Feature Requests

We get bombarded with responses when the trigger happens for all tickets at the same time. Ideally, you can make the trigger 24 hours from the status change vs a standard daily time. This would help spread the load.

Please add the ability to filter by ticket age on Flows. Especially when initially turning on Flows, we don't want them to run on older tickets that already exist. Currently there is no way to prevent this. The logic would be "AND Ticket Age is < 1 day" or something similar.

We would like certain flows to only be run if another flow has already run or not run. This would allow us to get more granular with processing flows. An example would be a ticket is created in the system where a flow processes it and preforms the actions for recap, title, priority and categorization. A few weeks later this ticket moves to a different board, however we want a recap action done on it, but only if it hasn't already had one processed by another flow. Since these are two different flows, the recap would be processed as soon as it changes boards and the second flow runs. This is just one example, but allowing the choice of running a flow based on if other flows have or have not run on a ticket opens up a whole avenue of granularity that would be helpful.

As the app doesn't quite alert loudly or long enough, being able to auto assign chats in round robin to our agents would be helpful to ensure clients get a response from Live Chat.

The ability for Thread to work its magic on closed tickets would be a real boon to reporting against T/S/I

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?

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.

Add a per-user toggle to disable AI features for specific users. This keeps AI active for those who want it while respecting individual preferences.

Can we add the option to select what type of notification gets updated and pushed to CW Manage? We don't necessarily need to see all of the actions performed by magic.