A big release for Labeling & Dispatching, plus PSA settings, chat polish, and smarter alerts.

In this release

• New Labeling Settings page with full evaluation workflow

• Drag-and-drop ticket statuses and per-tenant priority labels

• Smarter chat sessions

Labeling & Dispatching

The biggest area this release. Full configuration and evaluation control over how Ekkie handles your tickets.

Labeling Settings page

Review and edit how Ekkie labels incoming tickets per tenant, including label types, priorities, and queue assignments, all in one place.

Evaluation runs

See how Ekkie would have labeled your historical tickets before you commit to any change.

• Pick a custom date range and sample size

• Scope evaluations to specific labels or sets of labels

• Cycle through mislabeled tickets one by one to spot patterns

• Export eval reports and field overrides as JSON

• Run evaluations label by label as a guided onboarding flow

Webhook improvements

• Faster handling. PSA webhooks are acknowledged immediately, and time entries are only written when something actually changed. Less noise on your PSA.

PSA Settings & Ticket Management

More control over how your PSA data is organized and displayed in Ekkie.

• Drag-and-drop ticket statuses. Reorder statuses on the PSA settings page. The new order shows up everywhere in Ekkie.

• Configurable priority labels. Set the order and colors for Low, Medium, High, and Critical priorities per tenant.

• Smooth pagination. Tickets, Companies, FPU, and Users pages handle large datasets cleanly.

Chat & Agent

A more reliable, focused workspace for your engineers.

• Service unavailable page. When something upstream is unavailable, the chat UI shows a clear status page so you always know where you stand.

• Ticket status selector in the chat header. Change a ticket's status directly from the chat without leaving the conversation.

• Smarter auto-plans. Automatic ticket-plan generation runs on your own active tickets, keeping plans relevant to your queue.

Company Alerts

Right alert, right place. Company alerts now surface where you configured them to display inside of Autotask, whether that's the ticket sidebar, the dashboard, or elsewhere, with accurate matching on every ticket.

What's next

• LADI onboarding flow with AI Label Context

• More PSA settings, including notification rules and custom field mappings

• Continued quality work on ticket-plan accuracy

As always, reach out with feedback or requests.

The Ekkie team