We have a new tech support portal at https://help.topleft.team/tickets . You can register there to submit tickets online and to see your current and past tickets.

We are not migrating tickets from our old support site, so you won't see older tickets in the new portal.

As always, you can continue to email us at help@topleft.team. Tickets submitted by email are also shown in the new portal.

Stay tuned because we have more news coming regarding support resources.

Here are a few things we've improved in the TopLeft Kanban app in January and February.

In addition to these improvements, in this period we dedicated two weeks to experimenting and prototyping a new Kanban app with completely new technologies. The results were great and we're excited to use these technologies in 2022 to make Kanban much, much better. Stay tuned.

Improvements

• Visualize your workflows in a whole new way- with cumulative flow diagrams, cycle time scatterplots, aging charts, and other agile charts from Nave. Nave already integrates with Trello, Jira, and other Kanban tools, and can now be used to give you extra insight from your TopLeft Kanban boards. For more information, join us for the launch webinar on March 15 or read the blog post.
• Get new TopLeft users onboard faster with onboarding progress help.
  
  
  There's also similar onboarding progress help for system-wide configurations for new customers.
• New customers can use self-serve in-app options to subscribe to TopLeft at or after the end of their trial. In the near future this will be expanded to offer subscription and payment management for all customers.
• TopLeft now by default keeps closed/completed tickets for 24 hours before removing them from the app. Customers who had the prior defaults (immediate removal for ConnectWise, or 8 hours for Autotask) have been updated to use the new settings.

ConnectWise

• The ticket time entry screen shows the contact name and assigned members.

Autotask

• When impersonating a user for Autotask API requests, the limits of the current user's role are respected. For example, tickets can't be closed if a user's security role doesn't allow it.

Bug Fixes

• Fixed an issue with the ConnectWise API that impacted territory filtering.

TopLeft has completely refreshed our infrastructure to upgrade certain software versions, resulting in new source IPs in all regions. This includes the Asia-Pacific region we announced new IPs for earlier today.

If you have an on-premise ConnectWise server behind an IP-filtering firewall, please refresh your allowed IPs from the list in the knowledgebase.

For ConnectWise customers in the Asia-Pacific region who use a source-IP filtering firewall, please update your rules to accept traffic from these TopLeft IPs:

• 139.59.97.153
• 139.59.100.210
• 159.223.77.124
• 139.59.250.103
• 159.223.77.125

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.