Feature Requests

Use case: adding an external vendor where they aren't setup as a contact under the company in CW.

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

The Companion app doesn't have the features we need, but we also don't want to have yet another app for our team to have to jump to for use. If we could add Thread Inbox to Teams like the Companion app, then they can have all the features of Thread ticket control right from Teams.

Allow Super Magic to read the Audit Trail logs on ConnectWise service tickets. The Audit Trail is the most complete record of ticket activity, who touched a ticket and when, status and board changes, how much activity specific individuals are generating and where tickets stall. Right now Super Magic can't see any of it, so it's missing some of the richest context available on a ticket. What it unlocks. Better AI summaries and triage, visibility into ticket handling patterns, coaching opportunities for techs, and early warning on tickets that are getting bounced around. This would be a big win for us and I suspect for most MSPs running ConnectWise.

IT Glue notes to sync to the Client intelligence company notes so that way the triage agent and super magic have knowledge of the notes, and we’d be able to surface it for the techs as well through super magic. Apparently this was talked about doing this at one point but we have not heard anything about this recently. This would be a really great way to expand upon the Thread and ITGlue integration.

Users need a reliable way to view all active tickets with Thread or Microsoft Teams activity in the Thread Inbox. Currently, some tickets disappear when the Threads-related filters are applied, even though those tickets are visible in ConnectWise and appear correctly when all filters are removed. The request is to improve the filtering logic so that all active tickets with Thread or Teams touchpoints consistently appear in filtered views without requiring users to clear filters manually.

Partners need Magic AI (Ask Magic / Suggest Resolutions) to directly surface and retrieve ITGlue knowledge articles in its responses. Currently, even with the ITGlue integration enabled, sync completed successfully, and Knowledge Articles syncing turned on, Magic AI is unable to pull ITGlue documents. This limits the value of the integration and forces users to manually access documents via the Actions section in Thread Inbox as a workaround.

We would like to be able to see client emoji reactions to messages in Thread from Teams

Right now, you cannot view configurations or assets linked to a contact on a thread in Thread Inbox. It would be awesome to be able to deep link straight into that configuration or asset at the very least, so technicians can view all information and potentially queue up a remote session in as few clicks as possible. Many assets or configurations are setup for remote session.

Beta currently provides a "write" merge permission but does not include a separate bundle permission needed for bundle and merge workflows.