Hot tickets: urgent and unhappy tickets reach the account owner
Current reads every new ticket on your partners' accounts and flags the ones the account's owner should hear about. The flag is called a signal, and a ticket can carry more than one. When a ticket gets a signal, the people who own that company get an alert, and the ticket shows up on the company page and on Sales home until someone deals with it.
The five signals
| Signal | What it means |
|---|---|
| Urgent | The ticket's priority is your top priority, or what the partner wrote shows business has stopped: many people blocked, a security problem in progress, or a hard deadline today. High priority does not count. |
| Security incident | Something that looks like a breach, a compromised account, malware, a stolen device or a fraud attempt. |
| Unhappy | The partner says they are frustrated, reports the same failure again, or mentions cancelling, leaving or another MSP. |
| Executive | The ticket came from the owner, the CEO or another decision maker, going by the contact's title or by how they introduce themselves. |
| Billing complaint | The partner disputes a charge or an invoice. |
Capital letters and exclamation marks are not evidence. A ticket written in a hurry about a single printer is not urgent; a ticket saying the whole office cannot take payments is.
How Urgent is decided
Two ways, and either one is enough. The first is the ticket's priority: on Current's own service desk that is Urgent, and on a ticket from your PSA it is any priority your workspace counts as urgent. The second is the AI read: Current reads the ticket and decides it is urgent from what it says. The other four signals come only from the AI read.
By default a PSA priority counts as urgent when its name contains Critical, Emergency or Urgent, or it is P1 or Priority 1. A tenant admin can pick the exact priorities instead (see Settings below).
Current reads each ticket once, within a few minutes of it arriving. A ticket that already exists when it is raised to an urgent priority later gets the Urgent signal at that point. Tickets brought in by a first sync of your history alert nobody: only a ticket created in the last 48 hours, or one whose priority changes to urgent, can raise an alert.
Who gets alerted
Every owner of the company: the primary owner and every co-owner. When the company has no owner, your sales leaders get the alert instead (tenant admins, sales managers and anyone marked as a sales manager, who have CRM access). Partner Viewers never get one. Each person is alerted once per ticket for each signal, at any hour of the day, so a ticket that is urgent and a security incident sends one alert naming both, and the same ticket never alerts the same person twice for the same signal.
How the alert arrives
Today an alert is a notification in the bell plus an email. The email names the company, the ticket number and title with a link to open it, why it was flagged (the signal and a one-line reason, or "Priority set to Urgent"), who it is assigned to and when it is due, and the reporting contact's name and phone number. It never includes contract, revenue or any other money figure.
Once your workspace's Microsoft Teams bot is connected, the alert arrives as a direct Teams chat instead, and email becomes the fallback for anyone Current cannot reach in Teams. Until then, every alert goes by email.
Where hot tickets show up
- ＋The company page: open signals sit at the top of the Needs attention card, urgent and security first.
- ＋The ticket lists on the company page: a small label beside each flagged ticket, with the reason when you point at it.
- ＋Notes & activity: a timeline entry for each signal, and another when someone marks it handled. These entries stay on the timeline for good.
- ＋Sales home: the Hot tickets tile lists the flagged tickets on your accounts. Sales leaders can switch it to the whole team.
- ＋Relationship health: on a customer, an Unhappy, Billing complaint or Security incident signal in the last 30 days adds to the account's risk score, so it ranks higher on Sales home's list of relationships that need you.
- ＋The ticket itself: engineers see the signal on the ticket so they know the account owner has been told.
- ＋Dashboards and Reports: a count of signals by kind, by company and by day, and a Ticket signals block in the Service report.
A signal leaves every list once it is marked handled, marked Not right, or its ticket is resolved or closed. Business reviews and the partner portal never show signals.
What you can do with a hot ticket
- ＋Call or Email: phones or writes to the ticket's reporting contact, and opens the composer with the ticket filled in so you can log the call or note on the company's timeline. With no phone number on file, the button offers Email.
- ＋Open ticket: opens the ticket in the drawer.
- ＋Mark handled: takes it off the lists and adds a note to the timeline saying who handled it.
- ＋Not right: tells Current the signal was wrong. It comes off the lists, it no longer counts toward the account's relationship health risk, and Current keeps it to improve future reads.
The company's owners, your sales leaders, account executives and anyone with Full CRM can mark a signal. Engineers see signals but cannot mark them. Neither action changes anything on the ticket or in your PSA, and Current never creates a to-do for you.
Settings
- ＋Workspace: a tenant admin opens Settings and goes to Ticket alerts. The switch turns alerts to account owners on or off for the whole workspace (it starts on). With alerts off, signals still show on the company page and Sales home; nobody is notified. The same card picks which PSA priorities count as urgent, from the priorities your PSA has used in the last 90 days, or leaves it on Automatic.
- ＋Personal: open Notifications from your account menu and switch off Hot ticket alerts (under Tickets) to stop the email. Switching off email in the same dialog stops it too. The bell and the tile keep working.
What the AI reads, and what it never touches
The read sends the ticket's title and description (up to 2,500 characters), its queue and priority, the company's name and the reporting contact's name and title. It never sends contract values, revenue, cost or any other money figure. Automated notices from monitoring tools are skipped without a read. The same read also finds the buying signals that feed whitespace, so a ticket is read once, not twice.
Nothing is ever written back to your PSA: no priority change, no note, no status. On Current's own service desk, when the read finds a ticket urgent that is not set to Urgent, it proposes the change on the ticket for an engineer to approve; it never changes the priority by itself.