Feature Requests

Users have requested the ability to turn off the 'Magic Agent requires technician assistance' pop-up, as they find it disruptive during onboarding and day-to-day use. The feature would allow engineers or administrators to configure Magic Agent so that this notification is hidden or suppressed under certain conditions, reducing unnecessary interruptions when the detected issue does not require immediate technician intervention.

Add the ability for Thread to display a user’s current Microsoft Teams presence (Available, Busy, Away, Vacation/OOF) directly inside the Thread interface. This would help technicians immediately understand a user’s availability and prevent wasted time attempting contact when the user is actually out of office.

For frequently asked questions, techs commonly provide a repeated snippet and a link to a help desk article, usually linking to documentation captured in IT Doc tools like IT Glue. How Might We automatically generate responses to FAQs based on the content provided for a contact's business within IT Documentation?

When typing a message in inbox, I want to be able to write something, attach an image, then write more text, then attach another image and have it arrive in the order I typed it, instead of lumping the images together.

AI that can identify trends in client's ticket history. Many times "band-aid" fixes are applied to individual support sessions when those symptoms could be indicative of greater issues. Something that automates this process and potentially reports that to the account managers could go a long way in providing long-term resolutions.

Add the ability to drive workflows based upon SLA progress (10 minutes left on SLA, 33% of SLA remaining, etc)

As an MSP I would like to support my clients from their SMS.

Graham from Diligex requests the ability to turn off automatic internal notes written to ConnectWise for actions taken by Assistive AI, except for the recap note. This would reduce ticket 'noise' for engineers, allowing them to rely on the ticket audit trail for tracking Thread actions, and improve workflow clarity.

It’d be great to have column titles with sorting options in Views. Plus, the ability to add and remove columns and the ability to expand and move columns around would make it even more flexible!

This request is to update the UI so that the “New Request” text appears in a darker color, increasing its visibility and accessibility for all users. Benefits: • Enhances readability and makes it easier for users to locate and use the “New Request” option. • Improves accessibility by meeting better contrast standards.