Ticket-queue noise: which queues and boards to sync, and which to mute
Not every PSA ticket is a customer asking for help. Alongside the real work — a login reset, a broken printer, a new-hire setup — your Autotask queues or ConnectWise service boards fill with tickets that machines opened for machines: monitoring alerts, RMM automation, backup jobs, and spam. Current reads your tickets to build support history, gauge sentiment, power the numbers in a Strategic Business Review, and feed the AI's account insights. When machine noise pours into those, every one of them gets less accurate. Choosing which queues or boards sync — and muting the noisy ones — is how you keep them honest. (This article says "queue" throughout; on ConnectWise, read "service board" — the toggles work identically.)
The four kinds of noise Current flags
Current looks at your ticket queues or boards and highlights four kinds with a "Recommended off" badge. They're the ones that are almost never a person asking you a question:
| Category | What lands there | Typical queue names |
|---|---|---|
| Alerts & monitoring | Threshold and health alerts a monitoring tool raised on its own — a disk filling, a service down, a device offline | Alerts, Monitoring, NOC, Device Health |
| Automation & RMM | Tickets your RMM opened automatically — patch runs, scripted remediations, maintenance tasks | RMM, Automation, Patching, Scripts |
| Backup & BDR | Backup and business-continuity job results — succeeded, failed, verification runs | Backup, BDR, Continuity, Recovery |
| Spam, junk & internal IT | Auto-generated mail, marketing, and internal-only housekeeping that was never customer work | Spam, Junk, Internal IT, No-reply |
Why it matters
A monitoring queue can open thousands of tickets in a quiet week and tens of thousands in a bad one — a first sync on a large book can land well over a hundred thousand alert tickets before anyone notices. Left in, they distort everything downstream:
- ＋Support history reads as chaos — a customer looks slammed with tickets when almost all of them were their firewall talking to your RMM.
- ＋Sentiment gets diluted — a machine alert has no feeling, but it still counts as a ticket, so the human signal drowns.
- ＋SBR stats overstate volume — ticket counts, response times, and per-100-seat figures balloon on noise the customer never raised.
- ＋AI insights waste their read on noise — the account summaries and risk signals are only as good as the tickets they're built from.
Current recommends — it never switches a queue off for you
The "Recommended off" badge is a highlight, nothing more. Current never disables a queue on its own — every toggle is yours to set. Maybe your alerts queue really does hold customer-visible work; maybe a queue named "Backup" is where a customer logs restore requests by hand. You know your queues; Current only points at the usual suspects.
Where you set it
There are two doors to the same setting. New workspaces meet it in the setup wizard's Mapping & noise step, right after connecting your PSA and before the first sync, so the noise never lands in the first place. Any time after that, the same toggles live in your PSA's Manage drawer under Integrations (Autotask → Manage, or ConnectWise PSA → Manage). Set them wherever you like and change them as often as you need.
Mute noisy service boards on ConnectWise, step by step
- 1Open Integrations → ConnectWise PSA → ManageFrom the left sidebar open Integrations (it sits under Admin, so Tenant Admins have the link), find the ConnectWise PSA card, and press Manage. Scroll to the “Ticket service boards” section — it lists every service board Current has seen, with a pill showing how many are muted.
- 2Read the “Recommended off” flagsCurrent tags the boards that look like machine noise — alerts, RMM automation, backup jobs, spam — with an amber “Recommended off” badge; hover it for the reason. It's a hint only: nothing is switched off for you.
- 3Flip off the boards you don't want in support historyToggle a board off and its tickets drop out of that company's support history, sentiment, SBR stats, and AI insights immediately — nothing is deleted in Current or touched in ConnectWise. Leave the boards where customers actually raise work switched on.
- 4New boards, and turning one back onA board Current discovers later defaults to on. Toggle a muted board back on and every ticket Current already synced reappears and new activity resumes right away; tickets created while it was muted need an admin-run full ticket re-sync to backfill.
For the setup-wizard walkthrough, see "Your first 15 minutes: the setup wizard". For the industry side of the same step (Autotask workspaces), see "Mapping CRM industries to Autotask Market Segments".