Feature Requests

Dispatchers at inTech Consulting need the ability to use Magic AI chat during ticket creation/editing to describe a customer's issue (while on the phone) and receive exploratory/clarifying questions they can ask the customer in real time. This would help less experienced dispatchers gather better information and create higher quality tickets without needing to switch between systems. Currently, no such guided intake assistant exists within the ticket creation screen.

When tickets are created from image-heavy emails (e.g., Microsoft promotional footers with alt-text like "Get Outlook for iOS"), the AI title generator reads image metadata rather than actual message intent. This results in misleading titles that impact triage, dispatch, and SLA prioritization. Real-world example: a contact reporting "My computer might be hacked" received an AI-generated title of "Install Outlook for iOS" due to a Microsoft promotional footer in the email body, causing the ticket to be triaged as a routine software install rather than a security incident. The request covers five improvements: Image/OCR Parsing - Analyze embedded images for actual visual content, not just alt-text or filename metadata. Promotional Content Filtering - Identify and deprioritize common marketing/promotional image patterns (e.g. "Get Outlook for iOS", "Download our app") when generating titles and summaries. Subject Line Weighting - Weight the email subject line more heavily than image alt-text in the title generation model. Contextual Intent Scoring - When the body text is sparse or image-dominated, fall back to the email subject line as the primary title source. Confidence Flagging - If the AI cannot confidently determine ticket intent, flag the auto-generated title as low-confidence so dispatchers know to manually review before routing. Business impact includes triage accuracy, SLA risk (security incidents misrouted as software installs), client trust in sensitive industries (healthcare, finance), and tech efficiency. Submitted by Craig Wilde, Acrisure Cyber Service.

Partners are requesting the ability to upvote or downvote TSI accuracy at the individual ticket level, accessible via both the Pod and Inbox. The feedback collected would be used to automatically retrain TSI prompts over time, improving categorization and ticket accuracy. Currently, there is no mechanism to provide per-ticket feedback on TSI performance.

Currently, Magic Recap does not account for time entries when generating recaps. To enhance the accuracy and comprehensiveness of the recaps, it would be beneficial to integrate time entries into the recap rules.

Partners need Magic AI (Ask Magic / Suggest Resolutions) to directly surface and retrieve ITGlue knowledge articles in its responses. Currently, even with the ITGlue integration enabled, sync completed successfully, and Knowledge Articles syncing turned on, Magic AI is unable to pull ITGlue documents. This limits the value of the integration and forces users to manually access documents via the Actions section in Thread Inbox as a workaround.

Current limit of 4096 characters per chat input prevents adding context to some requests - increase the limit to increase capability of agent

Currently, when using Thread AI features, partners can set the default to “All Clients,” but excluding a specific company from AI involvement (e.g., for sensitive internal tickets) requires separately configuring exclusions for each AI feature—Assistive AI and Magic AI—individually. This means a partner must repeat the exclusion process in multiple areas, rather than having a single exclusion setting that applies to all AI features at once. A unified exclusion list would allow users to set “All Clients” as the default and simply add any client(s) to an “AI Excluded Clients” list, automatically disabling both Assistive AI and Magic AI for those companies. Benefits: Time-Saving: Eliminates repetitive manual exclusion steps for each AI feature. Consistency: Prevents mismatched settings between Assistive AI and Magic AI. Efficiency: Reduces configuration errors and oversight. Flexibility: Keeps broad AI coverage while allowing sensitive exclusions in one place.

It would be useful if we could add a separate module to chat with Magic AI that is not attached to a ticket. A place where a technician could ask something to Magic AI without the need of opening the ticket and using the chat on the right side.

It would be very helpful to be able to click into the items that ended up being changed so we could review and make adjustments to the assistive AI as needed