Changelog
Follow up on the latest improvements and updates.
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new
Magic 2.15
Your new home for managing Agents
Admins can now manage all Agents from one streamlined
Manage your Magic Agents
page. This gives a clear view of what’s enabled, who it’s reaching, and provides quick tools to configure, test, and activate. It also feels
premium (if we dare to say so).new
Inbox 2.18
Plans & Licenses: More scalable and intuitive
- The Plans & Licenses page layout is now scalable to support new product licenses (👀 Voice beta add-ons, is that you?).
- “Credit overages” is now Unlimited AI access with an informational tooltip to help partners better understand their entitlements.
new
Inbox 2.17
⚙️ PSA Status Mapping: Now in Admin
We’ve moved PSA status mapping out of Inbox Preferences and into Admin, so it’s easier to find alongside your other automation settings.
Here’s what’s new:
- New location: Admin > Status Automation
- Same functionality: All your existing mappings and workflows work exactly as before.
This update keeps automation settings in one place, making it simpler to manage how threads move through your workflow.
new
Inbox 2.16
📥 Import existing open tickets into Inbox
Admins can now bring open tickets from their PSA into Inbox during onboarding, so teams can hit the ground running.
Here’s what’s new:
- Import by board: Choose which boards’ open tickets to include.
- Import existing tickets: Select how far back to bring in active tickets (last 30, 60, or 90 days).
- Always up to date: After onboarding, new tickets from all boards will sync to Inbox automatically (just like today). The import only adds existing open tickets from the boards you select.
Available for all new partners during workspace setup only, across all 3 PSAs.
This makes it easier for new users to start working in Inbox on Day 1, since any work already assigned to them will appear in "My Inbox".
new
Inbox 2.15
🏴☠️ Pirate Mode in Inbox
In honor of “Death to the Ticket,” we’re unleashing your inner buccaneer! All Inbox users can now slash tickets like a true pirate.
Just open a thread, type pirate in the composer, and play Thread’s swashbuckling take on Snake. Then brag about your highest score - yarrr, only the fiercest pirates will make the leaderboard! ☠️
new
Magic 2.14
Customize “(bot)” Display
Partners can now choose whether Messenger and AI bots show “(bot)” in their names - perfect for giving them clever names and delivering a more on-brand greeting to users.
Set this for all customers or tailor it for specific clients:
- Global setting: Admin > Messenger > Design > Show “(bot)” in message replies
- Per-client setting: Admin > Clients > {Customer Name} > Design > Show “(bot)” in message replies
new
Magic 2.13
Assistive AI automation upgrades
It's now easier for Admins to roll out Assistive AI automations at scale with more control and visibility, and makes onboarding for new partners faster and with fewer blocking needs.
- Board exclusions: Admins can now exclude specific boards from running automations, helpful for keeping internal or alerting tickets untouched during rollout.
- Excludefiltering: Admins can now exclude specific clients, boards, or sources. This is great for running automations on most, but not all, of your partner base.
- Flows visible on Automation pages: Admins can now see from each Automation run condition page if Flows with automation actions are also running, making it easier to manage triggers and Flows from one place.
- Triggers and Flows are independently: We removed logic that applied Trigger filters to Flows, avoiding unexpected behavior and reducing Support/Success escalations.
Auto-Categorization: Customize all category fields
Admins can now set descriptions for second- and third-level categories when customizing Auto-Categorization, which includes support for:
- SubType and Item fields in ConnectWise, and
- Sub Issue Type field in Autotask
This gives you full control over the entire category tree, so you can fine-tune prompting without cramming extra rules into the top-level field. One of our most requested features - big thanks to Partners for driving this forward.
new
Inbox 2.14
Manage your entitlements with
Plans and Licenses
pageThe Plans & Licenses page is now live for all Partners on AI Essentials or AI Pro plans. Admins can now manage AI and Chat licenses, and view the AI Ticket Credits included with every modern plan (yep, they’re free :raised_hands:).
By default, entitlements are not enforced so nothing will shut off if licenses aren’t assigned right away. Thread teammates will guide each Partner through onboarding and next steps.
Ask Magic upgrades ✨
- Ask Magic now appears as a standalone panel when a thread is open, making it easier to find and use.
- Inbox users can also choose to include or exclude web searches in Ask Magic chats, allowing for more precise answers from trusted sources when troubleshooting or researching a topic.
new
Inbox 2.13
TimePad: A fuller picture
In expanded mode, TimePad now shows the total time submitted - making it easier for Service Managers to see the full picture and make quick adjustments.
Other improvements
- Fixed: TimePad now correctly pauses when you navigate away from a thread in List view’s modal mod for users who have “Automatically pause TimePad when I navigate away…” enabled in Inbox > Preferences > My Preferences.
new
Magic 2.12
New in Assistive AI: Trigger Controls Are Live
Admins can now control when Auto-Pri, Auto-Cat, and Magic Title run, thanks to new
trigger toggles
in settings and during onboarding.What’s new:
- Each Assistive AI feature now has a dedicated Triggers section
Triggers fire only if:
- The event occurs (e.g. thread created, board changed)
- The PSA source is eligible (set in Client Access)
- The trigger toggle is ON
Why it matters:
- New Partners get simpler onboarding, no Flows required
- Flows still run independently of triggers.
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