Feature Requests

In Super Magic Agent I am trying to build a scheduling agent but to get the results we need we need access to the working hours, and title, and reports to fields. These fields would help us get things scheduled automatically to the right Pod and during work hours.

Request the ability to right-click on tickets to change the status from Inbox - similar feature in ConnectWise/Manage. Fast update then clicking into the ticket to update the status.

We would like the ability to track Super Magic agent Created tickets using a different source than the default we have set for Thread Messenger create tickets. Can you enable a setting so we can use different sources?

Add clearer visibility for ConnectWise PSA ticket resolutions within Thread. Resolution entries are currently difficult to identify because they appear buried in the TimePad pod and are not clearly labeled in the Notes pod. Requested improvements include adding a visible badge, label, or indicator when a resolution exists, making resolution entries stand out from regular notes, and showing resolution status clearly even in collapsed views.

Need the ability to create custom prompt for a more detailed structure approval message

We need the ability to configure the Reminder Agent's delivery schedule on a per-client basis rather than applying a single global setting across all clients. Some clients operate standard Monday–Friday business hours and should not receive reminders outside of those windows, while others run 24/7 operations and need reminders delivered on weekends or at custom intervals. The ideal solution would allow us to define each client's working hours, preferred reminder days, and minimum reminder frequency so that automated follow-ups align with how each customer actually operates. This would reduce noise for standard-hours clients while ensuring round-the-clock clients stay properly engaged without being over-communicated.

Please fix text wrapping on code block text or can you add a slider. Code text tends to not wrap as other text does based on the size of the window.

I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket. It is important for us to be able to review a ticket to see who may have made changes to the ticket. For example, when I closed a Thread through inbox, It does not show my name on it anywhere.

Currently, Thread Inbox only sends emails to the primary contact on a ConnectWise ticket. CC'd or external contacts do not receive these emails, and the PSA email connector does not retain CC recipients on replies. This is a significant workflow gap for MSPs using Thread Inbox as their primary ticketing communication tool. Key use cases submitted by Optimized IT: Client POC approvals - requiring sign-off from specific contacts for user permissions, account creations/terminations, hardware purchasing, quote requests, and security changes. Multi-site critical incident notifications - e.g., looping in multiple site managers or pharmacists during a major application outage affecting all locations. Manager visibility - when a user CC's their manager on a ticket, techs need to reply to both the user and manager to keep all parties informed. Ongoing issue updates - techs need to notify multiple key client contacts on the status of complaints or long-running issues. The requested functionality would allow Thread Inbox to send ticket chat/email replies to all CC'd contacts on a ticket, not just the primary contact. This is considered critical for client communication workflows and is a blocker for full adoption of Thread Inbox as the primary ticketing interface.

Add flow filter options that automatically reference the Business Hours settings, including configured office hours and selected holidays. This would allow out-of-office and holiday flows to stay synchronized without manually entering and maintaining dates or rules in multiple places. The request also aims to prevent overlapping or conflicting flow messages by making holiday and business-hours conditions reusable and centrally managed from the Business Hours configuration.