MTX changelog
What changed in MTX, newest first. The MTX guide describes how it works now, and the full changelog covers every product.
- Add Email Recipients as Contacts
The From, To and Cc line of an email note marks people who are not contacts of the ticket's company and adds them as contacts in one click.
- Filters Panel in Ticket Search
Ticket Search has a Filters panel that sets out its filters as a form and adds Type, Owner, Assigned, and Entered and Updated date ranges.
- Hide Duplicate Notes
MTX hides a ticket note whose text one of your time entries on the ticket already shows, such as an email also saved with its time entry.
- Lists in Task Answers
Enter now adds a line in the answer of a task that ends with a colon, and Ctrl+Enter marks the task Done. Answers show as formatted lists.
- Schedule Across Time Zones
MTX can show schedules in each member's time zone and enter new schedule times in the technician's or the customer site's zone.
- Search Notes and Time Entries Across Tickets
Notes/Time Search finds words in the time entries and ticket notes of every ticket, by any member, over a date range, and opens a ticket at the note.
- See Who Was on an Email
Email notes in MTX now show who sent the email, who it went to and who was copied, without opening the attached email.
- Turn Off Merging Tickets
A new setting lets administrators turn off merging tickets in MTX, so technicians can only bundle them. A ConnectWise merge cannot be undone.
- Keep Nilear AI Tasks Off the Ticket Discussion
A new setting starts the tasks Nilear AI creates marked as Internal notes, so completed AI tasks are saved as an internal note instead of on the ticket's Discussion.
- Remove Duplicate Tasks After Bundling Tickets
After you bundle tickets in MTX, Nilear AI finds the open tasks that repeat the same work and offers to remove the copies, so the parent shows each piece of work once.
- Require Custom Fields Only on Their Boards
Administrators can limit a required ConnectWise ticket custom field to specific boards, so MTX asks for it only on tickets of those boards.
- Choose and Arrange the Ticket Properties
Hide the ticket properties you never use, add fields such as Severity, Date Entered or your ConnectWise custom fields, and put them in your own order.
- Clearer Edges and Stronger Colors in MTX
The ticket view's sections have clearer lines and its buttons darker edges, and the Tickets list's statuses and ticket numbers are easier to read.
- Compact Tabs Keep Your Working Tickets in View
A new Compact tabs preference shows the MTX tabs as icons on any screen size, so the tickets you are working on and their timers stay in view.
- Do-Not-Reply Addresses Kept Off the CC List
MTX no longer moves a do-not-reply sender to the CC List and removes do-not-reply addresses from it when you Work on Ticket or Send Email.
- Edit and Delete Standard Notes
Fix a typo in a standard note or remove one you no longer use. Choose Manage standard notes at the end of the Add Note list.
- In-house Updates Match the New Notes Look
In the modern notes layout, a ticket's In-house Update is now a purple note card like the other notes, with its controls in the header and who it is pending for below.
- Open Links in Ticket Tasks with One Click
A web link in a ticket task's text or resolution notes now shows a small link button under the task that opens it in a new browser tab.
- Slimmer Alerts Above a Ticket's Notes
In the modern notes layout, company alerts and flagged company and contact notes above a ticket's notes are now slim strips that take far less room.
- Edit a Site's Custom Fields
The Edit Site and New Site windows now show the site's ConnectWise custom fields, so you can fill or correct them without leaving MTX.
- Always Show the State and Board Type Bars
Show the Tickets list's State filter and every board type as buttons on a row of their own, instead of the Type menu.
- Arrange the Ticket Summary's Tabs
Choose the order of the ticket summary's tabs, and which are on the tab bar or under More, from Arrange tabs at the foot of the More menu.
- Ticket Buttons Stay Put While Changes Are Pending
The ticket's pending changes count now sits to the left of the buttons at the top of a ticket, so the buttons no longer move when it appears.
- Ticket Number Buttons and Wrapping Statuses
The Tickets list's ticket numbers are buttons again, long statuses wrap, and customer-updated rows are amber again in the light theme.
- Ticket Properties as Cards or a Compact List
Choose between the grouped property cards and the compact list of ticket properties, in the ticket summary and in Work on Ticket.
- Ticket Properties on Top or on the Right
Choose whether the ticket summary shows its properties above the notes or beside them, and edit the ticket's summary in the title.
- Tickets Toolbar Keeps to One Row
The Tickets toolbar hides the State caption and the Quick view names only when they would push the SLA button onto a second row.
- Your Layout Options for Tickets
Three new choices for how MTX lays out tickets: properties on top or on the right, as cards or a list, and the State and board type bars always shown.
- A Clearer Ticket Summary Header
The ticket summary's header shows status, priority and board as editable pills, adds a Schedule button and shows who else is working the ticket. Delete moved into the More menu.
- A Notes Timeline in the Ticket Summary
The ticket summary's notes are a timeline with day dividers, kind badges and New marks for notes written since your last visit, with one toolbar to add, search and filter.
- A Shorter Tickets Toolbar and Stronger Colors
The Tickets tab's toolbar is back to two rows, its bands are dark in the dark theme, and customer-updated, in-house and selected rows are filled again.
- Clearer Status, Board and Priority Lists
The status, board and priority lists follow the light or dark theme, mark the current value, and a status that needs work opens that work instead of being blocked.
- Easier-to-Read Properties in the Ticket Summary on Smaller Screens
On laptops and tablets, the ticket summary's properties show the key fields in one row and every field in grouped cards, with nothing cut off.
- Easier-to-Read Ticket Properties
Ticket properties show each label above its value, so nothing is cut off, and Work on Ticket's Ticket Properties tab matches the ticket summary's panel.
- Fewer Tabs in the Ticket Summary
The ticket summary shows its most used tabs and puts the rest under More. You can pin a tab, see how many notes a ticket has, and switch tabs with the number keys.
- Link Project Tickets to Activities
The ticket picker on an activity can now search project tickets as well as service tickets, so an activity can be linked to either.
- MTX 5.2 Released
MTX 5.2 brings a redesigned Tickets tab and ticket summary, with views, filters and properties in easier reach and clearer status, board and priority lists.
- The Ticket Summary on a Phone
On a phone the ticket summary has a compact header, Notes, Details and More tabs, a sheet for the other tabs and actions, and Work on Ticket always at the bottom.
- Ticket Properties Beside the Notes
On wide screens the ticket summary shows its properties in a panel beside the notes, with warnings, the team, SLA and budget meters and how far off the due date is.
- Earlier Messages Folded Away in Email View
Email View no longer repeats an email's quoted messages that are already notes on the ticket. They fold behind Show earlier messages.
- A Cleaner Tickets List
The Tickets list marks customer responses, in-house updates and selected tickets with a colored edge, and shows each status as a colored pill.
- Choose Columns and Row Height From One Menu
The ticket list's Columns button opens a menu where changes show at once, with a new Comfortable row height for roomier rows and bigger buttons.
- Choose Your Ticket View from One Place
The Tickets tab has a View switcher for Standard, Ticket Search, My Queue and the Quick views, labeled Quick view buttons, a Filters button and an SLA count.
- Company, Contact and Schedule in the Summary and Assigned Cells
The ticket list shows the company and contact under the summary, and the schedule beside the assigned member, so it needs fewer columns.
- Describe Your Own Ticket Views
Describe the tickets you want in a sentence, or paste a screenshot of a ConnectWise view, save it as a view on the Tickets tab, and keep it private or share it.
- Edit a Contact's Custom Fields
The Edit Contact and New Contact windows now show the contact's ConnectWise custom fields, so you can fill or correct them without leaving MTX.
- Keyboard Shortcuts for the Ticket List
Move through the Tickets and Queue lists, open a ticket, start work and jump to Lookup from the keyboard; press ? to see the keys.
- New Colors for the Efficiency Chips, an Efficiency Strips View and a New Timeline
The Time Machine's Efficiency Chips have new colors, a new Efficiency Strips view shows each member's day on a time axis you can scrub, and the timeline is redrawn.
- Turn Off Skill Prompts Without Losing Skill Management
A new Skill Prompts switch stops MTX asking members to confirm their skills, while My Skills, Skill Management and Queue Targeting Rules stay available.
- Close Open Tasks Without Leaving Wrap-up
When open tasks hold up Completed or a resolved status, the Open Tasks warning now lists them so you can mark each one and carry on.
- See Ticket Work Before ConnectWise Catches Up
MTX shows a ticket's new status and who is working it as soon as you act, and asks before you start a ticket a colleague is already working.
- Choose Whether Auto PSR Tickets Resume on Their Own
Under the One Ticket Method you can now keep Auto PSR tickets in *PSR when you finish a ticket, and resume them yourself from their tab.
- Rename and Delete Project Phases
Rename a phase or delete an empty one from a project's Work Plan.
- Filter the Availability Board by Status, and Find a Member
The Availability Board now counts members by status, filters to the statuses you pick, and has a Find a member search.
- Add Phases to a Project
A project's Work Plan now has an Add Phase button. Use the button beside a phase's + to add a sub-phase under it.
- Save a Working Note as a Standard Note
Write a note you will want again? Open the ... menu to the right of the note in Working Notes and choose Save as Standard Note.
- See and Edit Your Custom Rules Behind a Nilear AI Result
Nilear AI results on a ticket now link to your company's custom rules for that tool, for the ticket's board and for all boards. Administrators can edit them there.
- Your Own Polish Notes and Polish Email Rules
Each member can now keep personal rules for Polish Notes and Polish Email, which Nilear AI adds to the company's global rules for that member's own requests.
- Mark Working Notes Internal or Resolution
The three-dot menu of a working note in Work on Ticket now offers Mark as Internal Note and Mark as Resolution Note in place of Mark as Internal Time Note.
- Queued Statuses with a Reason
Besides Queued, a ticket status named Queued - reason, for example Queued - Follow up, now adds the ticket to MTX's Queue when a ticket is moved into it, in MTX or in ConnectWise.
- Contact Details from Ticket Notes
Hover over the name or picture of a contact on a ticket note to see their email addresses and phone numbers.
- Always Ask for Status on New Tickets
When a Board is chosen for a new ticket, MTX sets the Board's Default New Status and skips the Status step.
- Enter Hours on New Time Entries
The End Time step of the New Time Entry form has a new Hours field, so you can say how long the work took if the current time as the end time is not sufficient.
- Email Notes: Email View and Text View
A ticket note that arrived by email is shown the way the sender wrote it, with its formatting, tables and inline images.
- Keep Agreement on Contact/Site Change
Changing a ticket's Contact or Site checks the ticket's agreement against ConnectWise's default agreement, and either sets it or asks which agreement to use.
- Configuration Search Columns
The configuration search list - on the Configurations tab, under a company's Configurations and on a ticket's Configurations tab - now has an Edit Columns button () next to Create.
- Link an Activity to a Ticket
An activity now has a Ticket field next to Company and Contact, like the Ticket picker on ConnectWise's Activity screen.
- Ticket List Column Widths
You can now set the width of the columns in the ticket list. Turn off Responsive Web Design Columns in the Customize Columns dialog, then drag the right edge of a column heading.
- Skip Schedule & Commit at Wrap-up
Skip Schedule & Commit now asks what to do when the ticket still has schedule records that have not yet taken place.
- Non-Ticket Users on the Availability Board
Settings -> Member Management -> Users now has a Non-Ticket User checkbox beside Availability Board.
- Notes Filter
The Notes tab of a ticket now has a Filter icon beside the Classic/Modern and sort toggles.
- Contact Title
The Contact selector on tickets and schedule records now shows the contact's ConnectWise Title.
- Exclude Boards from SLA Warnings
The SLA Warning window now has a Boards control, letting you exclude boards you do not want SLA warnings for.
- Spectator Control
Allowing the creation of Spectators, schedule records with no date or time, are now controlled on their own, by Allow Spectators under Settings -> My Tickets -> Interface.
- Companies: Create & Edit
A new Companies option has been added to the View Additional Options menu.
- Required Custom Fields Before Resolving
Custom Fields marked Required in ConnectWise are now enforced when a ticket is resolved.
- Required Custom Fields on New Tickets
New Ticket now asks for required ConnectWise Custom Fields as the last question in the Category step, right after Urgency, Source and Type.
- Suggest Company & Contact with AI
AI reads the ticket, works out which company and contact it belongs to, and matches them in ConnectWise.
- Configuration Manage & Remote Links
Server and Workstation configurations now offer Manage and Remote buttons that launch the device's management console (RMM) and remote session (such as ScreenConnect) in a new browser tab.
- Required Custom Fields on Configurations
Custom Fields marked Required in ConnectWise are now enforced on configurations.
- Customer Responded Column
A new Responded column is now available in the Tickets table, flagging the tickets a customer has replied to.
- Multi-Value Column Filters
Column filters in the Tickets, My Queue and My Schedule tables can now match more than one value at a time.
- Queue Targeting: Active Role
A new Active Role targeting option is now available in Queue Targeting rules. When enabled, only users whose Availability Active Role matches the specified value will be targeted.
- Budget Hours Column
A new Budget column is now available in the Tickets table. The column can be enabled through the Customize Columns menu.
- Batch Schedule Actions
Select several schedule records in My Schedule and act on them at once, such as marking them all done.
- Fixed Working On Schedule
A new Fixed/Floating Working On Schedules setting has been added to MTX's Schedules settings.
- Create Ticket Goals with AI
AI identifies every request in a ticket and turns them into ticket tasks.
- Split Ticket with AI
AI splits a ticket with several unrelated requests into separate, focused tickets.
- Polish Notes with AI
Introducing AI-Powered Notes Polishing – refine your working notes into clear, well-structured entries in seconds.
- Suggest TSI with AI
AI suggests the Service Type, SubType and Item for a ticket.
- AI Feature Controls
Administrators can now enable or disable each AI feature independently. These settings are available under Nilear -> Settings -> My Tickets -> AI Features.
- Polish Summary with AI
Introducing AI-Powered Summary Polishing – instantly generate clear, concise ticket titles from your current summary.
- Finer Control over Availability Listing
For individual users, you can control whether they can view all users or only themselves, and whether they can update other users’ availability status or only their own.
- Include Notes with Email Control
MTX now lets you control, at the individual ticket level, whether your notes are included in your drafted email.
- Polish Email with AI
Introducing AI-Powered Email Polishing – transform your customer communications with intelligent, professional refinement in seconds.
- Timesheets
A new Timesheets view of your weekly time entries, with auditing and entry tools.
- SLA Warnings
A new SLA Warning system with an ALERT state for tickets nearing their SLA deadline and finer popup control.
- Warehouse Inventory Picking and Shipping
A comprehensive Warehouse Inventory Picking and Shipping system has been added to product management in the Ticket's Expenditures tab.
- Calendar Cell Duration Control
You can now manually set the calendar cell duration from the calendar toolbar. Choose between Auto mode (which adjusts based on screen size) or fixed durations (10, 15, 30, or 60 minutes).
- Tab Bar Now Draggable on Mobile
The main tab bar and tab bars within the ticket summary window are now touch-draggable on mobile browsers for easier navigation.
- Auto-queue for SLA: Not Responded Tickets
You can now enable Auto-queue per board under Nilear -> Settings -> Board Types.
- Targeting Rule Ticket Status Matching
For Ticket Queuing Targeting Rules, you can now match based on the ticket's Status.
- Availability Status Drop-Down
You can now update your Availability Status directly from the Availability Tab badge in the MTX toolbar.
- Product Picking/Shipping Details
A Picking and Shipping Details for products view has been added to the Ticket's Expenditures tab.
- Auto-generate Charge Codes for Lunch and AFK
You can now have Nilear auto-generate Charge Code time entries for Lunch and/or AFK.
- Require Schedule/Queue for Unresolved Tickets
You can now require a user to provide a Schedule or Queue entry when wrapping-up an unresolved ticket in MTX.
- Batch Set Ticket Team
You can now set the team on multiple tickets from the issues list using the action dropdown menu.
- PSR Limits
You can opt to limit the number of PSR tickets that a member can hold concurrently.
- Charge Code Additional Fields
After creating a Charge Code, you can now update the Deduct Hours, Work Type, Billable, and Work Role fields.
- Show Notes on Left Side
When working with other ticket tabs, such as a Pod, it may be helpful to display the notes on the left side of the screen.
- Request TSI on Ticket Creation
TSI information can now be requested as part of the ticket creation process. The ticket creator can skip entering TSI at any time if it is not yet known.
- Queue Drag-n-Drop Changes
Two changes to drag and drop in the Ticket Queue, including how scheduled tickets are sorted.
- Skip Separate/Duplicate Emails on Notification Ticket Statuses
Avoid sending a contact two emails when a status with an email notification is set along with a drafted email.
- Auto-Acknowledge Ticket Schedules
Viewing a ticket for a few seconds now acknowledges your unacknowledged schedule records on it.
- Temporarily Unavailable
The Availability Board will now differentiate a member's unavailable color based on if the user will be returning today or not.
- Ticket Queue / Customer Responded
Tickets with their "Customer Responded" flag enabled will now be displayed in the ticket queue for any assigned resource, regardless of queue or schedule status.
- SLA Field Update
When viewing a ticket's properties, the SLA field will now display the ticket's current SLA status/deadline in addition to the name of the SLA it has been assigned.
- Autocomplete for Type/SubType/Item
When setting a ticket's Type, SubType or Item, you can now use the autocomplete feature to find a value.
- Ticket Column Filters - Starts With
You can now limit column filtering results with the "Starts With" option by placing a caret ^ at the start of your filter.
- Ticket Summary Time Totals
Total billable, non-billable and invoiced hours can now be seen under the Time tab of the ticket summary.
- Custom Fields for Queue Targeting Rules
You can now use custom fields for queue targeting rules matching criteria.
- Restrict Time Machine Availability
You can now restrict non-managers and non-administrators from seeing the availability of other users within Time Machine and the Availability tab within My Tickets.
- Ticket Task State Resolution Notes
Ticket Tasks that are marked as Done/Failed/NA and do not have pre-existing resolution notes will now have their resolution notes updated to record the state of the task and who completed the task.
- Disable MTX Budget Alerting by Board
You can now control if MTX Budget Alerting is enabled by board. This setting can be found under Nilear -> Settings -> Board Types (https://app.nilear.com/settings/boards)
- PSR Schedule Icon
Calendar views in MTX will now include the icon to indicate a PSR schedule record.
- New Ticket from Config
You can now create a ticket directly from a configuration. After ticket creation, the config will be attached automatically.
- Project List Enhancements
The list of projects is now paginated, searchable and sortable. A link to open the project in CW has also been added.
- Ticket View Tracking
You can now display who has viewed a ticket and when, helping teams monitor ticket activity more effectively.
- Adding Multiple Ticket Tasks
When adding a ticket task, you can now add multiple tasks at once by either clicking the "Add" button rather than the "Add & Close" button or by hitting enter to start the next task.
- Contact Notes
In addition to company notes, you can now manage contact notes with MTX as well as flag contact notes to appear on every ticket for the contact.
- Tickets and My Queue Schedule Firm/Shiftable Indicator
The Tickets and My Queue Date column now shows whether a ticket's schedule is firm or shiftable.
- Configuration Custom Fields
MTX will now display custom fields for configurations.
- Introducing My Calendar
MTX's "My Schedule" provides a streamline view of scheduled work that is either past due, due today or planned for a future date.
- Disable SMS
Administrators now have the ability to disable SMS in My Tickets (MTX).
- Mark Done Option for Extraneous Schedules
When prompted to remove extraneous schedules, you now have the additional option to mark the extraneous schedules as done.
- Restrict Queue Changes
By default, MTX will allow members to change the queue ordering of tickets and target queue rules.
- MTX 5.0 Beta with Ticket Queuing!
MTX 5.0 Beta adds Ticket Queuing, more ticket data columns, over-budget notifications, skill management and viewed-ticket tracking.
- Highlight Firm Schedules
The My Schedule view now provides a Highlight Firm Schedules option.
- View Covered/Not Covered Work Types
When wrapping up a ticket, you can now easily see which work types are not covered by the current agreement.
- Expire Custom Alert/Flagged Notes
MTX will can now parse company and contact custom alerts and flagged company notes containing the text "[Expires YYYY-MM-DD]".
- Address Book Updates
You can now see the company's default site information and contact custom fields from the address book.
- Bulk Remove Tagged Tickets
When using the Tagged Tickets view, you can now select "Remove Tags" from the bulk action drop-down.
- Missing In Action for Others Renamed to Available
The M.I.A. status has been renamed to "Available" for other users. M.I.A. will continue to show when viewing your own availability status.
- More Control over TSI Requirements
You can now specify which TSI properties are required before allowing a ticket to be moved to a Resolved state.
- New TSI Requirement Workflow
When attempting to move a ticket with missing required TSI information to a Resolved state, MTX will now present a popup to facilitate the setting of the TSI information.
- Expenses Tab renamed to Expenditures
The Expenses tab in MTX has been renamed to Expenditures to more reflect its function of including both ConnectWise Expense and Product items under a single tab.
- Set Time Field to the Current Time
When manually creating time entries, such as when adding a Charge Code, a clock icon is now provided, which will set the time field to the current time.
- Notify Enroute
For on-site schedules, MTM users can now easily notify clients that they are on their way by sending an email or SMS.
- Exclude TSI Enforcement by Board
For companies using TSI Enforcement for MTX, you now have the option to disable the enforcement for particular boards under Nilear -> Settings -> Board Types.
- Placeholder and Warnings for Ticket Emails
When drafting an email, placeholders can be used for information that needs to be changed before sending the email.
- Restrict on Territory
MTX will now honor the "Restrict Territory" option for ConnectWise member accounts.
- Auto-Unacknowledge Moved Schedules
When someone else moves your schedule record to another day, MTX clears its acknowledged flag.
- Markdown Syntax for Text Formatting
A Markdown button previews formatted Working Notes, emails and ticket notes and shows a syntax cheat sheet.
- Live Notes and Open Tasks
When viewing a ticket, any live notes being entered during another's MTX "Work on Ticket" session and/or open tasks will now be included under the Notes tab.
- View Inactive Contacts under Address Book
The Company Address Book now includes an "Include Inactive Contacts" button if you wish to view Inactive contacts as well.
- Notifications Overlay Setting
An additional option for notification display has been added to MTX Notification Settings.
- Contact Status
When editing a contact in MTX, you can now update the contact's Active/Inactive status.
- Dispatch Calendar View All Day Option
When using the Dispatch Calendar view, you now have the option to include or exclude All-day events.
- Updated changed to Modified
The "Updated" column has been replaced with "Modified". Modified differs from Updated in that Modified is only updated when the ticket's state/status changes or the content of the ticket changes.
- Availability Board Active Roles
You can optionally assign one an active role for the day. This is most commonly used when assigned additional or different work for the day.
- Availability Status Filtering
In addition to filtering the Availability Board by Team, you can now filter based on users' statuses, such as Lunch or In Progress.
- Reassign Owner Toolbar
A Reassign Owner toolbar lets you remove, change or take over the owner of a ticket.
- International Date Formatting
MTX will now use the "DD/MM/YYYY" date format for international customers.
- Bundle Ticket Button
Back by popular demand! The "Bundle Ticket" button has been returned to the ticket view.
- Ticket Wrap-up Dispatch Option
Under the Wrap-up Scheduling Options step, a "Use Dispatch" button is now provided if you wish to utilize the Dispatch feature over the Quick Scheduler during Wrap-up.
- MTX 4.5.14: Ticket Interface Changes
The MTX 4.5.14 release contains interface changes for bundling tickets, converting tickets, ticket selection, and ticket filtering.
- Spanning Schedules
MTX can now support spanning schedule records. You can also convert a schedule to a multi-day schedule by clicking on the new icon when viewing a schedule.
- Finance Tab
The Finance tab has been added to the MTX ticket view. This tab is only be available for those whose security role includes Service Tickets - Finance rights in ConnectWise Manage.
- No Date Filter
The Date Filter has been updated to include a "No Date" option.
- Spectator Filter
Previously, the Spectator button displayed Spectator schedules "only", excluding date/time schedule records from the view.
- Keyboard Alt-Key Shortcuts
When working on a ticket, you can now move between your working tabs using the following Alt-key combinations.
- Enhanced Configuration Searching
Configuration searching now includes 18 headers to search and sort on. The new search capability is also faster for companies with a high number of configurations.
- MTX 4.5: Projects!
Our MTX 4.5 release is all about projects.
- One Working Ticket Method
Nilear recommends the One Working Ticket Method for new users and for better Real-time Ticketing scores.
- Improved Pod Integration with SideKick, Traceless.io, Thread, etc
Pod Integration in MTX has been updated to include ConnectWise authentication in order to improve communication with third-party Pod (or Managed Hosted API) integrations.
- Board Color Coding Markers
My Schedule and Dispatch Calendar views will now present board color coding markers.
- Autodetect Invalid CC Addresses
MTX will now automatically alert you if an invalid CC email address is encountered for a ticket.
- Dock Pods
Under the Pods tab for a ticket, you can now opt to include a specific vendor Pod as its own tab after the Configs tab.
- Working Notes Colors
The Working Notes section will use a shaded background for historic notes and a yellow hue background for current notes that will be added to "Internal Analysis" only.
- Schedule Send Email
When drafting an email in MTX, you can now schedule when you wish to have your response delivered.
- View Closed Schedules
Under a Ticket's Scheduling tab, you now have the option to view Closed Schedules.
- Calendar/Vertical View for Dispatcher
The MTX Dispatcher can now toggle between Scheduler (horizontal) and Calendar (vertical) views.
- Color Enhancements for Calendars
The contrast between the working hours color and non-working hours color has been increased.
- Moving Missed Schedules to New Date
You can now set a custom date when moving past schedules forward to today or next business day.
- Recent Tickets
You can now view the most recent tickets you have worked on in MTX.
- Company Team Information
The Scheduling tab under a ticket will now show the company's Account Manager and Primary Tech assignments.
- Travel Information for On-sites and New Schedules
When creating a new schedule or viewing an on-site schedule, MTX will now attempt to provide travel information.
- Create Charge Code Time Entry in Schedule Entries
When viewing a Schedule Entry (Non-Ticket, Non-Activity calendar entry), you can now create a charge code time entry based on the schedule entry.
- Improved Non-Working Time Visuals
MTX Dispatcher and calendars have been updated to properly represent non-working times for different individuals based on their assigned ConnectWise working hours, time zone, and holiday schedule.
- Me Scheduling Options
You can now easily assign yourself as owner, schedule yourself a dated schedule record or add yourself as a spectator by clicking on the corresponding "Me" tag.
- Time Entry Custom Fields
You can set and view custom fields on time entries. Below is an example checkbox custom field labeled "Needs Review" under Time Review for a "Working on Ticket" session.
- Filter on Primary/Default Contact
When using the Address Book or creating a new ticket, you can now use the Primary Contact icon to show only the default contact for the company.
- Additional Note & Email Options for 'Working on Ticket' mode
Add an ad-hoc discussion note, internal note, resolution note, email or internal email while in "Working on Ticket" mode.
- Cycle-thru Team Schedules
When using the "My Schedule" view for a team member, you can now easily cycle thru other team member schedules using either the drop-down list or forward & back buttons.
- Company Notes
A Company Notes tab is now included when viewing a ticket or activity and allows one to add, edit, and remove notes associated with the company.
- Flagged Company Note
Company Notes that have been marked as flagged in MTX or ConnectWise Manage will now be displayed at the top of the Ticket's Notes panel.
- Phone Number Lookup
When looking up a contact for a new ticket, you can now supply a phone number as the lookup parameter.
- In-house Updates with Nilear Live
In-house Updates will now also be broadcast to the user's Nilear Teams chat if their Nilear Live is configured.
- Open Ticket after Wrap-up
MTX can reopen the Ticket Summary View after a Work on Ticket session, for administrative tasks.
- Contact Types included in Address Book Lookup
When using the search bar for the Address Book, the query will now also compare the lookup value to the contact's type, such as POC.
- Require Date or Date & Time for Schedules
Under My Tickets Settings (https://app.nilear.com/settings/my-tickets), you can now specify if schedule records require a date or date & time for new entries.
- Deep Search for Ticket Configurations
When searching for configurations under a ticket, MTX will perform a deep search on all values of the company configurations, such as matching a Serial Number.
- Toggle Historic Working Notes
The Working Notes section now includes a "Historic Notes" button, allowing you to hide historic notes within the section to streamline the view for open tasks and active notes.
- Direct Links for Ticket
On the Ticket Summary modal, you can now drop-down direct link options for the ticket.
- Full Ticket Search
In addition to MTX's Live Tickets view, you can now click a search icon on the Tickets tab to switch to a traditional ticket search, which can search across all boards/projects and closed tickets.
- Contact Relationship
When viewing a company address book, the contact listing will now include the contact's relationship.
- Show Tickets I am a Spectator On
On the My Schedule tab, you can now click on the button to view tickets you have only been assigned as a Spectator (schedule record with no date/time).
- Schedule Attribute Quick Picks
When creating a schedule, you can now use customizable quick picks to set the schedule's attributes of Where, Reminder, and Shiftable/Fixed.
- Set Service Type Added to Batch Actions
You can now select multiple tickets at once to set their Service Type, Sub Type, and Item.
- Ticket Statuses Limited for Tickets with Open Tasks
Resolved/Completed status options will now be disabled for tickets with open tasks.
- Select with No Contact
While searching for companies when creating a new ticket, a "Select w/ No Contact" option is now provided to select the company only for the ticket without a contact.
- Location: Other
In addition to setting one's location to Office, Home, On the Road, and Remote, you can now select "Other" and provide a Location name.
- Location: Other
In addition to setting one's location to Office, Home, On the Road, and Remote, you can now select "Other" and provide a Location name.
- Additional Schedule Context Menu Items
Right-clicking a schedule to bring up its Context Menu will now provide the options to alter its Fixed/Shiftable, Where, and Reminder properties as well as sending a notification.
- Company Site Info
Within the Address Book, you can click on a contact's site to view site details.
- Move Email to CC List on CatchAll Change
When changing the company/contact of a CatchAll ticket, MTX will automatically move the original incoming email address to the ticket's CC List.
- Use Shift-Key to Select Range
When selecting tickets, you can now use the shift key to select a group of tickets at once.
- Direct Company Address Book Link
For convenience, we have added the Company Address Book Lookup as a link on the MTX tab.
- Bundle/Merge Multiple Tickets
When bundling/merging tickets, you can now use a "Select Additional Tickets to Bundle/Merge" button to select multiple tickets to be included as part of the bundling/merging operation.
- Custom Field Column
You can now include a ticket custom field column in your Tickets tab view in MTX.
- Linkable Ticket #s
When using the format #[ticket_number] in your notes/email, MTX will automatically make the ticket # clickable to open the ticket in MTX.
- Sort Audit Trail by Date
You can now change the sorting order of the Audit Trail by date.
- Drop-down List of Bundled Tickets
You can now click on the bundled tickets information bar to open up the list of bundled tickets included with the ticket.
- Edit Note Flags
You can now view and edit the Discussion, Internal, and Resolution Flags for an existing note by clicking on the note's Edit icon.
- Reorder Notes/Images with Drag-n-Drop
You can now use drag-n-drop to change the order of your Working Notes or images in emails.
- Resolution Note Icon
MTX will display a green check badge for ticket notes or time entries flagged as a resolution note.
- CC List Copy
A clipboard icon has been added to the CC List to facilitate copying the CC email addresses to the clipboard.
- Copy MTX Link for Ticket to Clipboard
MTX Tickets can be accessed directly using the URL https://mtx.link/[ticket#].
- Include Travel Schedules
When a tech is listed as Inactive but has a Travel To/From currently due, the Availability Board will display the Travel schedule record.
- Time Review Options
While working on a ticket in MTX, the Time Review step provided two options: "Don't Record Time" and "Approve Time".
- Agreement Type
The Agreement drop-down for tickets in MTX will now include the Agreement Type in parenthesis next to the Agreement Name.
- Dark Mode Enhancements
81 components had their dark mode color contrast adjusted to improve MTX's overall dark mode experience.
- Project Schedule Color Coding
MTX will now display project schedules in brown rather than service ticket blue.
- Remove Invalid Email Addresses
For some MSPs, tickets generated from voicemails incorrectly set the Email Address field to the value "Voicemail", causing email validation issues.
- Dynamic Unavailable Schedule Entries
When a user is marked as unavailable, such as Lunch or PTO, MTX will now display a dynamic schedule record indicating the user's current unavailable status.
- Open Others' My Schedule View
You can now open the "My Schedule" view for other members, allowing you to view and filter in detail an individual's schedules.
- Assign Nicknames
You can now assign nicknames for individuals. A nickname can be used to override the "short" name used by the Time Machine, Availability Board, and Dispatcher.
- FYI: Other Tickets In Progress for Company
When viewing or working on a ticket in MTX, MTX will now show if other employees are also working on tickets for the same company.
- Ticket Owner Notification
After setting a new owner for a ticket, you will now have the option to send a notification of the assignment to the owner.
- Voicemail Email Addresses
For some MSPs, tickets generated from voicemails incorrectly set the Email Address field to the voicemail number, causing email validation issues.
- Site Column
You can now include the tickets' Site as a column on your ticket listing view.
- Time Review Information
When viewing Time Review information for a "Working on Ticket", MTX will now show all values rather than "will Auto-Select".
- MTX Bug Fixes
Released several bug fixes for MTX.
- Pin: Record to each Time Entry of Ticket
You can pin a note when working on a ticket to be included in all time entries created again the ticket.
- Introducing Dispatch Scheduler
MTX now provides a Dispatch Scheduler for when you wish to assign work but need to determine who is available.
- Introducing MTX.Link
You can now access an MTX Ticket directly using the URL https://mtx.link/[ticket#].
- Silence Notifications for the Day
You can now opt to silence the MTX Notifications for the day.
- Drag-and-Drop File
You can now drag-and-drop a file or image to the upload toolbar.
- Assigned Name Column
The Assigned column has been updated from displaying the Username to the user's unique First or Last name.
- Attachment Links
The use of attachment links in emails have been updated to appear more natural.
- Charge Codes
You can now generate Charge Code Time Entries using MTX.
- Notification Threshold Setting
You can now individually control the threshold for firing Customer Responded and In-house Update notifications.
- In-house Update added to Email tab
When working on a ticket in MTX, the Email tab will now also provide an option to apply an In-house Update.
- Timer Options Drop-down Menu
An MTX working ticket tab now includes a drop-down menu to toggle between timer options.
- Notes View Enhancements
Toggle the notes view between classic and modern formatting, and reverse the date order of notes.
- Schedule Acknowledged Icon
When viewing a schedule record, MTX will now show the icons and to indicate if a schedule record has not been seen or seen, respectively.
- Priority Images Now Available
If you have configured your Priorities in ConnectWise Manage to use custom images, MTX will now include those images within its various ticket views.
- Built-in Image Viewer
You can now click on any image within a ticket and a fullscreen image viewer pop-up will show an actual-sized view of the image.
- Improved Customer Updated Visibility
Notifications for Customer Responded will now continue to appear as an alert until the Customer Updated flag is cleared out in MTX or ConnectWise.
- Introducing In-house Updates
Once marked as "In-house Update" When/Where in MTX can an Internal Note be marked as an "In-house Update"
- Notifications moved to dedicated column on widescreen displays
Notification alerts will now be placed in a dedicated column if the window width is 1400 pixels or higher.
- Month/Next 7-Day/Week/Day Views
MTX's My Schedule tab now provides Month, Next 7-Day, Week, and Day calendar view options.
- Tentative Schedule Stripes
Schedules that are tentative/floating/shiftable will now have their color bar striped.
- My Schedule Context Menus
You can now right-click on a schedule in the "My Schedule" tab in MTX in either the table or calendar view to present quick re-scheduling options.
- My Schedule Expanded Drag-and-Drop
The My Schedule interface has been updated to handle more drag-and-drop functions.
- Roll Past Due Schedules
MTX's My Schedule tab now includes two buttons to mass update past due schedules.
- Displaying Hidden Ticket Statuses
In ConnectWise Manage, you can define if a Ticket Status and its tickets will be displayed on a Service Board.
- Integration with CWM Stopwatch
MTX's "Work on Ticket" option can now stop, pause, and reset the member's Ticket Stopwatch in ConnectWise Manage.
- Change Ticket's Assigned Team
You can now change the assigned Service Team for a ticket under the Ticket Summary View's Scheduling tab.
- VIP Contacts
MTX has been updated to show VIP Contacts in the Tickets and Schedule Listing using a crown icon .
- Age Column Added to Schedule Table
An "Age" column has been added to Schedules Table view. If the schedule is for a ticket, Age is calculated based on the ticket age.
- Age based on 24-hour Clock
By default, MTX calculates Ticket Age and Updated Age based on office hours. The new "24" button allows you to toggle these calculations to use a 24-hour clock instead.
- Attachments Tab added to Ticket Summary View
Attachments have typically been listed inline under the Notes section of the Ticket Summary view.
- Lookup New Ticket Contact by Email Address
When creating New Tickets, you can now lookup a contact by email address.
- AFK Integration for In/Out Boards
For MSPs that have enabled In/Out Board integration with Nilear, AFK does not propagate to the ConnectWise Manage In/Out Board by default.
- Age Line Added to Ticket Summary View
The Ticket Summary View will now show (in business hours) the age of the ticket, how long the ticket has been in its current SLA state, and how long since the last ticket update.
- Include Searching Ticket Notes
The "Lookup Ticket..." field has been updated to allow the search to be expanded to search ticket notes as well as ticket properties.
- Require Configurations in MTX
When this option is enabled and someone is working on a ticket in MTX which does not have a configuration attached, MTX will ask if a configuration should be attached before exiting the ticket.
- Custom Unavailable Statuses
The Availability Board will now include your ConnectWise Manage In/Out Types, such as Sick and Vacation.
- In/Out Board Integration
If you actively use the In/Out Board in ConnectWise Manage, you can now enable a 2-way sync with the Time Machine and MTX's Availability Board.
- Filter by Company Groups
You can now filter the Ticket listing by a Company Group. Create your own Company Groups and populate them with companies of your choosing.
- Filter by Service Team
You can now filter the Ticket listing by the Service Team assigned to the ticket.
- Pin Custom Fields
You can now pin selected Custom Fields to display in all ticket views. To pin a Custom Field, open a ticket in MTX, select the Custom Fields tab, and click on the Custom Field's pin icon.
- Improved Copy-and-Paste Experience
Corrected an issue where copy-and-pasting images in Working Notes or while drafting an Email would cause the images to be inserted out of their expected order.
- Project Phase Column
When the Project Board Type is selected, MTX will now include a Project Phase column for the ticket listing.
- Hosted Pods Integration
MTX will now display third-party Pods that have been enabled for your ConnectWise Manage instance.
- Add Internal Note to Selected Tickets
When selecting tickets in MTX, you can now add an Internal Note to 2 or more selected tickets at once.
- Move to a Different Board after Wrap-up
MTX's Wrap-up workflow now includes a button to move a ticket to a different board after wrap-up.
- Send Notes as Email
MTX's workflow now includes an option of simply sending the Working Notes as an Email rather than drafting an email to the customer.
- Standard Notes
You can now add ConnectWise Manage Standard Notes when entering Notes or composing an Email.
- Schedule Reminder Notifications
MTX will now display Reminder notifications based on a schedule's Reminder settings.
- The New Machine has been released
The new Time Machine brings calendar view reports, improved summary reporting and more.
- PSR Tickets now shown on Availability Board
Tickets placed in PSR for today now show on the Availability Board.
- Missed Schedules now shown on Availability Board
Missed Firm and Locked schedules now show on the Availability Board.
- Select and Perform Action on Tickets
It is now possible to select tickets and perform actions against the selected tickets.
- Task Assignments now included in Working Notes View
If a Ticket Task has been assigned a member in ConnectWise, MTX will now be included the assignment in the Ticket Task view within the "Working Notes" section.
- Open Issues/Other Tickets Filter Updated
The Open Issues and Other Tickets views now provides more control over ticket board types included in the search.
- Ticket Summary Modal View now provides Full Email Options
The Send Email and Send Internal Email buttons on the Ticket Summary Modal View now provide full emails options, such as cut-and-paste, image/file upload, and insert saved email options.
- Various MTX Bug Fixes
MTX bug fixes for schedule entries, the Ticket Summary view, schedule end times and restricted statuses.
- Column Filters Now Available
The Tickets and My Schedule tables now include header column filters. The filters can assist customizing your view further, allowing both include and exclude filter options.
- Notifications Minimize & Clear All
The MTX Notification system now provides a minimize button and a clear all notification button.
- Restrict Availability Status Updates
It is now possible to restrict whether a member can only update their own Availability Status or anyone's (Default).
- Various MTX Bug Fixes
MTX bug fixes, including "Others Working On" notifications and the Time Recorded calculation.
- Resume Work Notification
If you have two tickets active in MTX and you close out one of the tickets, MTX will display a notification asking if you wish to resume working on your other active ticket.
- Ticket Schedule Notification
Ticket Schedule Notification emails will now include ticket details.
- Various MTX Bug Fixes
MTX bug fixes for feed timeouts on logout, auto-assigning the ticket owner, schedule status and sign-up.
- Emphasize Non-displayable Attachments
Previously, a Word or other non-displayable document attachment could be missed by a tech as the attachment is not displayed outside of the small icon contained in the attachment list.
- New Notifications Implementation
The MTX Notification system has been rewritten to display notifications on the right-side of the display rather than covering the entire display.
- Various MTX Bug Fixes
Safeguards that make sure the ticket schedule cache is loaded for live MTX tickets.
- Agreement List under New Ticket
The New Ticket tab now provides an Agreement List drop-down on the Contact and Board steps in case selecting a company contact and/or board is dependent on active Company Agreements.
- Company/Contact Links
The ticket property listing in the Ticket Summary view and the MTX Working Ticket tab view now contain the "Links" drop-down.
- Custom Travel To/From Work Types per Board
You can now specify if you wish to use different Travel To and Travel From Work Types based on the ticket's Board.
- Time Tab for Tickets/Activities
A Time tab has been added to the Ticket and Activity Summary views. The Time tab allows you to manually add time entries as well as view existing time entries.
- Use Geolocation Setting
You can now specify if you do not want MTM to geocode the member's initial starting location (geolocation is enabled by default).
- Schedule Reminder Value
Corrected the saving of the Reminder value to CW.
- Actual Hours Replaced with Recorded Hours
MTX will slowly transition tickets' Actual Hours values, which represented the time a ticket was In Progress, to recorded time entry time as tickets are updated.
- Require TSI
You can now require individuals working on tickets to provide Type, SubType, and Item values before being allowed to move a ticket status to a Resolved state.
- Include Child Tickets in View
You can now include Child Tickets in your Tickets view.
- Efficiency Chips and Multiple Time Entries
Corrected issue when a tech created multiple time entries for the same In Progress time.
- Various Ticket Bug Fixes
MTX ticket bug fixes for images in incoming emails, Custom Note filtering and Send Email alerts.
- New Time Machine Under Development
A replacement Time Machine is planned for release within the next 60-90 days. The new Time Machine will implement additional features, including the new Availability Board Teams.
- Availability Board Teams
You can now customize the Availability Board by creating teams.
- Customer Updated Checkbox
The Ticket Summary View in MTX now provides the option to enable the "Customer Updated" flag of a ticket.
- Ticket Tagging
Tagged tickets can assist in organizing high priority tickets, long term tickets and/or tickets assigned to others that you wish to monitor.