TopLeft has always shown the company/account of a ticket on the card on the Kanban boards. Most of the time it's useful to know the company/account of a ticket.

Showing this field is now optional. It can be useful to omit the company/account field in a couple of cases:

1. When a Kanban board only shows tickets for a single company- such as a board showing only internal work for your MSP
2. For enhanced privacy for your customers if you take screenshots or perform screen sharing while using TopLeft.

The option is available on the General tab of the board edit page. Here's how it looks for Autotask customers. For ConnectWise customers the field is called "company".

Autotask customers can now create Kanban boards that show only tickets belonging to no Queue, or tickets assigned to a set of selected Queues OR not belonging to any Queue.

Previously, tickets belonging to no Queue could only be shown if the Queue filter was not used at all.

To use this functionality, select the "Unassigned queues" option on the Filters tab of the Kanban board edit page.

When you make changes to Autotask data from TopLeft, Autotask has been recording the change as made by your TopLeft API member. This made various activity and audit logs less useful and harder to understand.

Here's an example. Who is "API, Kanban" anyway?

But no more- now TopLeft can make changes to your Autotask data and Autotask records the change as being made by the Autotask user. This is known as resource impersonation.

Impersonation is disabled by default for existing customers because it requires some extra setup for the TopLeft API user in Autotask. To enable impersonation, follow the instructions in the knowledgebase.

Happy New Year from TopLeft! 🎆 

Here are a few things we added in November and December you may have missed. We're looking forward to announcing a LOT more great stuff in 2022.

Our CEO Wim Kerkhoff reviewed the highlights of the year and gave a sneak peek into some plans for 2022. Watch on Youtube:

Now for what's changed in TopLeft:

ConnectWise

You can select the ConnectWise boards from which TopLeft syncs tickets. This can help reduce the load on both your ConnectWise and our systems when you chose to not sync tickets for ConnectWise boards you don't use in TopLeft.

Autotask

You can view and edit a ticket's contract in the edit ticket dialog.

Bugs Fixes

• Fixed a few issues in the "Expand column" view
• Fixed an issue showing the number of tickets with SLA warnings
• Fixed the display of new lines in ConnectWise ticket notes in certain circumstances

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.