Feature Requests

Partners need to see every email address copied on a ticket directly in Thread, even if they're not saved as contacts in the PSA.

Would love to see a feature that does auto Q/C checks - we configure what we want super magic to evaluate for a QC (no agreement/incorrect agreement, pending tasks, scheduled resources, poor note quality, no resolution step, etc) and then it can grade the tickets based on what we want it to review. Think of the auto-dispatch sliders, but for QCing tickets, not dispatching. Depending on the grade, a ticket status can be set for a human QC check and training opportunities, etc.

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.

Partner would like the ability to view and manage project tickets directly within Thread Inbox. This would assist in scheduling of tickets and improve how their service team works, making them more efficient overall.

When a contact belongs to multiple companies and submits a ticket by email, the system currently defaults the ticket to the PSA catchall or MSP company instead of one of the contact’s actual associated companies. This creates ticket misrouting, manual dispatch corrections, and SLA risks for organizations where users legitimately belong to more than one company. Requested improvements include updating the contact-to-company matching logic so that tickets are assigned to a valid associated company, allowing administrators to define a preferred or primary company for multi-company contacts, or requiring manual dispatcher review and company selection when multiple matches exist. The system should avoid assigning tickets to the MSP catchall company when a valid contact match already exists.

AskMagic currently only searches ticket summaries/subjects when querying for keywords. Partners need the ability to search across full ticket content, including notes and descriptions, to find relevant tickets faster. For example, searching for keywords like "VPN" or "NetDocs" returns no results if those terms only appear in ticket notes rather than the summary.

Add support for importing historical ticket data from external PSA exports to seed Client Intelligence for newly onboarded clients. This would allow AI-generated insights, summaries, and knowledge to be built from prior ticket history such as issue trends, resolutions, recurring problems, and request types instead of only using tickets created after activation. The request also includes guidance on supported import formats and fields, as well as potential API-based ingestion options for external data sources.

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).

Partners need the ability to control whether the Voice AI announces the company name in greetings. Currently, even when the prompt explicitly instructs the AI to say only a specific phrase, it still inserts the company name. For white-label clients, the greeting should be fully customizable, for example saying "Thanks for calling support" without any company name. At the same time, partners should still be able to include the company name when providing white-glove support for specific clients. The request is for a toggle or prompt-level control that gives full flexibility over whether the company name is announced.