Member settings

Each member chooses these for themselves. They follow the member to every browser they sign in to, and no one else can change them.

MTX Preferences

Click the cog (MTX Preferences) in the MTX tab.

Tab	Setting	Default	What it does
Display	Switch to Dark Mode / Switch to Light Mode	Light	MTX’s colour theme. The bulb icon in the MTX tab switches it too.
Display	Compact tabs	Off	Shows the Queue, My Schedule, Tickets, Availability, Configs, New Ticket and Travel tabs as icons on every screen size, keeping their counts and badges.
Working Ticket Method	Classic Method / One Ticket Method	Classic Method	How many tickets can be in progress and when timers run. Only One Ticket Method is offered when your company forces it. The difference
Working Ticket Method	Resume Auto PSR tickets automatically	On	Under the One Ticket Method, a ticket put into Auto PSR resumes when the newer ticket is wrapped up or put in PSR. Off, it waits until you click its tab.
Working Ticket Method	Manage Schedule Records	On	MTX handles your schedule records when you use Work on Ticket. Shown while your company lets MTX manage them.
Ticket Notes	Open email notes in Text View	Off	Email notes open in Email View, showing the original email, unless this is on. Each note’s own switch still changes one note.
Ticket Notes	Hide duplicate notes	On	Hides a note whose text one of your time entries on the ticket already shows. A ticket’s Hide Duplicates shows them on that ticket. Duplicate notes
Notifications	ALL / LIMIT	ALL	ALL: every Customer Responded and In-house Update for tickets you are assigned. LIMIT: only for tickets where you have a dated schedule record, or where you are assigned and no one has one.
Notifications	Force Overlay Mode	Off	On large screens, notifications show over the content instead of in their own column.
Notifications	Silence for today	Off	No notification pop-ups for the rest of the day.
Notifications	Disable Notifications	Off	No notification pop-ups.
Time Zone	Schedules are shown in	Your ConnectWise time zone	The time zone your schedules are shown in. Use my ConnectWise zone goes back. Shown when your company turns on Member Time Zones.

Admins, Managers and members with View Settings also see a Global Settings tab, which opens the company’s settings (Change MTX’s company settings).

The bell button in the MTX tab opens the Notifications tab directly.

SLA warnings

In the SLA Warning display, opened from the queue toolbar or the Tickets tab:

Setting	Default	Choices
Alert Threshold	15 min	5, 10, 15 or 30 min, 1 hour, 2 hours
Due Soon Threshold	1 hour	30 min, 1 hour, 2 hours, 4 hours
Popup	Alerts Only	Disabled, Alerts Only, Due Soon and Alerts
Scope	Your Tickets	Your Tickets (assigned or queued for you) or All Tickets
Exclude	None	Boards whose tickets you are never warned about

These change only the warnings, not the SLA shown on tickets.

Elsewhere in MTX

Setting	Where	What it does
Columns of the ticket list, including the AI column	The ticket list’s column menu	Each member’s own choice. Read the AI column
My Polish Notes rules…, My Polish Email rules…	The working notes’ AI Actions menu, and the tone list beside the email’s Polish	Your own rules for polishing, added to the company’s.
Your availability: status, work location, active role, favourites	The menu of your row on the Availability board	See Availability and work states.
My Skills	View Additional Options menu	Your skills, used by targeting rules. Shown while Skill Management is on.

Your ConnectWise API keys

MTX acts in ConnectWise as you, with your own member API keys. You keep them on the Member API Keys page in Nilear: create a pair in ConnectWise under My Account, API Keys, enter the Public key and Private key, and click Save. Nilear checks that they sign in as you before storing them, and never shows them again. MTX sends you to this page when it has no keys for you, or when yours stop working.