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.