See and Edit Your Custom Rules Behind a Nilear AI Result
Nilear AI results on a ticket now link to your company's custom rules for that tool, for the ticket's board and for all boards. Administrators can edit them there.
- Feature Your Own Polish Notes and Polish Email Rules
Each member can now keep personal rules for Polish Notes and Polish Email, which Nilear AI adds to the company's global rules for that member's own requests.
- Feature Mark Working Notes Internal or Resolution
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.
- Feature Queued Statuses with a Reason
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.
- Feature Contact Details from Ticket Notes
Hover over the name or picture of a contact on a ticket note to see their email addresses and phone numbers.
- Feature Enter Hours on New Time Entries
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.
- Feature Always Ask for Status on New Tickets
When a Board is chosen for a new ticket, MTX sets the Board's Default New Status and skips the Status step.
- Feature Keep Agreement on Contact/Site Change
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.
- Feature Email Notes: Email View and Text View
A ticket note that arrived by email is shown the way the sender wrote it, with its formatting, tables and inline images.
- Feature Ticket List Column Widths
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.
- Feature Skip Schedule & Commit at Wrap-up
Skip Schedule & Commit now asks what to do when the ticket still has schedule records that have not yet taken place.
- Feature Notes Filter
The Notes tab of a ticket now has a Filter icon beside the Classic/Modern and sort toggles.
- Feature Contact Title
The Contact selector on tickets and schedule records now shows the contact's ConnectWise Title.
- Feature Exclude Boards from SLA Warnings
The SLA Warning window now has a Boards control, letting you exclude boards you do not want SLA warnings for.
- Announcement Suggest Company & Contact with AI
AI reads the ticket, works out which company and contact it belongs to, and matches them in ConnectWise.
- Feature Required Custom Fields on New Tickets
New Ticket now asks for required ConnectWise Custom Fields as the last question in the Category step, right after Urgency, Source and Type.
- Feature Required Custom Fields Before Resolving
Custom Fields marked Required in ConnectWise are now enforced when a ticket is resolved.
- Feature Customer Responded Column
A new Responded column is now available in the Tickets table, flagging the tickets a customer has replied to.
- Feature Budget Hours Column
A new Budget column is now available in the Tickets table. The column can be enabled through the Customize Columns menu.
- Announcement Create Ticket Goals with AI
AI identifies every request in a ticket and turns them into ticket tasks.
- Announcement Split Ticket with AI
AI splits a ticket with several unrelated requests into separate, focused tickets.
- Announcement Polish Notes with AI
Introducing AI-Powered Notes Polishing – refine your working notes into clear, well-structured entries in seconds.
- Announcement Suggest TSI with AI
AI suggests the Service Type, SubType and Item for a ticket.
- Announcement Polish Summary with AI
Introducing AI-Powered Summary Polishing – instantly generate clear, concise ticket titles from your current summary.
- Feature AI Feature Controls
Administrators can now enable or disable each AI feature independently. These settings are available under Nilear -> Settings -> My Tickets -> AI Features.
- Feature Include Notes with Email Control
MTX now lets you control, at the individual ticket level, whether your notes are included in your drafted email.
- Announcement Polish Email with AI
Introducing AI-Powered Email Polishing – transform your customer communications with intelligent, professional refinement in seconds.
- Feature SLA Warnings
A new SLA Warning system with an ALERT state for tickets nearing their SLA deadline and finer popup control.
- Feature Warehouse Inventory Picking and Shipping
A comprehensive Warehouse Inventory Picking and Shipping system has been added to product management in the Ticket's Expenditures tab.
- Feature Auto-queue for SLA: Not Responded Tickets
You can now enable Auto-queue per board under Nilear -> Settings -> Board Types.
- Feature Targeting Rule Ticket Status Matching
For Ticket Queuing Targeting Rules, you can now match based on the ticket's Status.
- Feature Product Picking/Shipping Details
A Picking and Shipping Details for products view has been added to the Ticket's Expenditures tab.
- Feature Require Schedule/Queue for Unresolved Tickets
You can now require a user to provide a Schedule or Queue entry when wrapping-up an unresolved ticket in MTX.
- Feature Batch Set Ticket Team
You can now set the team on multiple tickets from the issues list using the action dropdown menu.
- Feature PSR Limits
You can opt to limit the number of PSR tickets that a member can hold concurrently.
- Feature Charge Code Additional Fields
After creating a Charge Code, you can now update the Deduct Hours, Work Type, Billable, and Work Role fields.
- Feature Show Notes on Left Side
When working with other ticket tabs, such as a Pod, it may be helpful to display the notes on the left side of the screen.
- Feature Request TSI on Ticket Creation
TSI information can now be requested as part of the ticket creation process. The ticket creator can skip entering TSI at any time if it is not yet known.
- Update Queue Drag-n-Drop Changes
Two changes to drag and drop in the Ticket Queue, including how scheduled tickets are sorted.
- Feature Skip Separate/Duplicate Emails on Notification Ticket Statuses
Avoid sending a contact two emails when a status with an email notification is set along with a drafted email.
- Feature Auto-Acknowledge Ticket Schedules
Viewing a ticket for a few seconds now acknowledges your unacknowledged schedule records on it.
- Update Ticket Queue / Customer Responded
Tickets with their "Customer Responded" flag enabled will now be displayed in the ticket queue for any assigned resource, regardless of queue or schedule status.
- Feature SLA Field Update
When viewing a ticket's properties, the SLA field will now display the ticket's current SLA status/deadline in addition to the name of the SLA it has been assigned.
- Feature Autocomplete for Type/SubType/Item
When setting a ticket's Type, SubType or Item, you can now use the autocomplete feature to find a value.
- Feature Ticket Column Filters - Starts With
You can now limit column filtering results with the "Starts With" option by placing a caret ^ at the start of your filter.
- Feature Ticket Summary Time Totals
Total billable, non-billable and invoiced hours can now be seen under the Time tab of the ticket summary.
- Feature Custom Fields for Queue Targeting Rules
You can now use custom fields for queue targeting rules matching criteria.
- Feature Ticket Task State Resolution Notes
Ticket Tasks that are marked as Done/Failed/NA and do not have pre-existing resolution notes will now have their resolution notes updated to record the state of the task and who completed the task.
- Feature Disable MTX Budget Alerting by Board
You can now control if MTX Budget Alerting is enabled by board. This setting can be found under Nilear -> Settings -> Board Types (https://app.nilear.com/settings/boards)
- Feature Placeholder and Warnings for Ticket Emails
When drafting an email, placeholders can be used for information that needs to be changed before sending the email.
- Feature Restrict on Territory
MTX will now honor the "Restrict Territory" option for ConnectWise member accounts.
- Feature Markdown Syntax for Text Formatting
A Markdown button previews formatted Working Notes, emails and ticket notes and shows a syntax cheat sheet.
- Feature Live Notes and Open Tasks
When viewing a ticket, any live notes being entered during another's MTX "Work on Ticket" session and/or open tasks will now be included under the Notes tab.
- Feature View Inactive Contacts under Address Book
The Company Address Book now includes an "Include Inactive Contacts" button if you wish to view Inactive contacts as well.
- Update Contact Status
When editing a contact in MTX, you can now update the contact's Active/Inactive status.
- Update Updated changed to Modified
The "Updated" column has been replaced with "Modified". Modified differs from Updated in that Modified is only updated when the ticket's state/status changes or the content of the ticket changes.
- Feature Reassign Owner Toolbar
A Reassign Owner toolbar lets you remove, change or take over the owner of a ticket.
- Update Bundle Ticket Button
Back by popular demand! The "Bundle Ticket" button has been returned to the ticket view.
- Update Ticket Wrap-up Dispatch Option
Under the Wrap-up Scheduling Options step, a "Use Dispatch" button is now provided if you wish to utilize the Dispatch feature over the Quick Scheduler during Wrap-up.
- Feature Keyboard Alt-Key Shortcuts
When working on a ticket, you can now move between your working tabs using the following Alt-key combinations.
- Announcement Enhanced Configuration Searching
Configuration searching now includes 18 headers to search and sort on. The new search capability is also faster for companies with a high number of configurations.
- Announcement MTX 4.5: Projects!
Our MTX 4.5 release is all about projects.
- Announcement One Working Ticket Method
Nilear recommends the One Working Ticket Method for new users and for better Real-time Ticketing scores.
- Feature Improved Pod Integration with SideKick, Traceless.io, Thread, etc
Pod Integration in MTX has been updated to include ConnectWise authentication in order to improve communication with third-party Pod (or Managed Hosted API) integrations.
- Feature Autodetect Invalid CC Addresses
MTX will now automatically alert you if an invalid CC email address is encountered for a ticket.
- Feature Dock Pods
Under the Pods tab for a ticket, you can now opt to include a specific vendor Pod as its own tab after the Configs tab.
- Feature Working Notes Colors
The Working Notes section will use a shaded background for historic notes and a yellow hue background for current notes that will be added to "Internal Analysis" only.
- Announcement Schedule Send Email
When drafting an email in MTX, you can now schedule when you wish to have your response delivered.
- Feature View Closed Schedules
Under a Ticket's Scheduling tab, you now have the option to view Closed Schedules.
- Feature Recent Tickets
You can now view the most recent tickets you have worked on in MTX.
- Feature Company Team Information
The Scheduling tab under a ticket will now show the company's Account Manager and Primary Tech assignments.
- Feature Me Scheduling Options
You can now easily assign yourself as owner, schedule yourself a dated schedule record or add yourself as a spectator by clicking on the corresponding "Me" tag.
- Feature Time Entry Custom Fields
You can set and view custom fields on time entries. Below is an example checkbox custom field labeled "Needs Review" under Time Review for a "Working on Ticket" session.
- Feature Filter on Primary/Default Contact
When using the Address Book or creating a new ticket, you can now use the Primary Contact icon to show only the default contact for the company.
- Feature Additional Note & Email Options for 'Working on Ticket' mode
Add an ad-hoc discussion note, internal note, resolution note, email or internal email while in "Working on Ticket" mode.
- Feature Flagged Company Note
Company Notes that have been marked as flagged in MTX or ConnectWise Manage will now be displayed at the top of the Ticket's Notes panel.
- Feature Company Notes
A Company Notes tab is now included when viewing a ticket or activity and allows one to add, edit, and remove notes associated with the company.
- Feature Phone Number Lookup
When looking up a contact for a new ticket, you can now supply a phone number as the lookup parameter.
- Feature Open Ticket after Wrap-up
MTX can reopen the Ticket Summary View after a Work on Ticket session, for administrative tasks.
- Feature In-house Updates with Nilear Live
In-house Updates will now also be broadcast to the user's Nilear Teams chat if their Nilear Live is configured.
- Feature Contact Types included in Address Book Lookup
When using the search bar for the Address Book, the query will now also compare the lookup value to the contact's type, such as POC.
- Feature Require Date or Date & Time for Schedules
Under My Tickets Settings (https://app.nilear.com/settings/my-tickets), you can now specify if schedule records require a date or date & time for new entries.
- Feature Deep Search for Ticket Configurations
When searching for configurations under a ticket, MTX will perform a deep search on all values of the company configurations, such as matching a Serial Number.
- Feature Toggle Historic Working Notes
The Working Notes section now includes a "Historic Notes" button, allowing you to hide historic notes within the section to streamline the view for open tasks and active notes.
- Update Direct Links for Ticket
On the Ticket Summary modal, you can now drop-down direct link options for the ticket.
- Announcement Full Ticket Search
In addition to MTX's Live Tickets view, you can now click a search icon on the Tickets tab to switch to a traditional ticket search, which can search across all boards/projects and closed tickets.
- Feature Contact Relationship
When viewing a company address book, the contact listing will now include the contact's relationship.
- Feature Set Service Type Added to Batch Actions
You can now select multiple tickets at once to set their Service Type, Sub Type, and Item.
- Feature Ticket Statuses Limited for Tickets with Open Tasks
Resolved/Completed status options will now be disabled for tickets with open tasks.
- Feature Select with No Contact
While searching for companies when creating a new ticket, a "Select w/ No Contact" option is now provided to select the company only for the ticket without a contact.
- Feature Company Site Info
Within the Address Book, you can click on a contact's site to view site details.
- Feature Use Shift-Key to Select Range
When selecting tickets, you can now use the shift key to select a group of tickets at once.
- Feature Move Email to CC List on CatchAll Change
When changing the company/contact of a CatchAll ticket, MTX will automatically move the original incoming email address to the ticket's CC List.
- Feature Direct Company Address Book Link
For convenience, we have added the Company Address Book Lookup as a link on the MTX tab.
- Feature Bundle/Merge Multiple Tickets
When bundling/merging tickets, you can now use a "Select Additional Tickets to Bundle/Merge" button to select multiple tickets to be included as part of the bundling/merging operation.
- Feature Linkable Ticket #s
When using the format #[ticket_number] in your notes/email, MTX will automatically make the ticket # clickable to open the ticket in MTX.
- Feature Custom Field Column
You can now include a ticket custom field column in your Tickets tab view in MTX.
- Feature Sort Audit Trail by Date
You can now change the sorting order of the Audit Trail by date.
- Feature Reorder Notes/Images with Drag-n-Drop
You can now use drag-n-drop to change the order of your Working Notes or images in emails.
- Feature Resolution Note Icon
MTX will display a green check badge for ticket notes or time entries flagged as a resolution note.
- Feature Edit Note Flags
You can now view and edit the Discussion, Internal, and Resolution Flags for an existing note by clicking on the note's Edit icon.
- Feature Drop-down List of Bundled Tickets
You can now click on the bundled tickets information bar to open up the list of bundled tickets included with the ticket.
- Feature Copy MTX Link for Ticket to Clipboard
MTX Tickets can be accessed directly using the URL https://mtx.link/[ticket#].
- Feature Time Review Options
While working on a ticket in MTX, the Time Review step provided two options: "Don't Record Time" and "Approve Time".
- Feature CC List Copy
A clipboard icon has been added to the CC List to facilitate copying the CC email addresses to the clipboard.
- Update Dark Mode Enhancements
81 components had their dark mode color contrast adjusted to improve MTX's overall dark mode experience.
- Update Agreement Type
The Agreement drop-down for tickets in MTX will now include the Agreement Type in parenthesis next to the Agreement Name.
- Feature Remove Invalid Email Addresses
For some MSPs, tickets generated from voicemails incorrectly set the Email Address field to the value "Voicemail", causing email validation issues.
- Feature Ticket Owner Notification
After setting a new owner for a ticket, you will now have the option to send a notification of the assignment to the owner.
- Feature FYI: Other Tickets In Progress for Company
When viewing or working on a ticket in MTX, MTX will now show if other employees are also working on tickets for the same company.
- Feature Voicemail Email Addresses
For some MSPs, tickets generated from voicemails incorrectly set the Email Address field to the voicemail number, causing email validation issues.
- Update Time Review Information
When viewing Time Review information for a "Working on Ticket", MTX will now show all values rather than "will Auto-Select".
- Feature Site Column
You can now include the tickets' Site as a column on your ticket listing view.
- Bug Fix MTX Bug Fixes
Released several bug fixes for MTX.
- Feature Pin: Record to each Time Entry of Ticket
You can pin a note when working on a ticket to be included in all time entries created again the ticket.
- Announcement Introducing Dispatch Scheduler
MTX now provides a Dispatch Scheduler for when you wish to assign work but need to determine who is available.
- Feature Introducing MTX.Link
You can now access an MTX Ticket directly using the URL https://mtx.link/[ticket#].
- Feature Silence Notifications for the Day
You can now opt to silence the MTX Notifications for the day.
- Feature Drag-and-Drop File
You can now drag-and-drop a file or image to the upload toolbar.
- Feature Charge Codes
You can now generate Charge Code Time Entries using MTX.
- Update Attachment Links
The use of attachment links in emails have been updated to appear more natural.
- Update Assigned Name Column
The Assigned column has been updated from displaying the Username to the user's unique First or Last name.
- Update Notification Threshold Setting
You can now individually control the threshold for firing Customer Responded and In-house Update notifications.
- Update In-house Update added to Email tab
When working on a ticket in MTX, the Email tab will now also provide an option to apply an In-house Update.
- Feature Timer Options Drop-down Menu
An MTX working ticket tab now includes a drop-down menu to toggle between timer options.
- Update Notes View Enhancements
Toggle the notes view between classic and modern formatting, and reverse the date order of notes.
- Feature Priority Images Now Available
If you have configured your Priorities in ConnectWise Manage to use custom images, MTX will now include those images within its various ticket views.
- Announcement Introducing In-house Updates
Once marked as "In-house Update" When/Where in MTX can an Internal Note be marked as an "In-house Update"
- Feature Built-in Image Viewer
You can now click on any image within a ticket and a fullscreen image viewer pop-up will show an actual-sized view of the image.
- Feature Notifications moved to dedicated column on widescreen displays
Notification alerts will now be placed in a dedicated column if the window width is 1400 pixels or higher.
- Update Improved Customer Updated Visibility
Notifications for Customer Responded will now continue to appear as an alert until the Customer Updated flag is cleared out in MTX or ConnectWise.
- Feature Displaying Hidden Ticket Statuses
In ConnectWise Manage, you can define if a Ticket Status and its tickets will be displayed on a Service Board.
- Feature Integration with CWM Stopwatch
MTX's "Work on Ticket" option can now stop, pause, and reset the member's Ticket Stopwatch in ConnectWise Manage.
- Feature VIP Contacts
MTX has been updated to show VIP Contacts in the Tickets and Schedule Listing using a crown icon .
- Feature Change Ticket's Assigned Team
You can now change the assigned Service Team for a ticket under the Ticket Summary View's Scheduling tab.
- Feature Age based on 24-hour Clock
By default, MTX calculates Ticket Age and Updated Age based on office hours. The new "24" button allows you to toggle these calculations to use a 24-hour clock instead.
- Feature Attachments Tab added to Ticket Summary View
Attachments have typically been listed inline under the Notes section of the Ticket Summary view.
- Update Lookup New Ticket Contact by Email Address
When creating New Tickets, you can now lookup a contact by email address.
- Update Age Line Added to Ticket Summary View
The Ticket Summary View will now show (in business hours) the age of the ticket, how long the ticket has been in its current SLA state, and how long since the last ticket update.
- Update Include Searching Ticket Notes
The "Lookup Ticket..." field has been updated to allow the search to be expanded to search ticket notes as well as ticket properties.
- Feature Pin Custom Fields
You can now pin selected Custom Fields to display in all ticket views. To pin a Custom Field, open a ticket in MTX, select the Custom Fields tab, and click on the Custom Field's pin icon.
- Feature Filter by Service Team
You can now filter the Ticket listing by the Service Team assigned to the ticket.
- Feature Filter by Company Groups
You can now filter the Ticket listing by a Company Group. Create your own Company Groups and populate them with companies of your choosing.
- Feature Project Phase Column
When the Project Board Type is selected, MTX will now include a Project Phase column for the ticket listing.
- Bug Fix Improved Copy-and-Paste Experience
Corrected an issue where copy-and-pasting images in Working Notes or while drafting an Email would cause the images to be inserted out of their expected order.
- Feature Hosted Pods Integration
MTX will now display third-party Pods that have been enabled for your ConnectWise Manage instance.
- Feature Move to a Different Board after Wrap-up
MTX's Wrap-up workflow now includes a button to move a ticket to a different board after wrap-up.
- Feature Add Internal Note to Selected Tickets
When selecting tickets in MTX, you can now add an Internal Note to 2 or more selected tickets at once.
- Feature Send Notes as Email
MTX's workflow now includes an option of simply sending the Working Notes as an Email rather than drafting an email to the customer.
- Feature Standard Notes
You can now add ConnectWise Manage Standard Notes when entering Notes or composing an Email.
- Feature Select and Perform Action on Tickets
It is now possible to select tickets and perform actions against the selected tickets.
- Feature Task Assignments now included in Working Notes View
If a Ticket Task has been assigned a member in ConnectWise, MTX will now be included the assignment in the Ticket Task view within the "Working Notes" section.
- Feature Ticket Summary Modal View now provides Full Email Options
The Send Email and Send Internal Email buttons on the Ticket Summary Modal View now provide full emails options, such as cut-and-paste, image/file upload, and insert saved email options.
- Update Open Issues/Other Tickets Filter Updated
The Open Issues and Other Tickets views now provides more control over ticket board types included in the search.
- Bug Fix Various MTX Bug Fixes
MTX bug fixes for schedule entries, the Ticket Summary view, schedule end times and restricted statuses.
- Feature Column Filters Now Available
The Tickets and My Schedule tables now include header column filters. The filters can assist customizing your view further, allowing both include and exclude filter options.
- Feature Notifications Minimize & Clear All
The MTX Notification system now provides a minimize button and a clear all notification button.
- Bug Fix Various MTX Bug Fixes
MTX bug fixes, including "Others Working On" notifications and the Time Recorded calculation.
- Feature Resume Work Notification
If you have two tickets active in MTX and you close out one of the tickets, MTX will display a notification asking if you wish to resume working on your other active ticket.
- Feature Ticket Schedule Notification
Ticket Schedule Notification emails will now include ticket details.
- Bug Fix Various MTX Bug Fixes
MTX bug fixes for feed timeouts on logout, auto-assigning the ticket owner, schedule status and sign-up.
- Feature New Notifications Implementation
The MTX Notification system has been rewritten to display notifications on the right-side of the display rather than covering the entire display.
- Feature Emphasize Non-displayable Attachments
Previously, a Word or other non-displayable document attachment could be missed by a tech as the attachment is not displayed outside of the small icon contained in the attachment list.
- Bug Fix Various MTX Bug Fixes
Safeguards that make sure the ticket schedule cache is loaded for live MTX tickets.
- Feature Agreement List under New Ticket
The New Ticket tab now provides an Agreement List drop-down on the Contact and Board steps in case selecting a company contact and/or board is dependent on active Company Agreements.
- Feature Company/Contact Links
The ticket property listing in the Ticket Summary view and the MTX Working Ticket tab view now contain the "Links" drop-down.
- Feature Time Tab for Tickets/Activities
A Time tab has been added to the Ticket and Activity Summary views. The Time tab allows you to manually add time entries as well as view existing time entries.
- Feature Require TSI
You can now require individuals working on tickets to provide Type, SubType, and Item values before being allowed to move a ticket status to a Resolved state.
- Update Actual Hours Replaced with Recorded Hours
MTX will slowly transition tickets' Actual Hours values, which represented the time a ticket was In Progress, to recorded time entry time as tickets are updated.
- Feature Include Child Tickets in View
You can now include Child Tickets in your Tickets view.
- Bug Fix Various Ticket Bug Fixes
MTX ticket bug fixes for images in incoming emails, Custom Note filtering and Send Email alerts.
- Feature Ticket Tagging
Tagged tickets can assist in organizing high priority tickets, long term tickets and/or tickets assigned to others that you wish to monitor.
- Update Customer Updated Checkbox
The Ticket Summary View in MTX now provides the option to enable the "Customer Updated" flag of a ticket.