Feature Requests

We would like to be able to use the customer reply flag and items from Connectwise Manage in our flows. I am trying to set auto-dispatching and auto-close but I need to be able to use these two parts of Manage to be able to perfect them.

When Master Intent tells a user this ticket has been resolved/completed not using an intent we'd like a way to be to change it to the corresponding status mapping

It would be incredibly useful if Magic AI could recognize a technician’s job role within the company and use that information in two areas: ticket routing decisions and snippet phrasing. Primary Use Case: Role-Aware Ticket Routing Right now, ticket routing decisions are typically based on things like category, priority, and keywords. If Magic AI could also factor in the job role of the person routing or escalating the ticket, it would help us enforce process standards, improve queue management, and maintain SLA integrity. A few examples where this would be valuable: • Escalations from managers could bypass Level 2 queues and go directly to Level 3. • AI could restrict certain routing actions for non-manager roles (like moving tickets to Projects, DevOps, or Leadership queues). • If a Service Desk Manager escalates a ticket, Magic AI could automatically increase priority or flag it for immediate review. • For routine misroutes, AI could warn Level 1 techs of improper routing but allow managers to bypass the warning. • Tickets requiring leadership approval could be auto-tagged ‘Pending Manager Review’ if routed by a technician. This would help clean up routing mistakes, prevent SLA risks, and make escalations run smoother while respecting team roles and responsibilities. Secondary Use Case: Role-Aware Snippet Phrasing Additionally, having Magic AI adjust phrasing in suggested snippets based on the sender’s role would improve client perception and communication clarity. Some examples: • Ticket closure confirmations sounding different if sent by a manager vs. a technician. • Escalation notices reflecting the sender’s authority. • Service restoration or outage notifications adjusting tone and phrasing depending on job role. • SLA warnings or fast-tracks coming from leadership carrying the appropriate urgency.

I would like to have a voice agent that we could direct our phoneline to so that we could handle calls the same way as other input channels. Ideally the phone channel would allow a couple of transfer options for Support/Sales/Emergency/Billing so that we can direct where the call goes ideally with the ticket number passed verbally to the person who picks up the phone if at all possible.

Would like the AI agents to have memory persistence among a users prior requests. I could see how having it even across an entire org could cause problems if a customer has business units that are not privileged to the issues of others. But the agent seeing past ticket history and weighing that may be helpful to spot or address recurring problems, might even be nice for the LLM to flag recurring issues within a clients responses.

Often times clients will email back a thanks or an out of office response to a closed ticket and we want the bot to know that they are not opening a new ticket and to not reply.

Reminder Agent to recognize and account for holidays—preventing reminders to be sent during those hours/days.

Triage Agent to recognize and account for holidays, making sure the Triage Agent responds accordingly if out of office hours or user's submit requests during holidays.

Ability to exclude clients from running Reminder Agent.

Ability to exclude Contact Types from the Reminder Agent being triggered, as there's some high-profile contacts that should not have reminder agents auto-close threads if there's no response.