Thoughts

A Rising Tide Lifts More Than Boats

By  
El Copeland
February 12, 2025
•
20 min read
Business
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You have heard it said that “a rising tide lifts all boats.”

Often attributed to U.S. President John F. Kennedy in a speech from 1963, this aphorism, “a rising tide lifts all boats,” is regularly heard throughout the MSP Channel: many of our friends and colleagues use this phrase in some iteration during conversation, in mottos, and uh, for business names.  

The analogy, in some ways, is astute. Technology and our relationship with it are both constantly evolving, requiring a certain buoyancy and literal ability to “go with the flow” with every new development, vulnerability, and client request.  The founder of MSPGeek, Martyn Keigher, used this phrase to describe why he started the forum to answer questions about ConnectWise’s RMM platform, LabTech, and which evolved to discuss products, security, and other MSP-centric matters. It was a nice sentiment, made practical: together, we can navigate struggles that occur with every new development. Together, we can share knowledge and experience and let others who pass this way stand on our shoulders. Together, as a community, we can traverse the deep sea of change. We can learn and grow, together.

But I’ve also seen it used another way. Bear with me and hear the difference:  

“We are The Tide. We are the people and ideas who are going to solve all of your problems. We can solve your problems if you would just listen to us and agree and obey!”  

In an industry that started in garages and basements, one built on torrents and IRC and subverting systems, one that is constantly wrangling humans in all of their complexity and anxieties, why…WHY would anyone expect to be a sole authority on even one aspect of the Tide?  

Because here’s the thing: of all things we should want to mimic from nature, a rising tide isn’t the pinnacle of success you may think it is. Limited by time and natural laws, you must remember that ultimately, tides don’t rise forever.

Let’s talk about how the cycle of tides are reflected in our lives, as humans and businesses.

ELI5: What is a Tide?

As the Moon orbits Earth, its gravity pulls on our oceans, creating a bulge of water known as high tide. This high tide isn’t the only one occurring at that time — another high tide forms on the opposite side of the Earth due to the physical properties of water as it responds to the Moon’s pull.

Earth's Tides

From National Geographic. Illustration by Mary Crooks.  

High tide is a good thing for boats, giving ships more water to move through. At high tide, it is easier to navigate without hitting shallow areas that could damage your vessel, making it more practical for boating — and in many cases, more fun.

Low tide, on the other hand, is more likely to be harmful for ships than helpful. If a boat isn’t docked properly, the receding water can leave it stranded in the mud. If left unsecured, changing currents can carry the boat out to the unforgiving sea. At the same time, depending on the location, low tide is the best time for hunting for sea shells or accessing fishing holes that were inaccessible before. It depends on your needs and goals on what part of the tide you prefer.  

All of that said, what our analogies usually miss in their catchiness and simplicity is the intrinsically transient nature of the tide.  

Consistent as clockwork, the tides rise and they fall in a matter of hours. It may be more pleasant to swim in when the tide is low, but what if you’re not a strong swimmer and are unprepared for the incoming rising tide? The ships are lifted, but what happens to the boats when the tide flows out again and the ships’ captains are unprepared?  

Uh, so it sounds like the tide isn’t a great analogy for business, why are you even using the name Rising Tide?  

As someone who has always had a side gig and has helped start and run multiple small businesses, I firmly believe that Small to Medium Sized Businesses (SMBs) are the future of our economy.  

According to the U.S. Chamber of Commerce, 99.9% of businesses, or 33.2 Million businesses in the States are small businesses, accounting for nearly half of their total GDP as a country, and nearly half of their employment. Worldwide, according to the World Bank, those numbers are similar, with 90% of businesses are small businesses, employing 50% of our workforce.  

a screenshot of a graph

The creativity, competition, and cooperation within community that small businesses exhibit beyond employment and GDP is worth celebrating. Small businesses working together create stronger products and services for both the public and private sectors: truly a demonstration of iron sharpening iron.  

Humanity will continue to diversify, solving problems and creating new things. And with it, technology will continue to be vital for growth, productivity, and efficiency.  

This diversity and evolution is what I consider the Tide. The complex social, cultural, economic situations that our communities will be inadvertently interacting with in their homes, schools, churches, government buildings, and offices.  

We (MSPs, technologists, consultants) are not the Tide. We're arguably more important. I believe MSPs are the future of SMBs and in that, we don’t own the Tide or the rights to It. We merely are custodians of the energy, ideas, and potential hidden within each wave.

What are we if we’re not the Tide?  

Imagine with me that you are standing on a beach on a perfect summer day.  

Maybe your feet are buried deep in the warm sand; there is a pleasant breeze carrying light scent of coconut and pineapple from people applying sunblock a few feet away. A clear blue sky and glorious yellow sun embrace everyone under their domain. Tiny crabs skitter back to the ocean in confusion, chasing every wave that brought them in. In the distance, you can see a pier where people set lawn chairs and coolers as they fish for the local fare. You hear kids playing, building and destroying sand castles behind you. Seagulls swoop and shout at people in line at the french fry stand, others are eating ice cream they knocked out of a small child’s hands. A local fisherman is exchanging pleasantries with a customer in the parking lot as he sells shrimp he caught this morning. The beach is abuzz with life.  

It’s almost like the tide may be what brings these people together, but it is not the most important thing on the beach. There is an entire ecosystem that was created around the tide and with the tide, that follows the tide, and that depends on the tide, at both its lowest and highest points.  

In the same way, entire ecosystems exist and are further enabled by the tide of technology, and as the Tide of technology shifts, It demands a higher bar of technical ability and tools to connect with the increasingly fast paced world around us.  

Of the businesses that have sprung up around the beach where this Tide resides—doctors' offices, accounting firms, car dealerships, grocery stores, print shops, restaurants, manufacturers, retail—some will be able to manage changing and upgrading on their own. Many others will rely on competent and experienced MSPs who can see the depths of the waters and navigate with wisdom and care.  

You’re not just a bait shop selling worms, hooks, and overpriced rods. You are seasoned navigators with maps, anecdotes, and hard-won advice on the best places to fish. In the same way, a competent MSP can step in, and beyond “managing services” or being a “value-added reseller,” they bring a wealth of experience to enhance those small businesses: advising, creating, maintaining, and protecting technical tools and skills as each SMB grows.  

The importance of the role of MSPs guiding SMBs through shifts in technology becomes clear when we examine the projected growth in IT managed services revenue: according to data from Jay McBain at Canalys, in 2025, the industry is expected to grow by 13%, reaching $595 billion globally (Canalys, 2025).  

Graphs from Canalys analyzing projected 2025 growth for IT Managed Services

The great thing about the ocean is the variety of occupations that exist at every season and Tide. You are an experienced ship captain; you know how to read the sky and the stars to predict the weather. You are a seasoned fisherman, who knows all of the best spots for the prized sea bass. Your purpose is not to be the Tide, but to help those around us to understand, harness, and profit from the Tide.  

Putting our resources into building our ecosystem

While SMBs need help from MSPs, here’s the catch: MSPs are also SMBs facing the same struggles of scalability, knowledge gaps, and industry-wide shifts that any small business does. MSPs, as SMBs themselves (according to McBain, the average MSP employs 8 people), need help from similar coaches, advisors, consultants, and implementors to navigate the constant influx of change and growth.  

It’s something my business partner, Mendy Green, and I talk about often. The services we provide—automations, onboardings, and business process consulting—are complicated enough that you will spend significant resources whether staffing your own team or hiring an external consultant. We have a backlog and are hiring consultants who meet our high standards as quickly as we can (if you’re looking and think you’d be a good fit, give us a shout).  

But how can we help more people with the finite amount of time we have, how can we better leverage our experience and skill for those who truly need our help but who cannot access us (or other consultants) due to time and cost?  

We could keep doing what we’re doing, throwing more people at the traditional consultant model of one-to-one, limited by scheduling and budget.

That only solves half of the problem. We’re grateful for the work, but it’s important to us to keep our services accessible to the people who need it most.  So we’re trying a few things to help fortify our ecosystem rather than just ourselves. Here are some ideas that our team and other peers in our circles are trying:

  • Open-source Problem-Solving
    Our consultants regularly spend time on public forums and online spaces through Discord, Slack, and Reddit, answering questions and lending free advice to teams trying to solve problems in their businesses. We believe that the more we share, the stronger our industry becomes—not through closed-door discussions, but through open and accessible knowledge-sharing. You can find us on places like:
  • Group Consulting  
    To better accommodate general questions about complicated tools that can’t be answered in free forums or videos, we’ve built out Group Consulting. Formed to echo peer groups, these hour-long sessions allow for community input to see the types of questions other people are asking in their figurative boats and positions on the open seas. During each session, participants can ask questions and get them answered, live. Learn how to do the things you’ve been putting off and get a good understanding of what you need to better chart your course. This model lowers costs, fosters peer learning, and exposes businesses to real-world challenges that others in the industry are facing. We currently offer these for Rewst (every other Wednesday at 1pm ET) and HaloPSA (Thursdays at 10am ET).  
  • Giving back to online and in-person Communities
    We believe that being human means giving back to our physical communities as much as possible. At Rising Tide, we encourage our consultants to specifically set aside a weekly block of hours for volunteering and community building. So often, money is the least valuable thing you can give, when you can give of your time, heart, and skill. Here are a few ways you can contribute to the world as the Tide rises: ‍

Join us.  

We’re not here to be the Tide. We don’t claim to own this industry or control the ever-changing currents that shape it. Instead, we—as MSPs, Consultants, and Advisors—are here to share the tools, wisdom, and experiences we’ve gained to help others chart their own course.

We don’t have all of the answers, but we are embracing a big experiment of open-source problem-solving, sharing knowledge freely through tutorials and blog posts, and creating community-based solutions like group consulting. Together, we can support each other as we navigate uncharted waters, fortify our fellow ships, and ensure that no one is left stranded as the tides shift again.

We believe that by pouring ourselves into community by sharing, collaborating, and creating slightly abnormal approaches to “the norm,” we’re not just surviving the Tide; we’re harnessing its energy to move forward.

We hope you’ll join us in this effort, whether by joining an online community, incorporating similar practices at your business, or participating in ours. Ride the tides with us, and let’s see how far we can travel, together.

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El Copeland

As Partner and Business Consultant at Rising Tide, I help organizations align culture with efficiency, bridging the gap between strategy and the everyday systems that make it work. I’ve spent my career leading diverse, cross-functional teams and building communities where people actually want to learn and collaborate. With roots in technology, education, user experience & design, and project management, I specialize in turning complex ideas into clear, actionable plans that keep both people and projects thriving.

Outside of work, you’ll usually find me weight-training, gardening, or rewatching Doctor Who with a cat in my lap.

See some more of our most recent posts...
Professional Development
October 20, 2025
8 min read

Chapter-by-Chapter Discussion Questions for The Go-Giver by Bob Burg: Chapter Two - The Secret

Chapter Two of The Go-Giver reveals a simple, demanding idea: success flows from giving. This guide translates the fable into real-world practice—how to give with boundaries, avoid burnout, and set expectations that change outcomes.
Read post

About this Series

This discussion guide is part of Rising Tide’s Fall 2025 book club, where we’re reading The Go-Giver by Bob Burg and John David Mann.  

If you’re just joining us, start with Chapter One – The Go-Getter for an introduction on how to use these Discussion Questions and you may also find our conversation on why we started a book club for a technical team here: Book Clubs, Conversations, and Curiosity.

Chapter Two Summary

In Chapter Two, Joe finally learns ‘The Secret’ from Pindar and it’s not what he expected, at all. The idea that success comes from giving sounds simple, but it seems Joe will need to put each principle into action to truly unlock the heart of the Secret of being a Go-Giver.

Chapter Two Discussion Questions

Use these open-ended prompts to guide reflection and conversation. Remember, there are no right answers!

  • Who is the most successful person you know?
    • Define that success. Is it social, fiscal, skill?
    • What do you THINK is THEIR secret?
  • How does Pindar’s treatment of Rachel make you feel?
    • Does it feel genuine to you?
    • Do you feel there should be more boundaries between her role as employee and his role as boss?
    • What do you see the difference is between “share her coffee” and “make a killing”? What does the difference in phrasing mean to you?
  • What are your initial reactions to the Trade Secret reveal?
    • Do you align with Joe, that if you give too much, that people will take advantage of it?
    • How do you feel about the statement, “You get what you expect. The world treats you more or less the way you expect to be treated.”

Rising Tide Input for your Consideration

  • Remember, this is a fictional book, a fable. It flattens complexity so the author’s ideas can land with clarity. It is a good practice to take all works of art — music, writing, videos, conversations — as conversation starters and not fact.
  • Your therapist wants you to know that while giving can be a way of life, It’s vital that you practice discernment. Giving should be a sustainable practice, where you aren’t allowing harm to yourself or others in your care. Perhaps you can start with you.   About Larry King
  • Simon Sinek’s #1 Rule of Public Speaking: “You’re Here to Give”
    • We’re huge fans of Simon Sinek. Recently, we watched his lesson on becoming a better public speaker on his Optimism library, and this chapter reminded us of his #1 rule for public speaking: You’re here to give. Not to receive adoration or accolades, but to connect deeply with attendees and share what you’ve experienced. When you align your core goal with giving instead of receiving, you enable yourself to speak with power and conviction you cannot conjure from anywhere else.  
    • Read more here: Simon Sinek’s #1 Rule for Public Speaking
    • About the Optimism Library: https://simonsinek.thinkific.com/pages/the-optimism-library

About Rising Tide and our Book Club

Rising Tide helps MSPs and service-focused teams build better systems: the kind that align people with purpose.

Every Friday at 9:30 AM ET, we host Rising Tide Fridays as an open conversation for MSP owners, consultants, and service professionals who want to grow both professionally, technically, and emotionally. In Fall/Winter 2025, we’re walking through The Go-Giver, chapter by chapter.

If that sounds like your kind of crowd, reach out to partners@risingtidegroup.net for the Teams link.
Bring your coffee and curiosity…no prep required.

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Professional Development
October 13, 2025
8 min read

Chapter-by-Chapter Discussion Questions for The Go-Giver by Bob Burg: Chapter One - The Go-Getter

At Rising Tide, we use book clubs not to read—but to listen, question, and practice curiosity. Join us as we unpack Chapter One of The Go-Giver by Bob Burg and John David Mann, using open-ended prompts to reflect on ambition, connection, and growth. Perfect for service-minded teams who want to slow down and think differently.
Read post

About this Series

If you’ve already read Book Clubs, Conversations, and Curiosity, you know that at Rising Tide, we don’t host book clubs for the sake of reading. We use them as an excuse to talk, to listen, and to practice curiosity together.

The Go-Giver by Bob Burg and John David Mann is the first book that we've chosen to explore together in this way. Each week, we’re reading one short chapter together and using a few open-ended questions to spark real conversation: no lectures, no wrong answers, just reflection.

Below are our discussion prompts for Chapter One: “The Go-Getter.”‍

They’re written for teams like ours: busy, service-minded, sometimes too practical for their own good...who want to slow down long enough to notice what these stories have to teach.

How this guide is different from others you'll find online: We keep it chapter-focused. Every set of questions focuses only on the current chapter so there is no foreshadowing, no jumping ahead, no “we’ll get to that in Chapter 7.” The goal is to slow down and savor the smaller ideas that get lost when you rush to the big themes, and we're going to make sure that team members that are "behind" have enough data points to connect the dots and contribute even if they're not caught up to the current reading.

Use them however you like. Whether you’re reading along with us or just looking for a fresh team conversation starter, we hope these questions help you stretch a little, think differently, and see something new in yourself or your work.

Some Tips on how to use this Guide

  1. Keep it simple. No slides. No structured lessons. Read a question aloud, give a solid 10-second pause, sometimes you have to let the awkwardness of silence drive the conversation.‍
  2. Honor the one-chapter rule. No spoilers, no summaries! Stay inside the chapter or assigned reading. If someone raises a later theme, park it in a “Next Chapters” list and keep today focused. Similarly, don’t try to solve the book. Ask what this chapter made people notice or feel—nothing more.
  3. Actively include people who didn’t read and make space for quieter voices. Use prompts like, “From this idea alone, what stands out?” Curiosity doesn’t require homework. Explicitly ask: “Anyone who hasn’t shared want to weigh in?” Intentionally invite two voices before anyone speaks twice‍
  4. Time-box it. 15–30 minutes. One good discussion beats five rushed questions.‍
  5. Close with a single takeaway. Each person names one sentence, idea, or action they’re taking into the week. Log it. Revisit next time.

If you tweak or add questions, tell us at partners@risingtidegroup.net. We’ll keep improving this tool for other MSP teams.

Chapter One Discussion Questions and Observations

Chapter One Summary

In this chapter, we meet Joe, a go-getter who doesn't seem to be getting what he's going for. We are also introduced to his coworkers: Melanie and Gus, who help connect him with Pindar, or the Chairman, who agrees to tell Joe the huge trade secret that will surely be his key to success.

Chapter One Questions

  • How would you describe or define a go-getter?
  • Is it a good or bad thing? Why?
  • Do you consider yourself a go-getter?
  • Do you know people like Joe, Gus, or Melanie? What do you think of them as people or colleagues?
  • Why do you think the authors chose the name Pindar for the Chairman?
  • What do you think Pindar's conditions are going to be?

Chapter One Observations from the Rising Tide Team

  • Being a Go-Getter isn’t a bad thing!
  • It’s important to remember that the authors of this book are likely flattening the depth of characters into caricatures to more cleanly get the point of their story across. This is important to remember because rarely in life will the humans you interact with be the fulfillment of the assumptions you make about them.
  • Pindar is the name of a Greek poet who wrote odes of Victory. https://en.wikipedia.org/wiki/Pindar. Does this mean we can expect victory for Joe?
Creatures of a day! What is anyone?
What is anyone not? A dream of a shadow
Is our mortal being. But when there comes to men
A gleam of splendour given of heaven,
Then rests on them a light of glory
And blessed are their days. (Pindar, Pythian 8)

Join the Conversation

Want to hang out in these conversations with the Rising Tide team? We meet Fridays at 9:30 AM ET to talk through important business, technological, and communal developments, and for the next 14ish weeks, The Go-Giver! If you’re an MSP owner, consultant, or service professional who wants to grow your team’s emotional intelligence alongside your technical skill, you’re welcome here.

Reach out to partners@risingtidegroup.net for the Rising Tide Fridays Teams link. Bring your coffee and curiosity: no prep required.

News
October 14, 2025
8 min read

By the [run]Book: Episode 9

In Episode 9 of By the [run]Book Connor and Robbie finish out v2.2 reflecting on small-but-impactful improvements that simplify daily MSP workflows
Read post

In By the [run]Book Episode 9, Connor and Robbie power through the rest of HaloPSA v2.2 — unpacking dozens of quality-of-life updates, automation improvements, and admin refinements that make daily operations smoother. From new calendar defaults and contract history tabs to long-requested rule enhancements and KB management upgrades, the pair keeps the banter light and the insights practical.

Perfect for MSPs, admins, and implementation teams who want to understand not just what’s new, but why it matters in real-world use.

Watch Now: By the [run]Book: Episode 9
For easier tracking, check out haloreleases.remmy.dev to filter and search HaloPSA updates by ID, version, and keyword.

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Added the “Other Uses” tab to email templates | v2.2 #909265 | 2:53

This new Other Uses tab shows every place an email template is used — from rules to mailboxes to notifications.

  • Easier to audit dependencies and clean up old templates
  • Improves visibility when editing or deleting templates

Added a new Ticket General Setting that adds a system Action to log when qualification matching occurs on a ticket | v2.2 #898706 | 3:42

A new system action logs each time qualification matching runs on a ticket.

  • Tracks when and how qualification criteria matched
  • Useful for auditing automation behavior

Added approval option to choose CAB based on custom field | v2.2 #896229 | 4:22

CAB selection in approval processes can now reference a custom field.

  • Supports text or single-select fields matching the CAB ID or name
  • Enables dynamic approver routing based on ticket data

Logged in Users can now save a draft of a Ticket they are logging on the Self Service Portal | v2.2 #884056 | 5:50

Portal users can start a ticket and save progress as a draft.

  • Ideal for long or multi-step ticket forms
  • Prevents data loss if users need to pause

Quote Revised workflow trigger has been added | v2.2 #883519 | 6:51

A new trigger fires whenever a quote is revised.

  • Enables automated notifications or state changes on revision
  • Complements existing quote sent and approved triggers

Runbook start authorization type of “Halo API Bearer Token” added | v2.2 #881366 | 8:04

Runbooks can authenticate via Halo API Bearer Token.

  • Executes the runbook as the agent calling it instead of a system account
  • Adds flexibility for API-driven integrations

Added a new setting to always default the calendar selection to the currently logged in agent | v2.2 #859262 | 9:29

Simplifies calendar management for agents.

  • Automatically opens their own calendar first
  • Reduces manual selection errors

Added the ability to bulk update the Next Review Date field on Knowledge Base Articles | v2.2 #858884 | 11:12

Administrators can update review dates for multiple KBs at once.

  • Great for annual content reviews
  • Keeps knowledge bases fresh and compliant

Knowledge Base Article fields are now available as fields to be shown when Approving/Rejecting on an Approval Process | v2.2 #857514 | 11:12

Add KB fields to approval forms for better context when reviewing changes.

  • Reviewers see article metadata before sign-off

Added a new column to the MessageContent table to identify Subject, Body, and Footer components of email templates | v2.2 #855304 | 11:58

Improves data visibility for developers working with email template records.

  • Makes debugging and reporting easier

You can now add Sales Mailbox emails to CRM notes of Clients, Sites or Users | v2.2 #844239 | 13:45

Sales emails can be attached as CRM notes to keep records complete.

  • Centralizes client communications
  • Improves visibility for sales and account teams

Added a new method for receiving stock on purchase orders | v2.2 #843072 | 15:10

Introduces SKU validation during stock receipt.

  • Reduces manual entry errors
  • Found under Items & Stock Control → General Settings

Change History tabs have been added to Contracts and Supplier Contracts | v2.2 #836482 | 17:27

New tabs track every edit made to contracts.

  • Adds an audit trail for agreements
  • Increases accountability in contract management

Added a call management setting “Continue calls after logging or linking a call to a ticket” | v2.2 #833694 | 19:19

Calls no longer end automatically when linked or logged to a ticket.

  • Lets agents keep the call open for follow-up
  • Avoids losing context mid-conversation

Charge rate restrictions now apply, based off of the ticket type, when logging quick time | v2.2 #823209 | 22:44

Quick Time entries now respect ticket-type charge rate rules.

  • Enforces billing consistency across types
  • Useful for projects and service billing

You can now add Attachments to Canned Text | v2.2 #822463 | 24:14

Canned Text can include file attachments.

  • Great for sending standard documents or forms
  • Reduces manual uploads

Introduced a ticket type level override for the “Show the Quick close option on the new Ticket screen” global setting | v2.2 #816120 | 25:09

Control Quick Close visibility per ticket type.

  • Enforce processes where closure must follow workflow
  • Keep it available for simple incident types

Added access control to PDF Templates | v2.2 #814057 | 27:08

PDF Templates now respect access controls.

  • Limit who can configure or edit templates
  • Non-admins can be granted permissions as needed

💬 Off-topic: LOG SITE VISIT THE RENADA WAY | 28:35

The team demonstrates Renada’s custom “Log Site Visit” action as a cleaner alternative to Halo’s arrive/leave process.

  • Uses custom fields for distance and travel hours
  • Simplifies reporting and expense tracking

Main Contact has been added as an option for Site Column Profiles | v2.2 #812754 | 31:03

Show the Main Contact directly in Site views.

  • Helps identify key contacts at a glance

The “Team” field under Ticket information is now a hyperlink | v2.2 #807462 | 32:01

The Team label is clickable and opens the team configuration.

  • Quick navigation for admins and team leads

You can now receive stock on all purchase orders linked to a ticket at once | v2.2 #801168 | 32:30

A new system use allows receiving all POs from a ticket in one action.

  • Saves time in procurement workflows

Added option to map to the source field when using event management | v2.2 #799024 | 34:28

Event management can map incoming data to the ticket Source field.

  • Makes integration data more traceable

“Add Note to Parent” is now available as a separate checkbox option in action configuration | v2.2 #798972 | 36:43

The Add Note to Parent option can now be combined with other system uses.

  • Allows dual behavior without duplicate actions
  • Fixes previous limitations for linked tickets

Added the option to default custom SQL single selects to the first value | v2.2 #795490 | 37:44

Custom SQL single select fields can now auto-populate with their first value.

  • Simplifies form design
  • Reduces empty field errors

Added the “User” field to Actions Field List | v2.2 #795488 | 40:41

A new User field is available for actions.

  • Lets agents reassign tickets without custom runbooks
  • Fills a long-requested gap in action configuration

The total time logged against a Ticket can now be used on the Rules and Approval Rules | v2.2 #789731 | 41:59

Rules can evaluate total time logged to trigger pop-ups or actions.

  • Example: warn technicians after X hours worked
  • Adds granular control to service processes

Various improvements to the ServiceNow integration | v2.2 #788388 | 45:58

Backend optimizations enhance ServiceNow sync reliability and speed.

You can now use Dynamic Distribution Lists for Nurture Mail Campaigns | v2.2 #776030 | 46:17

Mail campaigns can leverage dynamic distribution lists.

  • Automatically add new contacts to email sequences
  • Great for onboarding and training emails

Client-side pagination added to large reports to improve rendering performance | v2.2 #772884 | 48:38

Large reports now load page-by-page to avoid browser timeouts.

  • Default limit of 1,000 rows per page (can be adjusted)
  • Keeps reports responsive and stable

Option to index tickets based on ticket rules and ticket filtering options when indexing existing records | v2.2 #771405 | 51:05

Adds criteria-based indexing controls for AI and search.

  • Re-score tickets to match updated filters

Improved holiday allowance tracking | v2.2 #770136 | 51:42

Different holiday types can have their own allowances and carry-over rules.

  • Better alignment with HR policies
  • Overrides available per agent

The criteria option “Not equal to” has been added for Checkboxes used in Ticket Rules | v2.2 #674405 | 52:46

Rules can now check if a checkbox is not selected.

  • Adds negation logic for workflow criteria

Dollar variables ($) can now be used on Recurring Invoices when generating Invoices for the Notes and Reference fields | v2.2 #578765 | 52:57

You can insert dynamic values into recurring invoice notes and references.

  • Automates naming with customer  or agreement details
  • Speeds up recurring billing setup

Added the ability to add Charge Rate restrictions and overrides to Top Level | v2.2 #557573 | 55:08

Charge rate controls can now be applied at the top-level entity.

  • Enforces billing consistency for suppliers or clients

Checkbox custom fields can now be used as triggers in lookup profiles | v2.2 #483346 | 55:48

Lookup profiles can now trigger based on checkbox fields.

  • Expands conditional form logic capabilities

A setting has been added to Report configuration so that a Mailbox can be specified to be used for sending Scheduled Reports | v2.2 #459155 | 56:15

Choose which mailbox sends automated reports.

  • Improves deliverability and branding control
  • Configurable under Reporting → General Settings

Filters on dashboards are now multi-selects | v2.2 #432838 | 57:25

Dashboard filters support multiple selections at once.

  • Compare multiple teams, agents, or customers
  • Huge usability improvement for managers

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