MyCTI Release notes
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.10

MyCTI 2.1.10

On October 28, 2026, we released MyCTI 2.1.10.

Export your service tickets to a spreadsheet, and the Service Tickets list is now a table you can filter by location.

New

  • Export service tickets to a spreadsheet. On the Service Tickets page, select Export and choose Current view for the columns shown in the list, or All fields for every field on a ticket's details page. You get a CSV file that opens in Excel. Tick tickets to export just those, up to 1,000; with none ticked, the file holds every ticket your filters match, up to 10,000. Notes, the activity timeline and attachments aren't included.

Improved

  • The Service Tickets list is a table. Each ticket is one row showing its number, subject, status, priority, location and dates. Select a ticket's number to open it. On smaller screens the location moves under the subject, so the list fits without scrolling sideways. The card view has been retired.
  • Filter tickets by location. The filters beside the Service Tickets list now include Location.
  • Ticket status reads Open or Closed. The Service Tickets list and the Dashboard's Recent Tickets show each ticket as Open or Closed. A ticket with a visit scheduled shows as Open.

Fixed

  • Logged By filters the whole list. It used to filter only the tickets on the page you were looking at, so matching tickets on other pages were missed. It now filters every ticket.
  • The Dashboard's open ticket count matches the list. The Open count in Tickets Summary left out tickets in progress, though the Service Tickets list it opens includes them. Both now count the same tickets.

Behind the scenes

  • Changes that break the portal's automated tests can no longer be merged.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.9

MyCTI 2.1.9

On October 21, 2026, we released MyCTI 2.1.9.

You stay signed in while you work, and Scout alert times show in the device's own time zone.

Fixed

  • You stay signed in while you work. MyCTI could sign you out about an hour after you signed in, even in the middle of using it. It now renews your session in the background, as it was meant to.
  • Scout alert times are in the device's time zone. A service ticket created from a Scout device alert could say the device went offline several hours in the future. Alert times now show in the device's local time zone and name it, for example "10:02 AM EDT": in the new ticket's description, the Snooze dialog and a device's Last Status Change. Tickets created before this release keep the time they were created with.

Behind the scenes

  • Changes to the portal that fail its code quality checks can no longer be merged.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.8

MyCTI 2.1.8

On October 20, 2026, we released MyCTI 2.1.8.

Request access to MyCTI from the sign-in page, the Scout page loads reliably again, and Scout alerts now cover critical devices only.

New

  • Request access from the sign-in page. New to MyCTI? Select Request Access on the sign-in page and give your name, company, work email address and the role you need. CTI's Service team reviews the request and follows up with you. Personal email addresses such as Gmail or Yahoo aren't accepted. CTI administrators see requests on the Admin page's Access Requests tab.

Improved

  • Scout alerts cover critical devices only. Device offline emails and the daily summary now cover critical devices for everyone, and the setting to include non-critical devices has been removed.

Fixed

  • The Scout page loads again. On some accounts the Scout page could take minutes to load, or fail to load at all. It now loads promptly.
  • Service notes travel with new tickets. A ticket raised in the portal now carries your account's standing service notes, so the CTI technician who picks it up sees them without looking them up.

Behind the scenes

  • Error messages read the same way across the portal, and say plainly when a service MyCTI relies on is unavailable.
  • Work under the hood to make the portal faster and easier to keep running smoothly.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.7

MyCTI 2.1.7

On October 6, 2026, we released MyCTI 2.1.7.

Set a new ticket's priority by answering two quick questions, and see tracking numbers on your orders.

New

  • Set priority by answering two questions. In the Create Ticket dialog, Priority now opens a Set priority dialog instead of a list. Say how the room or system is affected (Not working, Partly working or Minor issue) and when you need it next (Now, Soon or Later), and MyCTI sets the priority to Critical, High, Medium or Low and tells you what CTI will do next. About priority explains each level. A ticket's page shows the Impact and Urgency it was raised with.
  • Tracking numbers on orders. An order's Shipping Information now lists each shipment's tracking number and expected ship date, when CTI has them.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.6

MyCTI 2.1.6

On October 1, 2026, we released MyCTI 2.1.6.

The Projects page splits into Active Projects and Completed Jobs and now covers every project, and agreement PDFs download reliably.

Improved

  • Active Projects and Completed Jobs. The Projects page now has two tabs, each with its count, and covers all your projects rather than the 50 most recent, 20 to a page. The phase filter shows how many projects are in each phase, plus No stage yet for projects that haven't reached one, and a project whose job is complete shows as Completed. The Projects Summary on the Home page uses the same counts.

Fixed

  • Agreement PDFs download. Download PDF on an agreement finds the signed document more reliably, works in Firefox and Safari, and keeps the document's file name. When a download fails, the message says why. The button now shows only on agreements that started in June 2026 or later, since earlier agreements have no document in MyCTI.
  • The Microsoft Teams section shows only where it's enabled. The Microsoft Teams section on the Scout page, and the Teams figures in the Home page's Scout panel, now appear only on accounts they have been enabled for, instead of an empty section on every other account.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.5

MyCTI 2.1.5

On September 24, 2026, we released MyCTI 2.1.5.

Attach videos to tickets and notes, search for a service address, and use clearer notification settings that the notification bell now follows too.

New

  • Video attachments. Attach MP4, MOV or M4V videos of up to 30 MB each when you create a ticket or add a note. Other files can still be up to 10 MB each, with up to 10 files and 60 MB in all at a time.
  • Search for a service address. The Service Address list in the Create Ticket dialog now has a search box and loads more addresses as you scroll, so every address on a large account can be found. On the Admin page, the Addresses tab can be searched by label, street, city or postcode, and pages through long lists.

Improved

  • Clearer notification settings. Settings → Notifications now groups your settings into your own tickets, any ticket on the account (for company admins) and Scout. It marks the ones you've changed from your account's defaults, and lets you revert one or Restore defaults. Company admins manage notifications for the account, roles, users and external recipients in a window of its own, opened from the gear in the notification bell.
  • Scout emails for external recipients. An external recipient can now receive Scout device alerts and the daily summary, with its own time zone for when the summary arrives. This replaces "Send SCOUT emails to" in Settings: an address entered there now appears under External Recipients with nothing turned on, ready for an admin to choose what it receives.
  • Told when an attachment doesn't upload. If a ticket or note saves but some of its files don't, MyCTI now names them instead of reporting success, so you can add them from the ticket page. Files that are too large or of a type MyCTI doesn't accept are flagged under the Attachments field as you choose them.

Fixed

  • Ticket notes reach the people following the ticket. Adding a note in the portal now emails the person who reported the ticket, company admins who have Note added turned on, and subscribed external recipients. Before, only CTI's service team was told.
  • The notification bell follows your settings. Notifications in the bell used to arrive whatever your notification settings said. They now follow them, as email does.
  • A locked setting stays locked. An admin could lock a notification setting on, but not reliably off. A lock now holds either way.
  • The audit log names who accepted the user agreement. CTI administrators now see the username and email on those entries.

Behind the scenes

  • Service ticket pages open faster: an attachment is downloaded only when you select Download.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.4

MyCTI 2.1.4

On September 16, 2026, we released MyCTI 2.1.4.

Scout can email you when a device goes offline, you can act on Scout alerts from the Scout page, and the Home page opens on a summary of your tickets, projects, orders and agreements.

New

  • Scout email alerts. If you have access to Scout, MyCTI can email you as soon as a monitored device stops responding, and once a day with a summary of your collectors and devices. Choose what you get in Settings → Notifications, under SCOUT Monitoring: Device offline, Daily summary, and Critical devices only (turn it off to hear about non-critical devices too). Use "Send SCOUT emails to" to send them to another address, or leave it blank to use your login address. Admins can set these defaults for an account, a role or a user, and lock them.
  • Act on Scout alerts. On the Scout page, an offline device now shows the status of its alert: New Alert, Confirmed Issue, Ticket Created or Noise. Create Ticket opens a new service ticket already filled in from the alert. Snooze dismisses a false alarm, with an optional note, without creating a ticket. Once a ticket exists, the device links straight to it.
  • Dashboard Summary on the Home page. The Home page now opens with a card each for Tickets, Projects, Orders and Agreements: open and closed tickets, active and completed projects, total and submitted orders, and active agreements along with those expiring within 30 days. Each card links to its full list, the ticket counts open the Service Tickets page already filtered, and the Tickets card has a Create Ticket button. You only see cards for the areas you have access to.
  • Microsoft Teams rooms in Scout. For accounts whose Microsoft Teams rooms are connected, the Scout page has a Microsoft Teams section showing rooms and their meeting activity, Teams service health, a hardware report, and room uptime and usage.

Improved

  • A fuller Scout panel on the Home page. It now shows overall health based on how many devices are online, the offline count, alerts waiting for review and Scout tickets. With Microsoft Teams connected, it adds rooms, today's meetings and Teams devices. Agent Uptime no longer appears here or on the Scout page.
  • Set your time zone when you sign in. If your profile has no time zone yet, MyCTI asks for it, then for your notification preferences, before opening the portal.
  • Roles spelled out. The Roles tab on the Admin page now lists what each role includes. Users can view and create tickets, add notes, and view orders and projects. Admins can also view invoices and agreements and manage users, permissions and addresses. New users get the Projects page by default.
  • You see what you can use. The Service Tickets menu item and the search at the top of each page now follow the pages you have access to. In the Create Ticket dialog, only company admins see Add New Address; everyone else is asked to contact their company administrator.
  • Explanations where you need them. Information icons and hover text now explain terms on the Orders, Projects and Scout pages and in user administration, such as an order's items, a project's PO / NTP and change orders, and what a Scout alert's status means.
  • Failed emails flagged to CTI. CTI administrators can have the portal post to a Microsoft Teams channel whenever an email fails to send, under Alert Settings → Email Failure Notifications.

Fixed

  • Closed tickets can be read in full again. On a closed ticket, or one with a closure request pending, the page no longer locks up: you can select text, expand the description and download attachments. While a closure request is pending, the note box explains that notes can't be added until it's resolved.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.3

MyCTI 2.1.3

On August 20, 2026, we released MyCTI 2.1.3.

A maintenance release with no changes to how you use MyCTI.

Behind the scenes

  • Maintenance to the portal's servers. Nothing changes in how you use MyCTI.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.2

MyCTI 2.1.2

On August 14, 2026, we released MyCTI 2.1.2.

Select the Offline count on the Scout page to see just the devices that are down, and CTI announcements now arrive in your notifications.

New

  • Filter Scout to offline devices. On the Scout page, select the Offline count to list every offline device across all your agents, each tagged with its agent. Select an agent to narrow the list to that site, select All agents to widen it again, and use Clear filter to go back. When nothing is down, the count reads "All devices are currently online."
  • Announcements. CTI can now post announcements, such as planned maintenance, to all customers or to selected ones. They appear in the notifications bell next to your ticket updates; select one to read it in full, with a Learn more link when CTI adds one. CTI administrators write and manage them on the Admin page's new Announcements tab.

Improved

  • Straight to the offline devices from the dashboard. View Issues → under the dashboard's Scout Offline count now opens the Scout page already filtered to offline devices.
  • Total Job Amount is hidden on project pages. A project's page no longer shows its Total Job Amount for now.

Fixed

  • The dashboard's Scout Offline count matches the Scout page. It used to add offline collectors and devices that aren't monitored to the number. It now counts only monitored devices that are offline, and the Collectors card shows how many collectors are offline on its own.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.1

MyCTI 2.1.1

On August 3, 2026, we released MyCTI 2.1.1.

A notifications bell keeps you up to date on your service tickets, and company admins can choose who receives ticket emails, including people outside the portal.

New

  • Notifications in the portal. A bell at the top of every page shows what has happened on your service tickets: a ticket created, a note added, a close requested or cancelled, a ticket closed. The person who raised the ticket and their company's admins each see it. A badge counts the unread ones; select a notification to open its ticket, or choose Mark all as read.
  • Notification settings for company admins. Admins open Notification Settings from the gear icon in the notifications panel and choose which ticket emails go out: for the whole account (Account Defaults), for a role (By Role) or for one person (By User). The lock icon keeps a notification on so users can't turn it off. CTI administrators can lock notifications for any user in the same way.
  • External recipients. On the External Recipients tab, admins can add email addresses of people who don't use the portal, such as a team distribution list, and choose which ticket emails each one receives. Their emails leave out the link to the portal.

Improved

  • A setting for cancelled close requests. Emails about a cancelled close request now have their own switch under Settings → Notifications, alongside the other ticket emails. Any notification your admin has locked shows as Locked there.
  • Phone numbers when editing a user. Company admins now see a user's Mobile Phone and Business Phone in the Edit User dialog on their Admin page.
  1. Release notes
  2. MyCTI 2.1
  3. 2.1.0

MyCTI 2.1.0

On July 9, 2026, we released MyCTI 2.1.0.

A new Invoices page shows your company's invoices, what is pending and what is overdue, and lets you ask CTI about any of them.

New

  • Invoices. A new Invoices page in the side menu lists your company's invoices, with totals for all, pending and overdue invoices at the top. Filter by status or date, or search by invoice or PO number. Each invoice shows the service ticket, project or order it relates to, with a link to it.
  • Invoice details and questions. Select an invoice to see its dates, amount, balance due, billing address, PO number and payment terms. Request Invoice asks CTI for a copy, and Question sends your question about it to CTI's accounts team.
  • BC Mapping. CTI administrators have a new BC Mapping tab on the Admin page, where they link each customer account to the account it is billed under so its invoices appear on the Invoices page. Auto-Sync Unmapped links every account it can match on its own.

Fixed

  • Role choices when adding a user. The Role list in a CTI administrator's Add User dialog showed Admin twice. It now reads User, Admin and Internal Admin.
  1. Release notes
  2. MyCTI 2.0
  3. 2.0.1

MyCTI 2.0.1

On July 2, 2026, we released MyCTI 2.0.1.

CTI administrators can sort users into groups, and the search bar now finds orders and projects as well as tickets and agreements.

New

  • User groups. CTI administrators can sort portal users into groups. On the Admin page's Users tab, Manage Groups creates, edits and deletes groups, a Groups column shows who belongs where, and a group filter narrows the user list. A user's groups can also be changed under Group Membership when editing them.
  • Bulk actions by group. In Bulk Actions, CTI administrators can pick a group to select all of its members at once, then use the new Add to Group or Remove from Group actions. Users created through Add User → Bulk Add can be assigned to a group as they are added.
  • Search finds orders and projects. The search bar at the top of every page now returns matching orders and projects alongside tickets and agreements.

Improved

  • Linking a new user to a company. When a CTI administrator adds a user whose email doesn't match a contact in CTI's records, they can now pick the company account to link the user to, and a contact is created for them.
  • Common choices first. The United Kingdom, United States and India now head the country lists in the address dialogs and the phone country codes, and the Timezone and Date & Number Format lists in Set Your Timezone start with the most used options. England no longer appears as a separate country from the United Kingdom.
  • Clearer names. A company's administrator role and page are now called Admin instead of Customer Admin, "Organisation" is spelled "Organization" throughout, and the dashboard's Get Support Now button now reads Create New Ticket.
  1. Release notes
  2. MyCTI 1.0
  3. 1.0.9

MyCTI 1.0.9

On June 11, 2026, we released MyCTI 1.0.9.

Customer administrators can give new users Scout access as they add them, and pages no longer turn you away by mistake.

Improved

  • Scout access for new users. In the Admin page's Add New User dialog, customer administrators can switch on Grant SCOUT Access. The Roles tab now lists what each role can do, and shows the Scout card only when someone on your account has Scout.

Fixed

  • No more mistaken Access Denied. If MyCTI couldn't load which pages you can use, a page could say Access Denied. It now says it couldn't check and offers Retry. Admin pages show Loading or Redirecting instead of a blank screen.

Behind the scenes

  • CTI's team is alerted automatically when the portal is slow or returning errors.
  1. Release notes
  2. MyCTI 1.0
  3. 1.0.8

MyCTI 1.0.8

On May 26, 2026, we released MyCTI 1.0.8.

A new Projects page, and the Service Tickets list now covers all your tickets, a page at a time.

New

  • Projects. If you have access, a new Projects page in the sidebar lists your projects, each with a progress bar for its current phase, its estimated completion and its project manager. Filter by Project Status, search by name, ID or location, and sort. Open a project to see its status, site address, PO / NTP and total job amount, its phase and next milestone, its change orders, and a Project Schedule chart.

Improved

  • Service Tickets shows all your tickets. The list used to load only your 50 most recent tickets. It now shows 20 at a time with Previous and Next, and search, status, priority, date range and sort work across all of them.
  • Find tickets Scout opened. If you have Scout access, a SCOUT tickets only filter under Source on Service Tickets shows just the tickets Scout created.
  • The sidebar starts open. The sidebar now opens expanded, with page names showing, instead of collapsed.

Fixed

  • Service agreement descriptions are formatted. A service agreement's Description could show raw formatting code. It now shows as formatted text.
  1. Release notes
  2. MyCTI 1.0
  3. 1.0.7

MyCTI 1.0.7

On May 13, 2026, we released MyCTI 1.0.7.

Scout remote monitoring comes to MyCTI, along with a Give Feedback button and easier-to-read ticket pages.

New

  • Scout remote monitoring. If you have Scout access, a Remote Monitoring panel on the dashboard shows the health of your monitored equipment at a glance: collectors, devices, agent uptime and anything offline. Full Analytics Dashboard opens the new Scout page, with Scout ticket activity, agent health, device counts, and each agent's devices with their status and details. Customer administrators can see who has Scout access on the Admin page.
  • Give Feedback. A Give Feedback button at the bottom right of every page sends CTI a bug report, feature request, suggestion or question.
  • New tools for CTI administrators. The Admin page is reorganised into Admin Settings, Audit Tools, User Activity Management and System Settings & Metrics. CTI administrators can now add many users at once, from a CSV file or typed in, act on several users together, and read the feedback customers send.

Improved

  • Long tickets are easier to read. On a ticket's page, long titles and descriptions are shortened, with View More to show the rest, and descriptions keep their line breaks.
  • View Tickets shows every ticket on an agreement. From a service agreement, View Tickets now lists its closed tickets too, not just open ones.

Fixed

  • Signing out no longer gets stuck. When you signed out or your session ended, MyCTI could bounce between pages instead of returning you to the sign-in page. It now goes straight there.
  1. Release notes
  2. MyCTI 1.0
  3. 1.0.6

MyCTI 1.0.6

On May 7, 2026, we released MyCTI 1.0.6.

A new Orders page, a choice of which emails MyCTI sends you, and a way to take back a request to close a ticket.

New

  • Orders. A new Orders page in the sidebar tracks your equipment orders. Search by order name or PO / NTP, filter by order date, switch between All Organisation and Mine, and sort or change between list and grid views. View Details opens an order's items, prices and totals, shipping address, payment details and request details.
  • Choose which emails you get. Settings now has a Notifications tab where you can turn each ticket email on or off: Ticket created, Close request submitted, Note added by technician and Ticket closed. Customer administrators also get All Account Tickets switches, to hear about any ticket under their account. When you first set your time zone, you're asked about these next.
  • Undo a close request. If you've asked for a ticket to be closed, Undo Close Request on the ticket's page takes the request back. The ticket stays open and CTI's service team is told.

Improved

  • Close requests are confirmed. After you select Submit Request, the dialog shows that it's working, then closes and confirms with a Success message. You also get an email confirming the request, unless you've turned that email off.
  • Ticket emails in your time zone. Times in ticket emails now show in your time zone instead of UTC, and the emails you get about your tickets name the room.
  1. Release notes
  2. MyCTI 1.0
  3. 1.0.4

MyCTI 1.0.4

On April 16, 2026, we released MyCTI 1.0.4.

Times on service tickets show correctly in your own time zone, and image attachments work on new tickets.

Improved

  • More cities to choose from. The city search in Settings and in Set Your Timezone now lists hundreds more US cities, each shown with its state, for example "Springfield, MA".
  • Date filters follow your format. The date range filters on Service Tickets and Service Agreements show dates in the Date & Number Format you chose in Settings.
  • Addresses are added, not edited. On the Admin page's Addresses tab, customer administrators can still add a new address, but existing addresses no longer have an Edit button.

Fixed

  • Ticket times are right. Times on a service ticket could be off by several hours. Created On, Updated, Closed and the times in a ticket's notes and timeline now show in your time zone, written out in full, for example "April 15, 2026 at 11:18 AM".
  • Image attachments work on new tickets. JPEG and PNG files attached in the Create New Ticket dialog could be rejected. They now upload with the ticket.

Behind the scenes

  • Tickets opened in MyCTI are now recorded as coming from the MyCTI portal.