Weekly release: Oct 19, 2026

Send new tickets to the right technician

We've added a workflow template, Dispatch to best-fit technician. It sends each new ticket to the technician who has already fixed similar problems for that client, so clients reach someone who knows their setup. If that person is swamped, the ticket goes to whoever has the lightest queue. Add it from Workflows. (On HaloPSA, a technician confirms each assignment.)

Chat feels faster and more responsive

You can now read answers in chat as they arrive, instead of waiting for the whole reply. Ask about all your clients in one go, and longer jobs keep running without stopping to ask you again.

More improvements

• In Teams, the bot tells clients when something goes wrong instead of going quiet.
• The agent reads a ticket's earlier notes before it writes, so it does not repeat what has been said.
• When the agent cannot confirm who owns a device, it asks for approval instead of stopping.
• Windows product keys are hidden in ConnectWise RMM results.
• New companies in your PSA wait for you to turn them on.
• Finding a Microsoft 365 user works with a name or an email address.