Feature Requests

Example Flow: 1. Live Chat Submission • Issue: Networking problem • Action: Triage Agent creates a ticket and moves it to the Helpdesk board 2. Helpdesk Escalation • Action: Ticket is escalated to the Managed Service Desk • Flow Conditions: Board, Status, Team, or Subtype • Magic AI Action: Generate ticket title & assign a specific technician 3. Managed Service Desk Escalation • Action: Ticket escalates to Engineering via a separate flow • Flow Conditions: Board & Status • Magic AI Action: Generate an escalation recap & assign to another technician or resource team Key Point: The same ticket triggers multiple flows across different boards, each performing Magic AI actions, without needing PSA Board Mapping.

Such as: "Ticket not touched for (X) time" "Client has not responded for (X) time"

Update custom ConnectWise fields (e.g., Team Change) directly from Magic Agent outputs or Recap Summaries. Today, workarounds involve type/subtype hacks or renaming tickets, which disrupts metrics. Expanding flows beyond default ConnectWise pods would let admins tag, check, or change fields automatically, improving workflows and reporting.

Add the ability to drive workflows based upon SLA progress (10 minutes left on SLA, 33% of SLA remaining, etc)

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).

Being able to test the functionality of flows before you enable them would be great. Maybe something like an option to feed in a thread # to see what action would be taken on it and how it would affect the thread