Feature Requests

Use case: adding an external vendor where they aren't setup as a contact under the company in CW.

We get emails that often come in from users that route to catchall if we don't have a clear contact record in our system. We would like Magic AI to route these tickets to the correct company automatically.

IT Glue notes to sync to the Client intelligence company notes so that way the triage agent and super magic have knowledge of the notes, and we’d be able to surface it for the techs as well through super magic. Apparently this was talked about doing this at one point but we have not heard anything about this recently. This would be a really great way to expand upon the Thread and ITGlue integration.

When creating a new Thread in Inbox, the Queue field is required but has no default value. The partner would like the ability to set a default queue on the New Thread creation screen to speed up ticket creation and reduce manual steps for their team.

When creating a new Thread in Inbox, the current fields available are To, Queue, Source, and Summary. The partner would like the ability to customize this screen by adding additional fields, specifically Ticket Category, to streamline ticket creation and improve workflow efficiency.

When a user reacts to a message using the emoji reaction feature in Thread, the reaction note logged in Autotask displays the emoji as "??" because Autotask cannot render emojis natively. The partner is requesting that Thread translate emoji reactions into plain text when writing notes to Autotask -- for example, displaying "William Hunt reacted with Thumbs Up to message: test reply" instead of using the emoji character. This would improve readability on the PSA side and prevent garbled/unreadable note entries.

Integration for screenconnect for Super Magic because CW RMM has limited capabilities supermagic could utilize ScreenConnect to run scripts, workflows, and pull information.

When we are sending an approval request, the user often doesn't get access to the ticket history, but instead gets the new messages the follow after the approval is given/denied. Could this be changed so that when an approval request is sent, they get the context/history of the ticket, but then once approval is given/denied, they no longer get updates as their input is no longer needed.

Business Case behind this is because we want to be able to customize the message, especially for our ESL clients/users so we can ask additional follow up questions such as spelling their name to get a better contact match