Feature Requests

Reminder Agent to recognize and account for holidays—preventing reminders to be sent during those hours/days.

instead of having the user ask to talk to a live agent, there should be an optional button to connect to a live agent.

Triage Agent to recognize and account for holidays, making sure the Triage Agent responds accordingly if out of office hours or user's submit requests during holidays.

Photos should sync periodically from M365, not just on the initial pull. This would help with new employees. We also need to be able to prevent employees from setting their own photos.

Right now, Reminder Agent doesn't distinguish between OOO auto-replies and actual responses.

When you hit accept on the pop up, it assigns you to the ticket, can we get it to update the status to one of our choosing? either automatically or pop up an option to set the status?

As a ConnectWise shop, we would like to be able to create Flows based on the Ticket "Item" in ConnectWise. For our service board we use "Item" to differentiate between incidents, problems, and requests so that flow would be helpful in creating new channels in Inbox.

Enhance the Magic AI Triage system to allow users to create rules that prevent further responses to specific closed ticket email replies. This includes ignoring replies containing phrases such as "out of office" or "Thanks", commonly included in auto-replies or acknowledgments. Use Case: When a customer sends a reply to a closed ticket email, the system should recognize certain keywords or patterns in the subject or content. The system should automatically suppress responses if keywords like "out of office", "autoreply", or "Thanks" are detected.

Often times clients will email back a thanks or an out of office response to a closed ticket and we want the bot to know that they are not opening a new ticket and to not reply.

I would like to be able to set up a Flow using Classification as a filter. This is a field in Autotask that we use to indicate is clients are important. While I could use the Company filter, we change the Classification often, as clients move into different statuses in their lifecycle with us. Thanks for considering adding this to the Filter list.