Ticket updates
What is sent
Section titled “What is sent”Depending on your settings, Nilear Live sends a card when:
| Card heading | When |
|---|---|
| Ticket #… Created | A new ticket is entered on one of your boards. |
| Ticket #… Customer Responded | The customer replies on a ticket. |
| Ticket #… Updated | A note is added: the customer’s, or with Include Staff Updates, your staff’s. |
| Ticket #… In Progress | Someone starts working the ticket (In Progress). |
| Ticket #… Work Stopped, PSR, Waiting or Completed | Someone takes the ticket out of In Progress: to another status, to MTX’s Process Still Running, to waiting, or to completed. |
In Progress cards are sent only with New / Customer Responded / In Progress Updates.
What is never sent
Section titled “What is never sent”- Your own changes: a ticket you created, a note you added, a ticket you put In Progress.
- Changes made by an integration, such as an RMM tool (LabTech or Automate, Kaseya, N-able, Zenith) or a ConnectWise workflow.
- Old changes: a ticket entered, or a note added, more than an hour before Nilear received it.
- Boards your company excludes from Nilear’s ticket notifications.
- When Nilear Live is not Enabled for you, or Ticket Updates is off.
Whose tickets
Section titled “Whose tickets”With Resource Filtered, you receive updates only for tickets you are assigned to: as a resource, or as the ticket’s assigned member. The same applies, whatever you choose, if your ConnectWise access to service tickets is limited to your own.
With Limit Companies, you receive updates only for the companies in the list you choose.
What a card shows
Section titled “What a card shows”- The heading: the ticket number and what happened.
- The ticket’s summary, Company, Contact, Board and Status.
- The notes that were added, each with its author, its hours and an INTERNAL mark where it is internal. Click Show Added Notes to read them, or Auto Expand Notes to have them open on every card from now on.
- CW View, which opens the ticket in ConnectWise, and MTX View, which opens it in MTX if you have used MTX in the past week.
- Dismiss Update, which removes the card.
With Text-only Ticket Updates on, you receive the update as plain text instead of a card.