How-to guides

Work your queueRead My Queue, understand its order, and start the next ticket from it.

Use the Tickets tabChoose a view, a state and a board type on the Tickets tab, search all tickets, find one, and act on several at once.

Filter the ticket listNarrow MTX's ticket list with the Filters menu and the filter row under the column titles.

Choose the ticket list's columnsShow, hide, order and size the ticket list's columns, the AI column included, and choose the row height.

Open a ticket's summaryRead a ticket in its summary, change its status, priority and board, add notes and emails, and use its tabs.

Start and stop workStart working a ticket with Work on Ticket, what happens to its status, your availability and your time, and the ways to stop.

Write working notesWrite notes as you work a ticket, mark them internal or resolution, reuse standard notes and polish them with AI.

Send an emailWrite the customer's email in the working view's Email step, choose who gets it, polish it with AI, and send it now, later or not at all.

Record timeReview the time entry MTX made for your session, change its time and work type, and add a time entry by hand.

Wrap up a ticketFinish a working session in Wrap-up, choose the ticket's next status, and queue or schedule it again.

Use tasks and ticket goalsAdd ticket tasks while you work, mark them done, and let AI turn the customer's requests into ticket goals.

Put a ticket in PSRPause a ticket you are working with PSR, set when you will return, and resume it.

Set your availabilitySet your status and work location from the Availability tab, and see where your team is.

Use My ScheduleRead your schedule records in My Schedule, move past-due ones, mark them done, and switch to My Calendar.

Create a ticketCreate a ConnectWise ticket from MTX's New Ticket tab, from the contact to the category.

Find a configurationSearch your ConnectWise configurations from MTX's Configs tab, open one, and attach configurations to a ticket.

Use the Support Advisor tabWhere a ticket's Support Advisor tab is in MTX, what it gives you, and where Support Advisor's guide explains it.

Set your preferencesChoose your theme, tabs, working ticket method, notes view, notifications and time zone in MTX Preferences.

Search notes and time entriesFind a word or phrase in the notes and time entries of every ticket, by any member, over a date range, and open a ticket at the note.

Set up MTX for your companyThe settings an administrator completes before technicians start working tickets in MTX.

Change MTX's company settingsWhere MTX's company-wide settings are, who can change them and when a change reaches technicians.

Force the One Ticket MethodMake every technician work one ticket at a time, and choose how PSR behaves with it.

Set up time entriesChoose the work types, work roles and rules MTX uses when it saves technicians' time entries in ConnectWise.

Map your boards' statusesTell MTX which ConnectWise status each board uses for new, assigned, in-progress, waiting, completed and follow-up tickets.

Require custom fields by boardMake MTX ask for a required ConnectWise ticket custom field only on the boards that use it.

Set availability rightsDecide whose availability each member may see and change on MTX's Availability board and in the Time Machine.

Set up queue targeting rulesDecide which members a queued ticket is offered to, by board, company, priority, skill and more.

Review your SLA settingsCheck the SLA escalation of each ConnectWise ticket status, which MTX reads to know what state a ticket is in.

Choose MTX's AI featuresTurn MTX's AI buttons on or off for your company, keep AI tasks off the customer's notes, and correct the rules the AI follows.

Let technicians save note templatesGive technicians the ConnectWise right MTX needs to save a working note as a reusable standard note.