Feature Requests

Similar to the reminder agent for customers, it would be nice to have a reminder agent for tickets where the status is waiting for tech. This way tickets that may have fallen lower on their list they are reminded to address the ticket.

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.

Add a setting to enable or disable automatic ticket card posting in Slack when users mention a ticket using the “Thread #<ticket number>” syntax. This behavior is currently built into the Slack app and can cause unexpected ticket previews in channels. Administrators should have the ability to control or restrict this feature at the workspace or channel level to prevent accidental postings.

Super Magic can’t currently read the tasks on a ConnectWise ticket or the files on its Attachments tab. When asked, it says the tasks aren’t exposed to it and asks the tech to paste them into the chat. Use case: A partner keeps pricing in the tasks on a ticket and asked Super Magic to build a quote from them. They also asked it to reference a file added to a ticket’s Attachments tab. Neither worked.

Allow Access Groups to include or exclude client companies based on their ConnectWise Manage Company Status, so that inactive companies aren't pulled in with the full client list. Current Behavior: When building Access Groups, we are pulling the full client list from ConnectWise Manage. There is no option to filter that list by whether a company is active or inactive, so former and inactive companies appear alongside current clients. Problem: Admins have to manually find and exclude inactive companies in each Access Group. Inactive companies can be left in an Access Group by mistake, so members keep visibility of clients we no longer service. Large client lists are harder to manage than they need to be. Requested Behavior: Add a Company Status filter to the Access Group client selection (for example Active only, Inactive only, or All). Base the filter on the ConnectWise Company Status value, which Thread already reads through the Company / Company Status Table Setup permission on the API member. It would be good to confirm whether the Company Inactive flag also needs to be read.Default the filter to Active only. Keep the filter current as ConnectWise changes, so a company that becomes inactive drops out of (or is flagged in) the Access Group on the next company sync. Technical Notes: ConnectWise Manage lets each Company Status be set up as Active or Inactive, which is how an MSP typically distinguishes current from former clients. Please verify against our ConnectWise configuration before implementation. Thread's documented API member permissions already include read access to Company / Company Status, so no new permission category appears to be needed. Engineering should confirm.This is requested for the ConnectWise Manage PSA integration. Requested Criteria: An admin can filter the Access Group client list by ConnectWise Company Status. With "Active only" applied, inactive companies are not listed or added. Existing Access Groups keep working, and any inactive companies already assigned are clearly identifiable. Status changes made in ConnectWise are reflected after the next sync.

Super Magic and by extension, agent builder and skills, should be able to see Teams and their members you create in Thread.

Summary. Add a ticket property called "Effort" to Thread. It would estimate how hard a ticket is to resolve, similar to story points in Jira or Linear. PSAs don't offer this today. Problem. Managers judge techs mostly by tickets closed and smile-backs, and ticket count ignores difficulty. A tech who closes five hard tickets looks worse on the board than one who closes ten easy ones. Clay at Afinety manages a 12-person team. He says techs complain about this, and his year-end reviews come down largely to gut feel. What Clay asked for. An effort value on each ticket, even a subjective one, as "an added variable to look at." He compared it to sentiment scoring, which isn't perfect but is still a useful signal. He called it "a great idea" and said he'd be interested. Possible signals. Time spent on the ticket. Clay warned this alone is unreliable, because some techs document poorly and time open isn't time worked. How complex the issue is, including cross-platform dependencies and how many systems it touches. A point-style scale, possibly with Thread's AI estimating it from the ticket's contents. Where it could be used. Manager reporting and performance reviews, to weight tickets closed by difficulty. Dispatch load balancing, which today counts only active tickets. Effort would let it weight tickets differently. Open questions. Is effort set by hand, estimated by AI, or both? What scale should it use? How should it account for a tech's experience? Clay pointed out that effort depends on who works the ticket.

Add functionality to the triage agent that allows tickets originating on excluded boards to be deferred rather than ignored entirely. The agent should begin processing the ticket once it is moved to an included board, such as the Inkeepers board, without requiring manual intervention. This would provide more flexible board inclusion rules, ensure tickets are triaged correctly after board transfers, and maintain automated workflow efficiency.

We get emails that often come in from users that route to catchall if we don't have a clear contact record in our system. We would like Magic AI to route these tickets to the correct company automatically.

Being able to use quick actions such as scheduling required, scheduled remote, completed, etc. when clicking on a meeting in planner