What's new: September–October 2026

This update is one of our biggest yet. ZenTop Triage now works with Autotask and does a lot more with HaloPSA. Senteon, CIPP, and NinjaOne alerts can turn into tickets on their own. And a lot of work went into making ZenTop Triage sort tickets more accurately, so your team spends less time fixing categories by hand.

Some of the best improvements happen behind the scenes, so we also list the changes you might not notice on your own.

The highlights

• Senteon, CIPP, and NinjaOne alerts become tickets automatically. No more copying alerts into your PSA.
• Full Autotask support. You can now triage, route and schedule Autotask tickets in ZenTop Triage.
• HaloPSA scheduling catches up. Halo now supports technician skills, holidays, time off and asset matching.
• A new Integrations page. All your connected tools appear on one page, each with a clear status.
• Smarter ticket sorting. ZenTop Triage now learns from how your team categorized similar tickets in the past.
• Choose which companies are clients. Pick the company types that count, and inactive companies stay out of the way.
• Two new time-savers you can turn on: automatic agreement attachment, and requester names in ticket titles.

Added since mid-October

• CIPP alerts become tickets. Microsoft 365 tenant alerts from CIPP open triaged tickets, grouped by tenant and alert, with a guidance note that explains the alert and links to the right CIPP page. See CIPP.
• NinjaOne alerts become tickets, and close themselves. Condition alerts from NinjaOne open triaged tickets, and when NinjaOne resets the alert, ZenTop Triage can close the ticket for you. See NinjaOne.
• Choose which company types count as clients. Select the PSA company types (HaloPSA customer types) that count as clients. Only their active companies are ingested, searched, and listed in pickers. See Client company types.
• HaloPSA intake by ticket type. A HaloPSA team can now take automatic triage only for the ticket types you choose. See HaloPSA.
• Senteon tickets open in the board’s New status. Senteon presets no longer pick a starting status. Tickets open in the board’s New status, like CIPP and NinjaOne alerts, until dispatch schedules them. See Senteon.
• The daily ticket ingestion job runs. With Automated Daily Ingestion Job turned on, newly closed tickets are added to ticket knowledge every day at 03:00 UTC. See Ticket Embedding.
• HaloPSA private notes are included. Ticket notes now include HaloPSA’s private notes, which its standard list leaves out.
• Steadier with busy ConnectWise sites. ZenTop Triage now waits as long as ConnectWise asks when it is rate-limiting requests, instead of failing.
• Bulk ingestion uses the cap you set. A bulk ingestion run now stops at the Max Tickets value the page shows.

New features

Senteon alarms turn into tickets automatically

Senteon alarms used to arrive as emails, and someone had to turn each one into a ticket. ZenTop Triage can now do that for you. It checks Senteon every 5 minutes and opens a ticket in your PSA for each new alarm that needs attention. This works with ConnectWise, HaloPSA and Autotask.

• You decide where tickets go. For each kind of Senteon alarm, you pick the board and the ticket category. Tickets open in that board’s New status, and ZenTop Triage leaves the category you picked as it is.
• The rest of triage still runs. ZenTop Triage still sets the priority, writes a summary note, pulls in related tickets and documentation, attaches the device, and can schedule a technician.
• One problem, one ticket. When the same alarm shows up on several computers for the same client, ZenTop Triage adds each new computer to the open ticket as a note. You get one ticket, not ten.
• Tickets can close on their own. If Senteon reports that it fixed the problem and the alarm goes away, ZenTop Triage adds a note and closes the ticket. If anything is unclear, the ticket stays open for a technician.
• Turning it on won’t flood your PSA. The first check only records the alarms that already exist. Tickets start with alarms that appear after that.
• Clients are matched for you. ZenTop Triage matches each Senteon client to a PSA company by name. You can override any match, or pick a catch-all company for clients that don’t match.
• Less noise by default. Alarm types that Senteon usually fixes on its own are off to start, and are marked as “Usually informational.”

Where to find it: Setup → Integrations → Senteon. Once intake is on, you can turn off Senteon’s email alerts.

Full Autotask support

ZenTop Triage now works with Autotask PSA. That includes ticket intake, AI triage, ticket creation, queue management, technician scheduling and device attachment. Setup uses Autotask’s own terms, such as queues, ticket types, issue types and sub-issue types.

• Set your own priority rules. A new Priority Matrix in Setup → PSA Catalog lets you choose which Autotask priority goes with each mix of impact and urgency. You can also set a “plan within” time for each priority.
• Schedule the right people. ZenTop Triage can recommend only technicians on the client’s Autotask Account Team.
• Calendar-aware scheduling. ZenTop Triage checks working hours, appointments, service calls, holidays and approved time off. You can import holidays from Autotask in Setup → Holidays.
• Hours worked. ZenTop Triage adds up Autotask time entries, so the hours column, hours sorting and hours-based escalation all work.
• Clearer queue. Autotask tickets show their priority name, such as “High” or “Medium”, instead of “N/A / N/A.”
• Links go to the right place. Clicking a ticket opens it in your Autotask portal.

HaloPSA gets the full scheduling toolkit

• Skills from Halo. ZenTop Triage can import technician qualifications from HaloPSA as skills. Skills you added directly in ZenTop Triage are kept.
• The client’s own technicians. When client-team matching is on, scheduling can stick to the customer’s primary and secondary technicians.
• More accurate availability. Recommendations now skip workday breaks, approved leave and holidays. You can import holidays from HaloPSA in Setup → Holidays.
• Automatic asset attachment. You choose which asset types ZenTop Triage may attach. Adding a matched asset never removes assets that are already on the ticket.
• Better activity counts. Technician “touch” counts now include only work done by technicians and don’t count the same action twice.

All your integrations on one page

Setup → Integrations replaces the old “Integration Connections” and “Documentation KB” tabs. Setup now has one fewer tab.

• Each tool has its own card with its logo, grouped into PSA, Documentation, Endpoints and Microsoft 365.
• Each card shows a status badge, such as Connected, Not connected or Intake off, so you can see where things stand at a glance.
• Click a card to open its settings, and use the back link to return.
• If you start setting up a different PSA or documentation tool while one is already connected, ZenTop Triage warns you before you save and switch.

Attach the customer’s agreement automatically (optional)

Some PSAs don’t add a default agreement to new tickets, and that can cause billing headaches later. ZenTop Triage can now fill that gap. When a ticket has no agreement and the customer has exactly one active agreement, ZenTop Triage attaches it and leaves an internal note.

• ZenTop Triage never replaces an agreement that is already on a ticket.
• If a customer has no active agreements, or more than one, ZenTop Triage does nothing, so it never guesses between contracts.
• Works with ConnectWise (agreements), HaloPSA and Autotask (contracts).

This is off by default. Agreements affect billing, so an administrator should turn it on in Setup → Triage Rules. See Triage Rules.

Requester names in ticket titles (optional)

When ZenTop Triage rewrites a ticket title, it can now put the requester’s name in front, for example: “Jordan Lee - Outlook won’t open.” That makes it easier to tell at a glance who a ticket is for.

• The name comes straight from the contact record in your PSA. The AI doesn’t guess it.
• It is turned on one board at a time, and is off to start.
• Remember that ticket titles can show up on invoices, notifications and exports.

Where to find it: Edit an intake board in Setup and turn on “Include requester name in rewritten titles.”

Smarter, more accurate ticket sorting

When a ticket comes in, ZenTop Triage picks its Type, Subtype and Item. This round of changes makes those picks more accurate, especially for MSPs with large or messy catalogs.

• It reads the issue first. ZenTop Triage now figures out what the problem actually is before it searches your catalog. That way it doesn’t get distracted by one word that happens to match.
• It learns from your past tickets. When a ticket closes, ZenTop Triage remembers which category your team used. For new tickets, it looks up the most similar past tickets for the same client and board and gives those choices a lot of weight. If your team always files a certain problem a certain way, ZenTop Triage learns to file it the same way.
• It helps with newer clients too. If a client doesn’t have much history yet, ZenTop Triage can look at similar tickets from other clients on the same board. Personal details are removed first, and these examples count for less than the client’s own history.
• It still uses judgment. ZenTop Triage only picks categories that are currently active in your catalog. If a new ticket is different from past ones, it can choose something new.
• A second opinion (where enabled). In environments that have it turned on, a second AI also checks every valid category. If it is very confident and disagrees with the first pick, ZenTop Triage uses its answer. Otherwise the original pick stays. This never slows down manual triage.

Easier to use: improvements you’ll see

In the Triage wizard

• A new Retry analysis button reruns the AI without reloading the page. Everything you typed stays put.
• The wizard shows how many related past tickets ZenTop Triage used to make its pick, or tells you plainly when there weren’t any.
• The confidence score is now labeled Priority confidence, so it’s clear what it measures. ZenTop Triage’s reasoning appears under a Summary explanation heading.

In Setup → Ticket Embedding (your ticket history import)

• A Stop Ingestion button lets you stop an import that’s running.
• If you leave the page and come back, ZenTop Triage finds any import that is still running and shows its progress.
• Results are split into Newly indexed, Updated, Unchanged and Failed, so you can see exactly what happened.
• A run with problems now says Completed with errors and lists the affected tickets, instead of showing a green “Completed.”

Throughout Setup

• Screens use your PSA’s own words. Autotask users see “Queues,” HaloPSA users see “Teams,” and both see “contracts.” ConnectWise users still see “Boards” and “agreements.”
• If a feature isn’t available for your PSA, ZenTop Triage tells you plainly instead of leaving a tab blank.

Things you might not notice (but will appreciate)

A lot of this update makes ZenTop Triage faster, cheaper to run and more dependable. Here’s what happens in the background, in plain English:

• Ticket history imports don’t redo finished work. ZenTop Triage used to re-read and re-summarize tickets it had already learned from. Now it skips them and fills in only what’s missing. Re-running an import is much faster, and the same AI work never gets done twice.
• Imports pick up where they left off. If an import is interrupted, the next run keeps the work that was already done instead of starting over.
• Fewer false import errors. We fixed several small issues that could make an import fail or flag tickets that were actually fine. For example, tickets with a blank subtype or item no longer cause an error.
• No more holiday bookings. Right before ZenTop Triage books a ConnectWise appointment, it checks your company holidays one more time. Even if a time slot was picked earlier, nobody gets scheduled on a day off.
• Calm during PSA outages. If your PSA is briefly unavailable when a ticket comes in, ZenTop Triage no longer writes a failure note on that ticket. We also fixed a rare problem where a ticket could keep getting repeat notes during an outage.
• Cleaner ConnectWise schedules. After ZenTop Triage books an appointment, it no longer assigns the technician a second time, which could leave an extra blank resource row.
• Accurate “touches” counts. Technician activity counts are tied to the right technician. If ZenTop Triage can’t load activity for a ticket, it shows nothing instead of a misleading zero.
• Your own tickets aren’t triaged twice. In Autotask, tickets that ZenTop Triage creates are recognized and skip auto-triage.

Better documentation sync (IT Glue and Hudu)

When ZenTop Triage triages a ticket, it pulls in your documentation for context. These changes make that documentation more complete and better matched to the right client:

• Nothing gets missed. ZenTop Triage now reads IT Glue documents stored inside folders, and the text from every section of a document. A section with only images no longer breaks the whole document.
• Smarter company matching. For ConnectWise and Autotask, ZenTop Triage uses IT Glue’s own PSA links to match organizations to companies. You can still match by exact name or set matches by hand.
• Changes take effect on their own. With IT Glue, if you change a company match or turn on a new asset type, ZenTop Triage updates that content during the next sync.
• Old content is cleaned up. With IT Glue, archived, restricted and deleted records are removed, so triage doesn’t rely on outdated information.
• More reliable syncs. ZenTop Triage slows down when IT Glue asks it to. One problem record no longer holds up everything else.
• Switching tools works smoothly. Moving from Hudu to IT Glue no longer leaves old settings behind. Search results won’t mix in records from the tool you stopped using.
• Hudu works with Autotask. Hudu company matching now recognizes Autotask company IDs.
• Passwords stay out of IT Glue syncs. ZenTop Triage never reads password values from IT Glue. Setup now recommends creating the IT Glue API key with Password Access turned off.

Fixes at a glance

• Fixed holiday checks so technicians can’t be booked on company holidays (ConnectWise).
• Fixed a rare loop that could post repeat notes on a ticket during a PSA outage.
• Fixed an extra blank resource row after automatic ConnectWise scheduling.
• Fixed ticket history imports failing on tickets with a blank subtype or item.
• Fixed several import errors that marked good tickets as failed.
• Fixed import results showing zero tickets and “Completed” when some tickets had failed.
• Fixed IT Glue documents in folders being skipped.
• Fixed image-only IT Glue sections causing whole documents to fail.
• Fixed IT Glue connections failing after switching from Hudu.
• Fixed technician activity counts showing zero when the data couldn’t be loaded.
• Fixed bulk ingestion ignoring the ticket cap shown on the page.

Want to try the new options?

These features are off until an administrator turns them on:

Feature	Where to turn it on
Senteon alarm intake	Setup → Integrations → Senteon
CIPP alert intake	Setup → Integrations → CIPP
NinjaOne alert intake	Setup → Integrations → NinjaOne
Agreement or contract attachment	Setup → Triage Rules
Requester names in titles	Setup → edit an intake board
HaloPSA intake ticket types	Setup → Teams & Routing → edit an intake team
Autotask Priority Matrix	Setup → PSA Catalog
Holiday import (Autotask, HaloPSA)	Setup → Holidays
Client-team scheduling	Setup → Dispatch Rules
HaloPSA asset types to attach	Setup → Triage Rules

Good to know: Some features depend on which PSA you use. Ticket bundling and merging are available only with ConnectWise. See Compare PSAs.

Questions, or want help turning something on? Email help@zentop.tech. We’re happy to walk you through it.