I'm not sure how no one has raised this idea yet. I would like to be able to manage all of my tickets in one place, not have to go to CW Home to manage those and then into Manage for client and NOC tickets. So we need the ability to sync tickets between the CW homepage and CW Manage.

When we child tickets to other tickets we have to manually change the status to a custom created closed ticket status. Everyone forgets to do this causing our metrics to be skewed and hundred of child tickets floating in our service board that most people cannot see unless they have Levels view added. If there was a way workflow rules could filter on Child/ level then we could automate this and reduce headache.

Just seems silly to not have the Launch buttons visible in the My ConnectWise Hub.  The requirement to hover over the Products is an extra step that is not intuitive.

Where do I begin... Th enrollment process is ridiculous. Trying to assign a course to a team member under the "Train you Team" is now impossible. For one, there isn't a cohesive list of courses (now called lesson plans) in categories that should have many hours with a break down of the individual lessons anymore.

It would be handy to be able to reorder the MFA options.  As an example, we currently use Duo as our primary MFA, and Email as our secondary.  It's not a big deal to have to click the dropdown and manually select Duo, then proceed with login, but it would be nice to be able to set it as the primary and skip then annoying step

We use automate and control, but the known issue board will only check automate each time we navigate to this page. It would be nice if this filter remembered my selections after pressing the apply button.

Need the ability to set the perceived ticket severity / priority. Example, just because connectwise deems a ticket a priority 100 doesn't mean that we do. Maybe have a connectwise priority and a customer severity. This could help when determining ticket urgency. 

Prompt us when creating a ticket how severe the problem is. If we select something like 0 create a popup making us acknowledge that the system is unusable or something. 

• Severity 0 - Enterprise System Down
• Severity 1 - Business Critically Impacted
• Severity 2 - Business Moderately Impacted
• Severity 3 – General Question Low Impact

But most important, let us change these severities. Just because it's a severity 3 today or when the ticket was created doesn't mean it didn't move to a severity 2 or severity 1 while time has passed. If we change it, prompt us for the justification of the change. 

It would be helpful to able to search for tickets in the portal by the member that logged that ticket

I'd like to be able to review the chat transcript from tickets retroactively, without manually "saving" each transcript. This is a basic feature that so many other tools/services have and it is a major negative of the ConnectWise Home/Support functionality.

In CW Home -> Support I can see all my current and old cases with ConnectWise.  Open cases will be listed first and then the closed ones. But when status is changed to "Event / Call Scheduled" the case seemingly vanishes from my view. Except it's not really gone, it's just at the bottom of my list, below all my "closed" tickets. I can find it my searching for the case number or changing page to the last one.

Can you please change the ordering priority so that "Event / Call Scheduled" is together with other open cases?