Feature Requests

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.

I would like the Flows feature to support a more flowchart-style logic structure, including the addition of IF functions alongside the existing AND/OR options. Currently, when a ticket is entered, I can apply one filter, but I am unable to create conditional branches where different actions occur IF specific conditions are met. This limitation forces me to create multiple separate Flows and additional statuses within ConnectWise Manage, making it more complex to maintain. Requested Enhancements: Flowchart-Style Visualization – Allow users to create branching logic visually, similar to a decision tree. IF Conditional Logic – Enable multiple conditional filters within a single flow, so actions can be triggered dynamically based on different conditions. Nested Conditions – Support for multiple layers of conditions (e.g., "If A happens, then do X, otherwise check if B happens and do Y"). Simplified Management – Reduce the need to create multiple Flows and new statuses by allowing all conditions and actions to be handled within one Flow. This would make it significantly easier to update and maintain if changes are needed.

With the new Magic Recap we are using it in various not all of which are a direct recap. Can we have the option to remove "Recap for this thread" from the recaps?

The idea being once we move a ticket to a resolution status it will then read all notes + resolution and verify the Type, Subtype, and Item.

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?

I’d like to officially request the ability to control Auto Prioritize, Auto Categorization, and Title generation settings on a per-intent basis rather than globally. Additionally, I’d like the option to manually assign Type/Subtype per intent. If this requires an external tool like Power Automate, that’s fine—please share an example if one is available. The issue I’m running into is that while Intents can be configured for specific clients, Auto Categorization can still assign a Type that triggers automation in Pia. This means even if an Intent isn't allowed for a client, the Type can still be automatically set, leading to unintended automation execution. Having more granular control over these settings would help prevent unintended actions and ensure better alignment with client-specific workflows. Let me know if this is something that can be considered or if there are any workarounds!

Today Magic Agents can only triage chat and email sourced tickets. However, a high percentage of our tickets are sourced through our Customer Portal. Magic Agents ignores these tickets and can only triage chat and email tickets. We would like the ability to configure Magic Agents to triage any incoming ticket based on the ticket sources we specify.

It would be nice to turn off the internal note for Auto-Categorization but keep the internal note for Generate Recap

Having the opportunity to trigger a flow off of a configuration would really allow some of the automations to go to another level. You allow automatic pinning of a configuration to a thread - so it seems like a logical next step.