Autotask users can now view and edit a ticket's contract in TopLeft.

Ticket editing is available in Standard plan.

Some ConnectWise MSPs have ConnectWise boards with large numbers of tickets that will never be shown on a TopLeft Kanban board. For example, an RMM ticket board may have thousands of open tickets, and not all MSP's use Kanban to manage those tickets.

In this case, TopLeft shouldn't be syncing those tickets from the ConnectWise server, in order to speed up ticket syncing and reduce load on both the MSP's and TopLeft's systems.

Until now, TopLeft has had an advanced option to limit the ConnectWise boards we sync from. Now we've introduced a much easier-to-use option to control this.

To keep ticket syncs fast and limit the load TopLeft puts on your ConnectWise server, consider limiting the ConnectWise boards TopLeft syncs from. To do so, visit the Admin section, then click ConnectWise Boards to Sync- then select the boards that have tickets you want to manage in TopLeft.

We've been working hard on the TopLeft app. In October we focused on a number of backend improvements and bug fixes to make things more reliable for you.

Improvements

• Replaced the card ranking mechanism so you can drag cards in columns and between columns quickly without encountering errors.
• Added an option for disabling animations, to make the experience on RDP clients much faster.
• Added an account page to centralize per-user options and security functions.
• Added a one-page questionnaire for new users to ask about the #1 problem they're hoping to solve with TopLeft. This helps us tailor help content and app features to be the most help to the most people.

ConnectWise

• Added the ability to assign ticket checklist items to members.
• Added an option to not sync contact communication details (email addresses, phone numbers, and the like) to reduce the time required to synchronize data with ConnectWise.
• Improved selection of the appropriate closed status when using the Close Ticket function.

Autotask

• Finished a big back-end effort: using the Autotask REST API instead of their legacy SOAP API.

Bug Fixes

• Fixed an issue that could cause slowdowns during the data syncing process.
• Fixed an issue that could remove certain user configurations when dragging cards on Autotask Resource swimlane ticket boards.
• Fixed an issue recording changes in the audit trail when ticket descriptions were updated.
• Fixed a problem sending users to the expected board after resetting their password.
• Fixed a problem resetting ticket timers under certain scenarios.
• Fixed a problem that set a ConnectWise ticket's customer-updated field when updating the initial description in certain cases.
• Fixed an issue that prevented dragging to assign tickets in Autotask Basic subscriptions.

Not long ago we added the ability to edit ticket tasks/checklists in TopLeft. One element was missing for ConnectWise users- the ability to assign individual checklist items to a technician.

We're pleased to announce you can now assign checklist items to members!

TopLeft has begun using a new billing platform. You may have noticed the updated invoice emails and new subscription options embedded right in the application. For example, under Admin-> Plans, subscription options are managed within the app.

We're going to make further improvements to the subscription management experience, but one thing that's already improved is that your subscription changes (such as changing the number of licenses) are applied immediately, instead of waiting for us to make manual changes to your application.

The subscription management features of our old system, at portal.topleft.team, are no longer used. Portal.topleft.team continues to be used for our knowledgebase and technical support platform, at least for a while longer.

We'll keep this short and sweet. If you have on-premise ConnectWise and filter access by IP, you need to update the list of allowed IPs. We've refreshed our cloud infrastructure in all regions.

Get the list of new IPs from the knowledgebase.

ConnectWise and Autotask have no way to track ordering of tickets to indicate the order in which they should be worked. So the ordering of cards is one of the things TopLeft has always tracked on its own, separately from the data synced from the PSAs.

The ordering method we used when TopLeft was launched years ago has been effective- but it wasn't perfect. It could fail when multiple tickets were dragged between columns very quickly. And it didn't scale well in environments with tens of thousands of tickets. And it made some backend maintenance operations take a long time.

So we've replaced the original method with a better method that fixes each of those problems.

If you were refraining from quickly dragging multiple tickets in a column or between columns, you can resume doing that. Let us know if you run into any issues. Thanks for using TopLeft!

If you use TopLeft in a remote desktop environment, the app's animations may have slowed down your experience as every frame of every animation was sent over the network.

TopLeft is about speed, not about animations, so now you can disable those animations. Go to the (brand new) user settings page by clicking your name in the top-right corner, then click Account, then find the option:

This announcement feed has been quieter than normal lately, but we've still been hard at work behind the scenes. Read up to see what's new in TopLeft.

Improvements

• We are in the process of migrating our payment platform to a new provider. New customers are already using the new platform, and we anticipate migrating existing customers in the next couple of weeks. This will allow us to improve your purchasing and account management experience. For example, when customers on the new platform make changes to their subscription, the changes are applied immediately rather than within one business day.
• Wherever company/account or contact fields appear in the app, they are now dynamic search fields that allow the pages to load much faster.

ConnectWise

• Activities edit dialog- a number of new fields were added so you can quickly update your activities
• On the ticket edit dialog, the contact field is now optional instead of mandatory.
• Improved performance of the board when using the Owner swimlane option.

Autotask

• We continued migrating from using the old SOAP API to the new REST API.

Bug Fixes

• Corrected an issue where time recorded in a stopwatch didn't always appear in the time entry dialog.
• Corrected an issue in Autotask mode where a ticket account could not be updated in the edit dialog.

Users of TopLeft for ConnectWise can edit Activity records directly from Kanban boards. We recently added the ability to change more fields about an activity: the activity's company and contact and the associated ticket or opportunity.

Editing the records from Kanban helps you work faster and stay more organized compared to working only out of ConnectWise.

To edit an activity, find the activity card on a Kanban board, click the "..." menu on the card, then click "Edit Activity".

Editing of records is available in the TopLeft Standard plan.