TopLeft integrates with CloudRadial to make it fast and easy to communicate with your clients about projects.

We've just made the integration much better.

Your clients can now edit project tickets/tasks in CloudRadial, in the same way they can do so in our built-in client portal.

Clients can make these changes:

• Change ticket status by dragging a card to a different column
• Add a note to a ticket. This emails the engineer(s) assigned to the ticket.
• Create a new ticket. Clients can choose the ticket description, content and project phase, but can't choose the status, priority, type, or other options- these are set by the TopLeft administrator.

These changes are only permitted if you choose to allow them in the board configuration.

To let your clients update projects in CloudRadial, follow the steps in the knowledgebase article.

We also have a knowledgebase article about setting up CloudRadial access.

We have refreshed our infrastructure, so if you have an on-premise ConnectWise Manage server behind a source-filtering firewall, please update your whitelist. This applies to all regions. The new list of IPs is available in the knowledgebase.

We have a few improvements to announce.

Refresh Ticket Button

Sometimes a ticket is updated in the PSA while you already have the ticket open in TopLeft. Previously, to refresh the ticket in TopLeft you had to close and re-open the editor. Now you can just click the Refresh button, and all panes in the editor will reload.

Set Contact When Creating Tickets

When you create a ticket or task in TopLeft, now you can specify the contact. This is useful so that a company's default contact is not sent the "new ticket" emails from your PSA for every ticket you create in TopLeft.

Gantt Chart Filtering

Previously, when you viewed a Gantt chart for multiple projects, you would see all the projects from the Kanban board, even if you had applied temporary page filters. Now the temporary page filters are used on the Gantt chart, so you see the same projects on the Gantt chart that you saw on the Kanban board.

This is a big help when you're using a Kanban board that shows many projects, but for your Gantt view you only want to see a limited set of projects.

We also made big performance improvements to the Gantt chart for multiple projects.

ConnectWise Company Type Filter for Tickets

For ConnectWise users, you can now filter Kanban boards based on the Company Type field of a ticket's company.

This is really useful if you used the Company Type field to indicate the pod responsible for the company. You could use this new filter to set up a Kanban board for all the work a pod is responsible for.

Autotask users can now see service tickets and project tasks together in TopLeft!

Here's an example of a board with a top swimlane for service tickets, followed by swimlanes for each project. This is a great view for engineers to see all their work in one place, whether the work is for helpdesk or projects.

The boards can even be configured to show the service and project work mixed together within the same columns- making it easy to rank tickets and tasks together to plan which work will be done first.

To the best of our knowledge, TopLeft is the only platform that can show Autotask tickets and tasks together.

To show tickets and tasks together, administrators can click Boards in the main menu, then Add Board, then Ticket + Tasks.

This feature has been used by a number of customers already and now we're offering it to all Autotask users. We still have a few improvements in the backlog, such as for automatic ranking and additional filter choices, but the most widely used functions are available today. Try it out and let us know what you think!

We've brought improved project task editing to our Autotask users in TopLeft. Instead of needing to open multiple dialogs to edit various things about project tasks in TopLeft, now you can edit tasks in a single dialog with tabs for the key sections.

You can edit key task details, enter time and notes, assign and dispatch engineers, and view file attachments.

To open the editor, just click anywhere on a card.

There are also buttons available on cards that permit opening specific tabs of the editor with a single click, as well as opening the ticket in Autotask with one click.

Finally, you can also open the editor using keyboard shortcuts.

The keyboard shortcuts documentation is available under the Help menu, Keyboard Shortcuts item.

This editor was already available for service tickets and is now used for project tasks.

TopLeft now supports Single Sign-On (SSO) using Microsoft Entra ID (previously Azure Active Directory).

Using SSO makes it easier and more secure to authenticate in TopLeft. Users have one less password to manage, and an organization's existing password and MFA policies are respected.

To use SSO, your Azure administrator needs to set up an Entra ID app and client secret. Get the full SSO setup details in our knowledgebase.

We've introduced a few new types of swimlanes and filters. Read on- they might make part of your job a lot easier!

Date swimlanes for tickets and tasks

Project boards have supported date-based swimlanes for some time and now we've brought that functionality to tickets and tasks. Date swimlanes group work based the start or end or due date, grouped by week, so you can see all the work that's supposed to start or end in a certain week.

The new swimlanes are:

• ConnectWise tickets: estimated start date, due date
• Autotask project tasks: start date, end date
• Autotask service tickets: due date

The rest of the improvements are for Autotask.

Autotask project department visualization

For Autotask project boards, now you can show the project department on the card.

You can also group projects by department- just set the board's swimlane option to Department.

Queue filter for Autotask ticket boards

On Autotask ticket boards, now you can easily filter for tickets on a single queue.

Task department filter for Autotask ticket+task boards

We've introduced an early version of Autotask ticket+task boards, which show service tickets and task boards on a single Kanban board. We've added a filter that applies only to the tasks on the board (not the tickets), to include those that match your selected departments.

If you'd like access to the ticket+task board beta, send a message to help@topleft.team.

We now offer a tool to check if you've correctly set up your ConnectWise or Autotask API permissions in TopLeft. It's important to set this up properly because if you don't, you may not see all your PSA data in TopLeft.

The tool checks all the permissions TopLeft needs to read data from your PSA. Sometimes as we add new features, we need new permissions, so it could find missing permissions due to changes in our requirements over time.

To use the tool, do this:

• As an administrator, click the gear icon in the main menu
• Under Data Sync, click "ConnectWise API" or "Autotask API"
• Click "Check Permissions". You will be taken to TopLeft's administrative site for the check.

If you need to update permissions, refer to our documentation:

• For ConnectWise
• For Autotask

Here's what we improved in the TopLeft app in January and February 2024.

Improvements

• Client portal users can now create tickets in the portal. This can make it a lot easier for your clients to request services, because they can create tickets in the same place they view existing tickets.
• You can now update TopLeft's API credentials in your PSA from within the app.
• Client portal users now see work assigned to any engineer, not just licensed engineers. This is similar to how users with Manager licenses see tickets.
• The Nave configuration page has been updated to be much simpler and easier to use.
• When entering time, the default date of the time entry is the date of your last time entry. This behaviour can now be disabled if you'd rather the date to always default to today. You can change this setting in your Account page.
• In our CloudRadial integration, we clarified the error message shown when a user opens a project in CloudRadial that doesn't exist in TopLeft (usually because it's already closed).
• For new customers, the TopLeft application is deployed immediately when they submit the configuration information. It no longer requires action from our support team.

Bugfixes

• Fixed an issue that caused slow performance when loading boards.
• Fixed a problem that caused card status updates to not be saved.
• Fixed an issue on Autotask ticket boards that prevented dragging tickets diagonally to change status and assignment.

From time to time you may need to change the credentials you gave to TopLeft to sync and update the tickets and projects in your PSA. Until now, if you needed to change the credentials, you needed to submit a support request.

But now you can review your PSA credentials in your TopLeft settings page and update them on our administration site.

The page is available for administrators in the Settings section, from the ConnectWise API or Autotask API link: