Feature Requests

We would like to receive project tickets in Slack, Microsoft Teams and Inbox channels, with the ability to update notes as well.

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

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.

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?

Are tasks something that can be exposed to Thread? Our onboarding and offboarding team is working with me to build a flow, and statuses just won't do because they have multiple "tasks" that can be completed simultaneously on a ticket and want to see them reflected in channels. The logic I'd want to say is if task (and they could all have the same language like "SaaS Provisioning") is not completed, put it in this channel, and dynamically remove when it is completed. Then it would remain in any channels where those tasks weren't done until that ticket was fully completed.

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!

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.

Reminder Agent to recognize and account for holidays—preventing reminders to be sent during those hours/days.

Support Checklists in Thread Inbox

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.