Release date - October 20, 2025
What's in this release:
- Remove from Queue Function in the Next Ticket for Autotask and Next Ticket for Halo
- AI Summarization and AI Title Generation for the AI Ticket Triage App
Remove from Queue Function in the Next Ticket for Autotask and Next Ticket for Halo
Previously, Autotask and Halo users relied on assigning negative points to irrelevant or non-actionable tickets in the Next Ticket priority rules to surface higher-priority items. However, this approach didn’t remove these tickets from the queue — instead, they were reassigned to technicians, leading to a cluttered and inefficient workflow.
With the new Remove from Queue function, you can now completely filter out unwanted or out-of-scope tickets and remove them from the queue, allowing technicians to focus on relevant tickets. To use this function, select the Remove from queue option when configuring priority rules.
This function applies to all fields supported by Next Ticket, not just those accepted by your PSA. It's now available not only for the Next Ticket for ConnectWise app, but also for the Next Ticket for Autotask and Next Ticket for Halo apps.
Related article
NextTicket Manager Priority Rules
AI Summarization and AI Title Generation for the AI Ticket Triage App
Also included in Release 2.47 is the ticket summarization feature of the AI Ticket Triage App. Called AI Summarization for ConnectWise and AI Title Generation for Autotask, this function provides an overview of triaged tickets to help technicians and dispatchers quickly scan and prioritize tickets. Users can use the default or custom template to identify the fields for generating the summaries.
Like the other advanced settings of the AI Ticket Triage App, the summarization function also has a PSA Writeback function, which reflects the summary in your PSA.
Related article