Feature Requests

Request the ability to right-click on tickets to change the status from Inbox - similar feature in ConnectWise/Manage. Fast update then clicking into the ticket to update the status.

Please fix text wrapping on code block text or can you add a slider. Code text tends to not wrap as other text does based on the size of the window.

Need the ability to create custom prompt for a more detailed structure approval message

We need to be able to sort views by agreement (or lack of one assigned) so that we can make sure all tickets have an agreement attached to them for billing purposes.

Summary: When the Thread Magic Agent reassigns a ticket from a catchall company to the correct client company, the ticket's agreement field should automatically be populated with that company's default agreement — mirroring the behaviour ConnectWise applies when a technician manually changes the company in the PSA UI. Current Behaviour: When the Magic Agent identifies the correct company and reassigns a catchall ticket via the ConnectWise API, only the company field is updated. ConnectWise's default agreement logic is a client-side UI event and does not fire on API-based company changes. As a result, the ticket lands on the correct company with no agreement applied (or retains the catchall's agreement), requiring a technician to manually open the ticket in ConnectWise and re-save it to trigger agreement defaulting. Expected Behaviour: After the Magic Agent updates the company on a ticket, Thread should query ConnectWise for that company's default agreement and apply it to the ticket in the same operation — so the ticket arrives fully configured, just as it would if a technician had made the change manually. Business Impact: Tickets without agreements can fall through billing and SLA tracking gaps Technicians must manually correct agreements after every Magic Agent reassignment Undermines confidence in automated triage if downstream data (agreement, SLA) is still wrong after the agent acts Suggested Implementation After a company reassignment via the API, Thread should make a follow-up API call to retrieve the default agreement for the newly assigned company and patch the ticket's agreement field accordingly. Workaround (current): Technician must open the ticket in ConnectWise and manually re-select or re-save the company to trigger agreement defaulting.

Currently it appears that Super Magic does not have the ability to Bundle or Merge tickets in Thread as you can do with the UI. It would be a great feature to include. Attached is the screenshot of the output of a convo with Super Magic about this.

Need the ability to edit or delete internal notes or replies from within Thread. Right now, if someone deletes a note in the PSA, it doesn’t reflect in Thread Inbox—which ends up confusing the techs since the info still shows up there.

Currently the "Chat Now" button in PSA ticket emails links to the general Messenger landing page, not the specific ticket thread. Jim-Barry is asking for the deeplink to accept a ticket number parameter so clicking "Reply in Chat" takes the customer straight back into the relevant thread, e.g.: https://messenger.getthread.com?ticket=[srnumber] I see it as a low-effort way to drive more customers into using Chat, since right now they land on a generic page instead of their conversation.

SuperMagic's knowledge is scoped client to client today. I have no place to store policies and procedures that apply across every client, so anything MSP-wide has no home in Thread. I'm asking for a global processes, procedures, and documentation section at the MSP level that SuperMagic reads the same way it reads client notes today. One place I maintain our own internal policies, available to SuperMagic on every client and every ticket. The behavior I want is passive and conversational. A technician asks SuperMagic what their next steps are, and SuperMagic already has our policy in context and answers in the chat. Nothing gets written to the ticket, no agent runs, and nobody has to know a procedure exists in order to find it. Here's my example. A technician is working a laptop issue and finds the device is out of warranty. They ask SuperMagic what to do next. SuperMagic references our policy and tells them to get approval from the point of contact first, confirm whether the client has spare hardware on hand or needs us to order parts, and then open a ticket on our account management board for the repair or replacement. Skills don't cover this for me. A Skill requires an agent to run it or requires the technician to know the Skill exists and know when to invoke it. The technicians who need this most are the ones who don't yet know a policy exists, so a manual trigger misses them. Skills ran with an agent also output as an internal note to the ticket. I don't want that. Most of the time the technician already knows what to do, and unrequested notes add entries and noise to every ticket. One note on scope. We use IT Boost for documentation, so the IT Glue and Hudu integrations don't fill this gap for us. A native section inside Thread would work regardless of which documentation platform an MSP runs. The value for me is onboarding and escalation consistency. My newer technicians get the right answer at the moment they ask, without pulling in a manager and without cluttering the ticket. SuperMagic acts like an experienced co-worker sitting next to them, and the guidance is only there when someone asks for it.

Would be nice if the theme you set when customising navigation extended to the rest of the inbox. I've attached a mockup.