Feature Requests

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.

Adding more trigger options, such as triggering a Flow when the first technician note is added to a ticket (especially when the ticket was created blank), would create new possibilities for workflows. This would allow MSPs to run specific actions for different scenarios, improving automation flexibility and ensuring features like title generation can occur even if the initial ticket lacks a note.

There is no lightweight way to mark a ticket with state that stays inside Thread. The only options today are internal notes, status changes, or reassignment, and all three have side effects. Notes cannot be edited, so every marker adds a permanent entry a tech has to read past. Statuses sync to the PSA and feed reporting, so creating one just to drive automation pollutes the status list. Reassignment pushes work to someone who did not ask for it. This becomes a hard blocker when stacking Super Magic Agents in a Flow. Agents cannot pass information to each other, so the only supported handoff is agent one leaving an internal note and agent two reading the thread to find it. Every automated ticket then collects notes that exist purely as machine signals. What I am asking for: User-defined tags that live only in Thread and never sync to ConnectWise or other integrations. Admins create, name, and color tags in Thread settings. Members can apply and remove them manually on a ticket. Super Magic Agents can add and remove them as an action. Flow conditions can filter on the presence or absence of a tag. Board views and saved filters can be built on tags. Tag changes show in ticket history without creating a note or time entry. Use cases: Multi-stage agent handoff. Agent one checks whether a ticket has an urgent deadline and applies the tag "urgent-deadline" if it qualifies. Agent two runs only on tickets carrying that tag and handles the write actions. One note on the ticket instead of two, and no throwaway status. Quality assurance flagging. A QA agent reviews closed tickets against a checklist and applies "qa-review" when something fails. The QA team works a saved view filtered on that tag. No reassignment, no status change, no notification noise for the tech who closed it. Triage signals. Tags like "waiting-on-vendor", "after-hours", or "needs-documentation" surface work without inventing statuses that then have to be mapped and reported on in the PSA. Why it matters: Tags turn Flows from single linear chains into composable stages, and they give teams a filtering layer they currently have to fake with statuses.

We'd love to be able to set the source of a ticket and the contact of a ticket via a flow. We have certain tickets that are created via the same API member or same email address, and we'd love to be able to use a flow to update those two fields in our PSA programmatically.

We'd like to be able to add a trigger filter for 'Entered By' (e.g. who created the ticket). We want to create a flow that only triggers for tickets created by a specific API member. Clarify what you mean by client company- we'd want to use this enhancement for all our customers.

Expose ConnectWise Manage member active/inactive status and In/Out Board presence data within Thread's Super Magic AI assistant. Use Case: When managing staffing, scheduling, or ticket assignment, technicians and admins need to quickly see which CW Manage members are currently active (not inactive) and whether they are clocked in/out via the In/Out Board — without leaving Thread or making manual API calls. Requested Capability: Surface CW Manage /system/members inactiveFlag so Thread's search_members tool (or a new tool) can distinguish active vs. inactive members. Optionally expose /system/inOutBoards presence data (in/out status per member) so Super Magic can answer "who is currently in/available?" Example CW Manage API endpoints this would leverage: GET /v4_6_release/apis/3.0/system/members?fields=id,identifier,firstName,lastName,inactiveFlag&pageSize=100 GET /v4_6_release/apis/3.0/system/inOutBoards?fields=id,member/id,member/identifier,member/name,inOutType/name&pageSize=100 Expected Outcome: Super Magic can answer questions like "Who is active right now?", "Is [member] currently in or out?", and assist with intelligent ticket assignment based on real-time availability.

We'd like to show all thread/tickets Magic Agents is currently active and engaged on by sending them to a particular channel/view in Thread Inbox.

Description: It would be beneficial to integrate a feature where emails can be automatically sent when defined criteria are satisfied within flows. Benefit: This would help eliminate any inconsistencies in communication and ensure that all necessary stakeholders receive timely updates, by having them receive an email when certain conditions are met in a flow (i.e., board type, status type, priority, etc).

Partner is building Flows to automate ticket note creation using a skill built in Super Magic. The "Run Skill" action is not currently available in Flow Builder. Partner would like to be notified when this feature becomes available and is registering interest for early access. This would allow them to complete their automated workflow for new ticket processing.