Feature Requests

As an admin I should have the ability to review/edit ALL skills that have been created on both a personal and shared level for all users. Perhaps need a Super Admin title within the portal for this. The admin portal could use more global power to manage our team members end experience. I.E their settings, notifications, their skills, etc.

ConnectWise Manage has a due date field - this could be used for the auto-dispatch agent to help further prioritize tickets that may be more urgent than others, in ways that are not reflected by the currently considered metrics.

In Super Magic Agent I am trying to build a scheduling agent but to get the results we need we need access to the working hours, and title, and reports to fields. These fields would help us get things scheduled automatically to the right Pod and during work hours.

Thread calls a ticket a thread. We call it a ticket and so do our clients. Holding that line today means changing the word by hand, one setting at a time: Reminder Agent default prompts, the ticket creation message ("I've created thread number [x] for your reference"), and an instruction in every intent and Super Magic agent telling it to say ticket instead of thread. It still leaks. Super Magic will tell a technician "the thread for this is..." in chat, and anything new we enable arrives with the default wording again. The ask: one setting in admin defining the noun the platform uses for a ticket, applied everywhere the word is generated. Agent output, default messages, Reminder Agent prompts, Messenger, Inbox and the client portal. A client told to put in a ticket should not then receive "I've created thread 12345." The better version, if you want to solve it once: a set of global rules that every agent and Super Magic run reads before its own prompt. Ticket versus thread becomes one rule in that set, alongside everything else we repeat in every prompt. A toggle fixes one word. A rule set fixes that word and every one after it, and a new agent inherits our standards instead of your defaults.

Add support for the HaloPSA contact field "Send New Ticket Acknowledgement Emails to this User" within the New Ticket Acknowledgement flow. The integration should be able to read this contact-level setting and suppress acknowledgement emails when the value is set to No. Currently, the flow sends acknowledgement emails regardless of the Halo setting because the field is not accessible through the available tools. This behavior conflicts with the documented flow instructions and limits the ability to use Thread for ticket acknowledgements while honoring customer notification preferences in HaloPSA.

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.

Partners need Super Magic to be able to read and reference ITGlue Flexible Assets and Core Assets (such as ISP - Internet/WAN), not just Documents/Procedures. Currently, only ITGlue Documents are accessible through Super Magic, which forces partners to consolidate all relevant data into the Documents asset -- creating a messy and unsustainable documentation structure. A specific use case driving this request is the Vendor Outage Checker intent from the Thread library: the partner wants Super Magic to be able to pull client ISP information directly from ITGlue Core/Flexible Assets to confirm ISP-related outages, extending the checker beyond software vendors to include internet/WAN providers. Expanding Super Magic's ITGlue integration to support Flexible and Core Assets would allow partners to maintain proper ITGlue documentation structure while still making all relevant data available to the AI.

We would like the ability to track Super Magic agent Created tickets using a different source than the default we have set for Thread Messenger create tickets. Can you enable a setting so we can use different sources?

Contact Thread support and request: "We'd like a dedicated 'Listening Mode inactivity timeout' event trigger for Flows. Currently the only way to approximate this is filtering on the AI New status change, but this fires on every transition to AI New — not just when Listening Mode times out due to inactivity. A specific trigger for this event would allow us to send chat-only inactivity messages without false positives on escalated or re-triaged tickets."

Add granular permission controls in Thread Inbox so ticket actions follow the same restrictions defined in ConnectWise. Currently, users with basic member access can change tickets directly to a closed status, bypassing ConnectWise security rules and survey workflows. The request is for Thread to validate the requesting user’s actual permissions before allowing status changes such as closing a ticket without a survey. This would prevent unauthorized ticket closures, maintain compliance with existing service board policies, and avoid relying on broad API-level restrictions that remove functionality for all users.