This feature would allow administrators to define specific ticket statuses that automatically disengage the triage agent when a ticket moves into them. The purpose is to prevent the triage agent and Magic Agent from interacting with tickets that have been intentionally handed off to a client’s internal IT team.

Some clients have internal IT staff who actively work tickets through the portal. These users can view tickets, add notes, email users, and update statuses just like a normal requester. Because they are not ConnectWise members or thread participants, their updates appear as standard user activity.

When a ticket is in listening mode, the triage agent interprets these updates as user responses. This can cause the Magic Agent to respond to the internal IT team or perform automated actions. In some cases, when internal IT marks a ticket as resolved using their own status, the triage agent interprets this as a user confirmation and automatically moves the ticket to an agent closed status. This overrides the intended workflow and can create confusion or reporting issues.

Add a configuration option that allows administrators to define one or more ticket statuses that automatically disengage the triage agent. When a ticket moves into one of these statuses, the triage agent should immediately stop listening and ignore further updates on that ticket.

This should apply regardless of who changes the status and should prevent the Magic Agent from responding, analyzing messages, or automatically changing the ticket status once the disengagement status is reached.

This feature would prevent automation from interfering with tickets that are intentionally handed off to a client’s internal IT team. It would preserve client specific workflows, prevent unintended status changes, and ensure that the triage agent only operates on tickets that the MSP team is actively managing.

An MSP moves a ticket into a status such as “Internal IT Assigned” to signal that the client’s internal IT team will handle the issue. When the ticket enters this status, the triage agent automatically disengages so it does not respond to internal IT updates.

Later, when the internal IT team resolves the issue and sets the ticket to “Client Resolved,” the triage agent remains disengaged and does not automatically move the ticket to an agent closed status. This preserves the intended workflow and keeps automation from interfering with client managed tickets.