Thread calls a ticket a thread. We call it a ticket and so do our clients.

Holding that line today means changing the word by hand, one setting at a time:

Reminder Agent default prompts, the ticket creation message ("I've created

thread number [x] for your reference"), and an instruction in every intent and

Super Magic agent telling it to say ticket instead of thread.

It still leaks. Super Magic will tell a technician "the thread for this is..."

in chat, and anything new we enable arrives with the default wording again.

The ask: one setting in admin defining the noun the platform uses for a ticket,

applied everywhere the word is generated. Agent output, default messages,

Reminder Agent prompts, Messenger, Inbox and the client portal. A client told to

put in a ticket should not then receive "I've created thread 12345."

The better version, if you want to solve it once: a set of global rules that

every agent and Super Magic run reads before its own prompt. Ticket versus

thread becomes one rule in that set, alongside everything else we repeat in

every prompt. A toggle fixes one word. A rule set fixes that word and every one

after it, and a new agent inherits our standards instead of your defaults.