Feature Requests

We would like to see the addition of dispatching automation within the platform. The ability to automatically assign threads to the appropriate technician or team based on predefined rules such as issue type, priority, client, technician specialty, capacity, or historical data would greatly improve workflow efficiency. This automation would minimize manual effort, reduce response times, and ensure threads are routed to the right person or team from the start. Customizable rules for dispatching tickets based on specific criteria, such as previous interactions or technician availability, would be a valuable enhancement to optimize resource allocation.

Techs are frequently re-answering previously answered questions. Can CoPilot generate a recommended answer to a question based on previous answers?

Would be nice if we can use the variables ({Ticket ID},{Email} etc.) in creating intents.

Sometimes clients will just react to the message with a thumbs up, instead of replying to it. This is not something that we can see in Inbox. It would be nice if a message was included such as "X reacted with :emoji:"

We set up workflows in the PSA to follow up with customers on threads where we're waiting for a response from the customer. Our techs also spend a lot of time chasing threads. We'd love it if Magic Agents could proactively chase and follow up on our threads for us!

The Magic AI can be a bit too aggressive with renaming ticket summary, ability to customize or have it ignore certain keywords would improve its use case

We can already specify a URL to hit via Magic Agents to leverage automation capabilities of other solutions such as Rewst. We could improve the security of these operations by allowing for the creation of security header names and values. This would allow webhook listeners to reject requests with a 4XX http status that don't have the appropriate value instead of accepting all requests and discarding malformed message bodies. In the current scenario, every request would result in a success code. This could lead to potential abuse by threat actors.

We would like to sort threads in inbox by time to breach plan by and resolve by SLA Sort order Most Breach Closest to Breach

When typing out a reply/note in Inbox, the client can see "X is typing", but co-workers cannot. This can lead to two staff writing out a message to the client (e.g. on a Live Chat) at the same time, and causing confusion.