ConnectWise can show notices about companies and contacts in the ticket editing page. For example, a company may have an agreement that only a specific individual is permitted to approve work. This notice is shown on all tickets for the company so engineers are aware.

TopLeft can now show these notices. This will help your engineers be confident they can work from TopLeft without missing out on important company and contact information.

When a notice exists for a company, an alert icon is shown on the company label on the card.

We've added a few new ticket filtering options for ConnectWise users. You can use these filters to make boards that are more precise about the tickets that are shown.

The new filters are:

1. Company Site- you can choose to show tickets that belong to one or more particular company sites. We've also added a swimlane option for Company Site.
   
   
2. Merged tickets- you can choose to show tickets which have been merged into other tickets. By default, merged tickets are not shown.
3. Tickets without a type- if a board already filters by Ticket Type, it may be useful to include tickets that do not have a Type value provided. This is the "No type" checkbox below the Type field.

These are available on the Filters tab of the board add or edit page.

Our ConnectWise users can now use the Where and Status fields of a schedule entry when dispatching from TopLeft.

To dispatch a member, click on any ticket card on a Kanban board and then click the Dispatch tab in the editor.

The Where and Status fields are also visible on cards when using the detailed assignment type display.

For our ConnectWise customers, now you can read and write tickets, notes, and time entries with rich text and images. Be aware the adding of images requires one additional permission in TopLeft's security group in ConnectWise (more on that below).

For our Autotask customers- we would have loved to make this work for you too, but the Autotask API doesn't support it. Vote on this idea on Datto's feedback site to encourage them to improve the API.

In ConnectWise you can see tickets and notes with their original formatting and images. This is especially useful when clients send emails with embedded images.

When you're writing time entries or creating or updating tickets, you can use rich text and images. You can use bold, italics, underlines, ordered and unordered lists, and links. Images can be pasted using the usual keyboard shortcuts, or uploaded with your normal browser upload dialog.

In the client portal, clients can also make use of this when they create tickets or make notes.

To write notes, time entries, and tickets with images, TopLeft uploads the images to your ConnectWise API. To do this, the TopLeft API member needs one additional permission we didn't previously need: Under Companies -> Manage Attachments, set Add to All. Please have your ConnectWise administrator make this change in the security group used for the TopLeft API member. If this is not done, someone who tries to enter an image in a time entry or ticket will see a permissions-related error message.

While you're at it, TopLeft administrators can use our recently-added tool to verify the read permissions of their API member. It's available from the Settings page, under ConnectWise API or Autotask API, then click Check Permissions. Be aware this tool only checks read permissions, not add/edit/delete permissions.

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.