Those who use TopLeft for ConnectWise now have a new way to filter the tickets that show up on a Kanban board. You can select tickets where you are a member of the ticket's company's team in ConnectWise.

This limits the tickets on your board to only those for companies you are responsible for. It's especially useful for account managers or project managers.

To use this filter, click Filters in the main menu:

TopLeft can now send messages to your clients and technicians with a From address at your own company domain.

TopLeft sends emails to your clients and technicians in a few circumstances. For example, emails are sent when a contact is invited to the client portal, or when technicians enter notes on a ticket, or when a technician is assigned to a ticket.

Previously TopLeft sent these emails with a From address of noreply@topleft.team and a Reply-To header of some address at your company. This was to ensure high delivery rates and minimize the configuration you needed to do to use TopLeft.

However, now TopLeft can send these messages with a From address at your own domain. This will make messages more recognizable for your clients and technicians.

If you'd like to send emails with the From header instead of Reply-To header, please contact the helpdesk. You will need to create DNS records in your email domain as part of the setup.

We're delighted to announce the TopLeft dashboard. The dashboard gives historical context on your workflows, summarizes the work on each Kanban board, and highlights bottlenecks in your teams.

This feature is being released with the Teams feature we announced last week.

The dashboard is organized by team. The boards for a user's teams are shown on the My Boards tab so it's easy to find the most relevant dashboards.

The dashboard for a team's main Kanban board shows the following info:

• Card volume trend: shows the daily count of cards on the board over the last four weeks, including the number of cards with warnings (orange labels), errors (red labels), and the total count of cards.
• Cards: the current count of warning, error, and total cards.
• Workflow delays: for each column on the board, the average length of time the cards have been in the column.
• Top swimlanes: for swimlane boards only, it shows the swimlanes with the most cards, as well as the count of warning and error cards.

For boards that aren't the default for the team, much simpler metrics are shown. The dashboard simply shows the current number of warning, error, and total cards on the board.

If TopLeft doesn't automatically choose the best board for a team to show the detailed metrics, the correct board can be selected on the team's configuration page.

The following links are shown for each board:

1. Open: navigates to the Kanban board
2. Open Mine: navigates to the board with filters already applied to show only the user's own work. Using this link can make the Kanban board load quickly even when the unfiltered board has many tickets and takes a long time to load.
3. Edit: navigates to the board edit page (shown to team managers and administrators only)

To get to the dashboard, simply click on the TopLeft or company logo in the main navigation menu.

Here's how the dashboard can help MSPs:

• For managers and dispatchers: shows how a team's ticket counts change over time, highlights boards with many error or warning cards, and indicates which columns or swimlanes could be bottlenecks.
• For engineers: helps to focus on the boards most relevant to the user and to ignore boards for other teams, shows on which boards the user's work appears, and makes it easy to open a board already filtered to show the engineer's own work.

Metrics are recorded nightly. They are not updated in real time. But we've been recording the metrics for a while already so you'll have useful data as soon as the feature is enabled.

Recommended Actions

We previously recommended creating at least two boards for each team:

1. a board with swimlanes for assigned engineers
2. a board without swimlanes

This was because there was not previously an easy way for an engineer to use the engineer swimlane board to see only his or her own work.

However, with the addition of the "Open Mine" button and a recent change to how swimlane boards appear when filtered, it's no longer necessary to have a separate engineer swimlane board and non-swimlane board. Engineers can view their own work very easily from the swimlane board by using the "Open Mine" button on the dashboard.

If your team has two boards, an assigned engineer swimlane board and a board without swimlanes, you can delete the board without swimlanes and have the engineers use the swimlane board for their own work.

Further Reading

Dashboard documentation is available in the knowledgebase.

You can now organize your staff and Kanban boards into teams in TopLeft. This makes it easy for staff to know which boards are relevant to them, and makes access control and configuration much more flexible.

This will be released to customers over the next week. If you'd like to try it right away, email help@topleft.team.

We are also introducing a metrics dashboard, closely integrated with the teams function. Watch this space for that announcement very soon!

Teams are used in a variety of places in TopLeft, offering an improved experience for everyone. Here's how teams can help:

Improved Navigation

In the main menu, boards are listed by their teams, and each user's assigned team(s) are listed first. The boards relevent to each user are listed at the top.

Improved Board Setup and Dispatching

Using teams makes it easier to configure and use the Kanban boards, in two ways:

• A board can be filtered to only show work assigned to people in the board's team. This means when people join or leave a team, it's no longer necessary to change the filters on all the team's boards- just change the team membership in one place, and the boards are updated automatically.
• When assigning members to a ticket, the members available to assign are limited to the board's team members. The dispatcher doesn't need to choose from the whole list of TopLeft users.

Access Control

Teams can be used to restrict access to boards in two ways.

1. Individual boards can be restricted so they are only available to members of the board's team.
2. A new app-wide setting can restrict all boards to members of each board's team. This changes TopLeft from a default-available access mode to a default-restricted mode.

Learn more in the knowledgebase.

This access control method will replace the "security groups" method in TopLeft. The old method is still supported but will be phased out soon.

Flexible Management of Boards

Users no longer need to be a full administrator to create or update boards. A manager of a team can create, edit, and delete boards for the team, withouth being an administrator.

How to Use Teams

There are two steps to use teams in TopLeft.

1. Create a team and specify managers and members.
   As an administrator, on the settings page click Teams.
   
   
   In the Create a Team form, enter the team name, then click Create. Then you can choose the manager(s) and member(s) of the team. Managers will be able to create and update boards for the team.
   
   An individual can be a manager or member of many teams.
2. Assign one or more boards to the team. On the edit page for a board, go to the Teams tab and choose the team the board belongs to.
   
   

Learn more about managing teams in the knowledgebase.

Recommended Actions

In addition to following the above steps to organize your members and boards, we have a few recommended actions:

1. If you have Kanban boards that use filters for assigned members that are part of a team, change the boards from specifying specific members to using the "filter to team" option. This will allow you to change the filters for many boards at once by changing the team membership.
2. If some users have been given administrative permissions so they are able to manage boards, but they don't need to manage site-wide settings, remove their administrative permissions and instead make them a manager of one or more teams.
3. If you use the security groups function to limit access to boards, migrate to the new teams-based restrictions instead.

We hope this function is helpful. If you have questions, email help@topleft.team.

Here are highlights of what we improved in the TopLeft app in September.

Improvements

• On boards using member swimlanes to show how work is assigned to technicians, when the user filters the board to show only their own work, the board now appears without swimlanes. This permits better use of the available space on the page.
• When entering time or setting due dates, a new date picker widget is used. Some users had experienced problems with the previous date picker widget.
• On Gantt charts for individual projects, we've added a way to hide tickets in certain statuses. It's possible to hide tickets in certain statuses on a Kanban board by simply not mapping the statuses to any column, but this isn't possible on single-project Gantt charts. To hide tickets in certain statuses, an administrator can go to Settings > Customization > Gantt and select the statuses to hide.
• When TopLeft sends an email to a contact, an internal note is added to the ticket to record that the message has been sent. This makes it much clearer to technicians and managers that an email has been sent.

ConnectWise

• We've brought back the CC field on time entries.

Bugfixes

• When TopLeft sends an email to a contact or member using rich text formatting, the rich text formatting is now applied properly in the email. (This applies to ConnectWise only, since the Autotask API doesn't support rich text formatting.)

We've improved swimlanes when technicians filter a board to show only their own work.

On a member swimlane board, which shows work grouped by the technician assigned to a ticket, you may have wanted to see only your own work by clicking the "My Tickets" button. Then you would have seen your own work, but it would have still been in a swimlane:

This is useful but the number of cards in the view was limited by the height of the swimlane. It didn't use the whole window to show cards. For this reason, we have previously recommended the use of a separate Kanban board without swimlanes so that technicians could see their tickets in the full board view.

To make it easier to get the full board view for a single technician's tickets, a board with member swimlanes will now appear without swimlanes when the user filters the board to show only his or her own tickets.

This is the same view the technician would get on a board without swimlanes, eliminating redundant information on the screen and allowing more cards to appear in the window.

If you created Kanban boards without swimlanes just so technicians could see their own work using the whole window, you can consider removing those redundant boards.

This change applies only in the following cases:

1. The board has swimlanes that group cards by the assigned member. (For example this doesn't apply on a Company swimlane board.)
2. The user filters the cards to show his or her own work. (It doesn't apply when filtering for someone else's work.)

A few months ago we introduced a function for emailing ticket notes to any team member or company contact.

For ConnectWise users, at that time we removed the ability to use the general CC field from the PSA. But we heard from some customers that the Notify feature couldn't completely replace the CC feature. So we have returned the CC function to TopLeft's time and note entry screen for ConnectWise.

We've introduced a new variation of our Gantt charts to help you visualize how team members and managers are scheduled.

When you're viewing the Projects Timeline, showing how your top-level projects are scheduled, now you can group the projects by their Manager/Lead. This makes it clear how the projects are scheduled for each person when you have multiple managers.

Just click "Group by: Manager" on the Gantt page to view it this way.

Similarly, when you're viewing the Gantt chart for tasks of multiple projects you can now group them by member. Just choose "Group by: Resources".

With this view, you can see all the project work scheduled for each team member, making it easy to spot periods where too much or too little work is scheduled for a member.

As a reminder, Gantt charts are now available to all licensed users, not just those with Manager licenses. We'd love to hear what you think about the improvements we've made to Gantt charts over the last few months.

You can now attach files to tickets and tasks in TopLeft. This is available from the Files tab of the ticket editor.

The maximum file size is 10 MB for ConnectWise and about 6 MB for Autotask.

It's been a long time since we wrote a summary of what's changed in the TopLeft app. There's a lot in this update! In this period we also hired two software developers so we can keep improving things for you even faster.

Here's a summary of what we've been up to:

Improvements

• Added support for Single Sign On (SSO) using Microsoft Entra ID.
  
  
• Big improvements to Gantt charts: Gantt charts are available to all users (not just Managers), are available in client portal, can show work arranged by who's assigned to the task, charts can be exported to PDF, the tickets/tasks on the Gantt chart match those from the Kanban board from which it was launched, and we made a whole lot of usability improvements.
• CloudRadial client portal improvements: clients can now edit tickets/tasks by dragging between columns, adding a note to a ticket, or creating a new ticket.
• Added the ability to send ticket time entries and notes to any company contact or technician.
• Added swimlanes for tickets and tasks based on dates.
• When adding a ticket, you can set the ticket contact.
• Added a tool to test the permissions granted to the TopLeft API member, so you can proactively check the permissions are still correct instead of seeing errors in the app or sync log.
• When you assign someone to a ticket, the assignment is recorded as an internal note.
• Pods in the ticket/task editor now reload whenever any pod is saved, to ensure all form information is complete and up-to-date.
• The Users page in the settings section now lists the license assigned to the user.

ConnectWise

• Added display of images in tickets and ticket notes and rich text editing of those records.
• Added the ability to dispatch tickets to ConnectWise teams.
• Added display of company and contact alerts, so engineers are always aware of those special considerations for special clients.
• Added support for Company Sites- with a board filter, swimlane, label on cards, and ability to change the Site from the ticket editor.
• Added a board filter for the Company Type field of a ticket - especially useful if you use this field to identify the pod responsible for a ticket.
• Added a way to hide merged tickets.
• When dispatching a member to a ticket, you can set the Where and Status fields of the assignment.

Autotask

• Service tickets and project tasks can be shown together on one board!
• Added an option for project cards to show the project's department and use the department for swimlanes.
• Added a filter for Kanban boards to filter tickets by queue.

Bugfixes

• Times on Kanban boards now appear in the user's timezone, not the server timezone.