Magic LibraryWhat Client Intelligence does
Client Intelligence is an automated research assistant that captures and surfaces technical resolutions directly within your workflow. It builds a client-specific knowledge base from resolved threads, then suggests the matching resolution steps the next time a similar issue comes in.Why it helps
- Reduced research time: Super Magic automatically suggests relevant knowledge articles during active conversations, so you never have to leave the thread to search for a fix.
- Automated knowledge base building: Articles are auto-created and refined from actual ticket resolutions, removing the burden of manual documentation.
- Unified information access: View client-specific stakeholders, standard applications (for example, VPN types), and technical notes in one place.
How to resolve tickets faster
1
Utilize In-Conversation Suggestions
- While working a thread, watch for Super Magic to suggest matching articles for the current topic.
- Review resolution steps and troubleshooting questions directly within the chat sidebar.
2
Review and edit knowledge articles
- Open the Knowledge tab under a client profile to see articles created from past conversations.
- Check the Source Threads listed on an article to read through the historical context that formed it.
- Edit sections or change the title in the Notion-style editor if the AI-generated content needs refinement. Every edit is saved to the article’s version history.
3
Check Client Notes
- Visit the Notes tab for a client summary of static, MSP-authored context.
- Look for standard client tools (such as “MacBook Pros” or “NordVPN”) and stakeholder names to ensure your resolution matches their specific environment.
4
Identify client software stacks
- Use the Applications list to see which software the client uses based on conversation history and Contact Intelligence.
- Check which specific contacts are associated with certain applications for targeted troubleshooting.
See Assistive AI and Inbox updates in the changelog.