Do your team members look like that guy? 👆

If that image feels familiar and the following describes your MSP:

• Tickets stay open for weeks or months
• Work is forgotten until customers follow up
• Managers have no idea when a ticket will be completed
• Engineers feel overwhelmed
• There's no time for proactive work

Then you'll want to join our brand-new three-week bootcamp, the Completed Ticket Challenge.

For only $199, we're teaching MSPs to take back control of their work. Here's how: 

For three weeks you receive:

• 4 guides delivered to your inbox each week with accompanying video instruction- learn the exact recipes for success
• Weekly community call- bring questions and suggestions for your peers who are reaching for the same goal
• Online community access for 24/7 questions and encouragement

Learn more and register today!

If your on-premise ConnectWise server is behind a firewall the filters by source IP, you will need to update the allowed IPs over the next few days. We have new source IPs in our infrastructure.

Details are in the knowledgebase, as always.

We'll announce more in a few days, but the exciting news is that TopLeft now offers service in multiple worldwide regions. This improves performance for users in western North America, Europe, and Australia/New Zealand and addresses data residency issues for some European customers.

Sales reports in ConnectWise show the next activity for each opportunity. Now you can show the same information on opportunity cards in Kanban.

Showing the next activity in Kanban helps your sales folks stay aware of their to-dos and quickly identify when scheduled activities have been missed.

To enable this option on sales boards, enable the "Next step" option under "Card fields".

Happy New Year! We made a number of improvements to the TopLeft Kanban app in December. Enjoy!

Improvements

• Metrics are available for counting cards with warnings or errors, and showing the sum of logged and budget hours in columns, swimlanes, and entire boards
• Time entry is easier when changing ticket status
• When we update the application, Kanban boards now prompt you to reload the web page so you're always running the latest version of the app.

Autotask mode

• Tickets and tasks can be grouped by primary assignment, not just primary or secondary assignment

Bug fixes

• ConnectWise ticket SLA times are calculated correctly even after changing the priority on a ticket.
• Topleft audit logs are not created for time entry when the time entry creation fails on the ConnectWise server.
• The administrative option for swimlane height works again in Autotask mode.

Invisible stuff

• In ConnectWise mode when using the administrative setting to sync tickets only from a specified list of ConnectWise boards, we now also limit syncing of certain other records such as teams.

When using Kanban, you may have asked yourself: What's the total of the budget hours on all tickets in a column or swimlane?

Or you may have asked: How many tickets with errors are on a board? In a swimlane? In a certain column?

Now you can find the answer to these questions easily in TopLeft Kanban.

Kanban can summarize the number of warning and error cards in a column, swimlane, or board, as well as the hours logged and budgeted on a ticket and the time the cards have spent in the columns. This helps you identify where problem work is located on your board, allowing you to zoom in and fix it quickly. You can also compare columns and swimlanes for the amount of logged and budgeted work, allowing you to plan more precisely.

We're working on further enhancements for this feature, so watch this space over the next couple of weeks. Please let us know what you think!

When using the time entry form in Kanban to log time and change a ticket's status at the same time, you may have seen errors about time entries not being allowed in the ticket's status. This would happen if time entry was prohibited in the ticket's new status.

But that's now a thing of the past because Kanban is smarter about how it logs your time and changes the ticket status. As long as either the ticket's current status or the new status allows time entry, Kanban will enter the time in the right order. You don't have to worry about it any more.

This applies to both ConnectWise and Autotask mode.

For Autotask customers, there's a new swimlane for ticket and task boards for grouping by Primary Resource.

How is this different than the Resource swimlane? The Resource swimlane shows a ticket or task for a member if he or she is assigned as either the primary or a secondary, but the Primary Resource swimlane only shows work where the member is assigned as the primary. Tickets and tasks without a primary resource are shown in their own swimlane at the top of the page, even if they have secondary assignments.

Autotask customers- on your Kanban boards with queue swimlanes, you can now drag tickets between swimlanes to update the ticket in Autotask. Nice!

November was busy here at TopLeft. We delivered a number of things that had been on the roadmap for a long time. Here are the details:

Improvements

• Added support for custom fields/user-defined fields from your PSA.
• Completely overhauled the board edit page. You no longer have to scroll up and down an enormously tall page and it loads faster in certain scenarios.
• We migrated to a new cloud hosting provider with much better fault tolerance and flexibility. Did you notice the database host failure this week? No you didn't, because many types of failures are handled automatically. 😎
• Added an option to show the details about scheduled assignments/service calls on cards without having to hover over the member icon with your mouse.
• Added a swimlane option for project boards that shows projects by the week of their end date
• Updated some labels in the UI to make them more consistent with the terms used in your PSA
• Improved the login experience in a couple of uncommon cases where users might have multiple tabs of Kanban open. Previously you could see a confusing security error page. Now you will see the error in fewer scenarios, and when you do see it the error page includes information about the possible causes and how to fix it.

ConnectWise mode

• Added the ability for Kanban to make changes to tickets (changing status, adding time and notes, etc.) as if it was you, instead of using Kanban's own API member for that.
• Added the ability to keep closed tickets in our copy of your database for a configurable period of time, so you can have a chance to review them on a Kanban board.
• Fixed an issue that could cause time and notes to be synced for a ConnectWise ticket, even when syncing of time and notes is disabled.

Autotask mode

• Added the ability to drag between queue swimlanes.
• We fixed couple of bugs in the service call dialog.

Invisible stuff

• We improved our internal error reporting mechanisms to reduce the frequency of certain reports and include additional data in other reports so we can track down problems faster.