Feature Requests

Due Date filter added to Views in Thread Inbox—allows us to properly identify tickets that are overdue, etc.

Currently we are navigating back into Autotask to action this.

We'd love the ability to create different reminder templates that would run differently based on the status specified in flows. An example would be Waiting on Approval; we would like to send out reminders of needing approval before we can continue. This would open the door to further automations utilizing the Reminder Agent

This would be critical in identifying stale tickets

I would like to be able to modify the master intent per client, it could be just an additive feature like "This client is 90% on Macs so just assume they're on a mac unless it's Stephen asking" or something silly like that. This would make the magic agent massively more useful and feel customized to each client with some simple extra instruction.

Magic agent should be customizable to only engage during business hours, or ability to add an "outside of business hours" message

Within Thread inbox, be it Views or Channels, there are many times tickets will be out of sync reflecting an incorrect total number. Instead of having to open each ticket to fix this until a bigger fix is deployed, can we have the option to sync all tickets similar to the Mark all as read function added to Views?

Use Case: Change Approvals, we want to send change approval requests automatically once a ticket is in the Change Approval status. We are unable to build an intent for this because change approvals require some manual steps and investigation first. That said once we've completed those steps we move tickets into a Change Approval Status that we want to send approval to the Change Approver Contact Type

During manual tickets, techs should be able to request from pre-selected approvers to manually engage One-click approvals.