I raised this with Lark M and confirmed it is a current gap, so posting here to get it on the roadmap.

When using a Hatz agent with the ConnectWise integration, the agent cannot see internal notes or discussion notes on a ticket. Hatz support confirmed that the current tools only pull top-level ticket data and do not access the notes that live separately in ConnectWise.

Our specific use case is an agent we built to look up similar past tickets and how they were resolved, so our technicians can reference real troubleshooting history instead of starting from scratch. Right now that agent is not useful because the resolution detail, the diagnostic steps, and the actual fix are all documented in the internal notes, none of which the agent can see.

What we are asking for is the ability for a Hatz agent to read ticket notes, including internal notes and discussion notes, when looking up a ticket in ConnectWise. The ability to write a note back to a ticket from an agent would also be valuable.