Release date - December 1, 2025
What's in this release:
- AI Credit Consumption Report in AI Ticket Triage App
- Optimized Advanced Features in AI Ticket Triage App
- Enhanced Column Field Filter in Grid Widget
- Optimized Permission for Filtering Widget Data
- Email Alerts for AI Trial Users
AI Credit Consumption Report in AI Ticket Triage App
In this version, the AI Credit Consumption Report dashboard is added to the AI Ticket Triage App.
The AI Ticket Triage Overview for Autotask dashboard includes the following information:
- The forecasted monthly AI credits you need are based on the AI credits consumed over your last five working days (excluding today).
- Your total daily AI credits consumed for the features of Ticket Categorization, AI Title Generation, Spam Filtering, and Duplicate Detection over the past 14 days (excluding today).
- Your daily AI credits consumed over the past 14 days (excluding today) for each feature: Ticket Categorization, AI Title Generation, Spam Filtering, and Duplicate Detection.
The AI Credit Consumption Report for ConnectWise Manage dashboard includes the following information:
- The forecasted monthly AI credits you need are based on the AI credits consumed over your last five working days (excluding today).
- Your total daily AI credits consumed for the features of Ticket Categorization, AI Summarization, Spam Filtering, and Duplicate Detection over the past 14 days (excluding today).
- Your daily AI credits consumed over the past 14 days (excluding today) for each feature: Ticket Categorization, AI Summarization, Spam Filtering, and Duplicate Detection.
Related articles
Optimized Advanced Features in AI Ticket Triage App
MSPbots makes the following updates to the advanced features of the AI Ticket Triage App:
In the AI Ticket Triage For Autotask app
-
AI Title Generation
The newly required field is Source Queue, which indicates where the tickets for AI Title Generation are located. The default value is set to the first option in the Source Queue field under the Triage Routing Configuration section.
The settings for the Default Template and Custom Template are improved.
If you want to set a template for another Source Queue, click the +Add button to add more.
-
Spam Filtering
The new required field is Source Queue, where the tickets for spam filtering are located. The default value is the first selection in the Source Queue field under Triage Routing Configuration section.
-
Duplicate Detection
The new required field is Source Queue, where the tickets for duplicate detection are located. The default value is the first selection in the Source Queue field under Triage Routing Configuration section.
If your selections cause issues, MSPbots will alert you with tooltips and pop-up prompts.
Prompt Description Please configure Source Queue in Triage Routing Configuration first.
When you haven't completed the setup for the Triage Routing Configuration section, you and have turned on the toggle for advanced features, the prompt will appear when you set the source queue. Configuration Mismatch Detected
When you re-edit the Triage Routing Configuration section and reset the Destination Queue, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. Source Queue Update
When you re-edit the Triage Routing Configuration section and reset the Source Queue, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. Source and Destination Queues Updated
When you re-edit the Triage Routing Configuration section and reset both the "Source Queue" and "Destination Queue," and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings.
In the AI Ticket Triage For ConnectWise Manage app
-
AI Summarization
The new required field is Source Board, which is where the tickets for AI Summary are located. The default value is the first selection in the Source Board field under the Triage Routing Configuration section.
The settings for the Default Template and Custom Template are improved.
If you want to set a template for another Source Board, click the +Add button to add more.
-
In Spam Filtering
The new required field is Source Board, which is where tickets for spam filtering are located. The default value is the first selection in the Source Board field under Triage Routing Configuration section.
-
In Duplicate Detection
The new required field is Source Board, which is where the tickets for duplicate detection are located. The default value is the first selection in the Source Board field under Triage Routing Configuration section.
When some of your actions may lead to certain issues, MSPbots provides corresponding prompts through tooltips and pop-up windows.
Prompt Description Configuration Mismatch Detected
When you re-edit the Triage Routing Configuration section and reset the Destination Board, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. Source Board Update
When you re-edit the Triage Routing Configuration section and reset the Source Board, and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. Source and Destination Boards Updated
When you re-edit the Triage Routing Configuration section and reset both the "Source Board" and "Destination Board," and have completed editing the Triage Routing Configuration section, the prompt will appear when you want to save your settings. Please configure Source Board in Triage Routing Configuration first. When you haven't completed the setup for the Triage Routing Configuration section, you and have turned on the toggle for advanced features, the prompt will appear when you set the source board. Please configure Destination Board in Triage Routing Configuration first.
When you haven't completed the setting for the Triage Routing Configuration section, you turn on the toggle for the duplication feature, and check on the "Automatically close child tickets when bundling," the prompt will appear when you set the "child ticket close status" in ConnectWise.
Related articles
Enhanced Column Field Filter in Grid Widget
When you add filters to column fields in a grid widget to filter data,
- Your filter settings remain effective when you change pages.
- Column filters can only be added after the column field is saved to the grid widget; otherwise, the following prompt will appear:
Related article
How to Create a Grid Widget Using the New Widget Builder
Optimized Permission for Filtering Widget Data
When filtering the data of a widget in a dashboard, scorecard, report, or bot detail, as well as in Presentation Mode and the Client Portal,
- Only users with the Dashboard Edit permission can access and edit the widget’s filter.
- Users without Dashboard Edit permission can view the dashboard result but cannot access or edit the filter settings.
Email Alerts Sent During the AI Flow
We’ve introduced a guided notification system for AI trial users to help them get the most value from their 14-day trial. These improvements ensure users receive timely reminders, setup guidance, and feature activation prompts.
Users now receive timely, event-based emails whenever they reach the following key milestones:
- Activating the trial
- Categorizing their first ticket
- Enabling write-back
- Using additional AI features
- Near the end of the trial
- AI credits run out
These notifications assist users in navigating the trial period, alerting them as the trial nears its end or when credits deplete, which helps them plan their next steps or transition to a paid plan.
To ensure users don’t miss important configuration steps, the system also sends scheduled notifications when certain actions haven’t been completed by Days 2, 5, or 8. These reminders help users stay on track and prompt them to contact the Support Team if assistance is needed.
Below is a sample email notification.
Together, these notifications provide a smoother onboarding experience, ensuring trial users can activate features correctly, see real results quickly, and fully understand the benefits of AI within their MSP operations.
Related article
Notifications for AI Trial Users