New user questions
Answers to questions we get from customers during the trial or onboarding phase
- Paying in Canadian DollarsHow annual payment in Canadian dollars works: the exchange rate we use and the card we keep on file for changes.
- What steps do I need to follow to access the tickets for a specific project?Connect a project board to a ticket board, then use the magnifying glass on a project card to see that project's tickets.
- How can I see what someone is currently working on?One recommended approach is to have a column on your Kanban board specifically for tickets that are in progress, often called the "started" column.
- How do I set up columns and which columns do I use for example, new ready, waiting, etc.In TopLeft columns can be set up when adding a new board or by editing an existing board.
- What's on the product roadmap?The public-facing roadmap is available here: https://announcements.topleft.team/.
- What is the purpose of the "scheduled" column?This column is used to represent upcoming work that has been allocated or assigned to team members, but has not yet started.
- Do I need to have a "Completed" column on my board?No, it is not necessary, it depends on personal preference and the needs of your team.
- Rich Text and Images in ConnectWise Tickets and NotesView and write ConnectWise tickets and notes with formatting and images, in TopLeft and in Client Portal.
- What is the "waiting" column used for?The Waiting column holds tickets where the team has done its part and needs a customer, manager or vendor to act.
- AutoTask PSA: Known Feature LimitationsWhen using TopLeft with Autotask PSA, some features are affected by limitations in the Autotask API.
- Where can we view schedules?Schedules are indicated on ticket cards.
- Configuring Priority Sort Order and Color Coding for TopLeft Boards (AutoTask)Fix Autotask priority sort orders so Critical tickets sort to the top of TopLeft boards, and add priority colour coding.
- Will the "completed" column on a project board continue to accumulate tickets indefinitely?No, typically the "completed" column is limited to tickets that have been closed within the last 24 hours, according to the default settings.
- Does TopLeft provide Financial Tracking and Reporting (e.g. budgets, profitability)?Currently, TopLeft does not include direct financial tracking features such as project profitability, gross margin analysis, or budget-to-actual dollar comparisons.
- What are the downsides of scheduling tickets?While many MSPs schedule all their work, we recommend being selective with scheduling.
- How would I plan out work for the next days or weeks?To plan out work for the next days or weeks you can use a Scrumban board.
- If I'm finding the project management tickets are distracting. What can I do about that?You can create a separate status in your PSA called "ongoing" specifically for project management tasks.
- How do I enter time?Enter time on a ticket from the card menu, or track it with a card timer.
- How can you see the work that's neglected?To identify work that's been neglected, you can set up alerts or visual indicators using tools like TopLeft.
- What is the WIP (Work In Progress) limit and how does it help me?The WIP (Work in Progress) limit, is the maximum number of tickets that should be in progress or ongoing at any given time.
- How can engineers see new work that's not yet triaged?Two ways for engineers to see untriaged work: a filter that includes unassigned tickets, or a member swimlane board with an unassigned lane.
- How can I see which engineers have too much work?In order to see which engineers have too much work, you can utilize the swim lane feature in TopLeft.
- How do I update tickets?Change a ticket's fields from the Edit Ticket option in the card menu.
- How can I modify configurations or perform actions that are currently unsupported by TopLeft in our PSA tool?Configurations and a few other actions are not yet supported in TopLeft.