Super Magic Admin Guide: Setup, Access & Safety
Super Magic is Thread's AI assistant in the Inbox. Members ask it questions in plain language and it searches tickets, clients, contacts, and knowledge — and, with your permission, takes actions like updating tickets or logging time. This guide covers everything you control as an admin: turning it on, deciding who can do what, connecting integrations, and troubleshooting access.
Where everything in this guide lives: Admin app → Magic → Magic Agents → Super Magic → Settings (/dashboard/magic/agents/super-agent/settings).
Turn Super Magic on or off
At the top of the settings page, use the Enable Super Magic toggle.
When disabled, Super Magic is hidden from all members in the Inbox. Nothing else on this page matters until this is on.
Super Magic and your Thread Plan
Super Magic's capabilities depend on your Thread plan:
AI Pro — the full experience: all lookups plus actions (update tickets, add notes, log time, schedule, integration actions). Every action is confirmed in-product before it runs.
AI Essentials — read-only: Super Magic searches your tickets, clients, contacts, members, and knowledge base, but does not take actions. If a member asks it to change something, it explains that actions require AI Pro.
Control who can do what
Super Magic separates reading from acting. This is the heart of the access model:
Read access — always on, for everyone
Members can search tickets, look up KB and docs, and ask questions. Read access is always available to all members and cannot be restricted. Read actions never change anything in your PSA.
Write access — you choose
Write actions are the ones that change things: creating or updating tickets, sending notes and approvals, logging time, and modifying flows and intents. Under Member access → Write access, pick one of:
Option | Who can trigger write actions |
All members | Everyone in the workspace |
Admins only | Workspace admins |
Custom | Only members you add to the list |
If you choose Custom, a member picker appears — search and add the specific members who should have write access. You can remove a member from the list at any time.
Per-tool write toggles
Below access levels, the Tools card lists every action Super Magic can take:
- READ section — always on for all members (shown with a lock).
- WRITE section — each write action has its own on/off toggle. Turning a toggle off removes that action for everyone, regardless of write access level.
Two write tool groups are marked (admin only): intents and flows. These build automations that affect your whole workspace, so only admins can ever use them — even if write access is set to "All members."
Good to know: one action is PSA-specific — merging tickets is only available on ConnectWise workspaces.
How Super Magic stays safe
This is the section to share with whoever reviews security at your company:
- Every write action requires explicit confirmation. Before Super Magic changes anything, the member sees a Confirm action card showing exactly what will happen — the action, a plain-language description, and every detail (which ticket, which status, which contact). Nothing runs until they click Confirm. Read actions never need confirmation because they never change anything.
- Super Magic acts as the individual member — never as a faceless service account. When a technician confirms an action, the ticket history shows that technician did it. Accountability is preserved end to end.
- Connector access uses each member's own credentials. For NinjaOne, every member signs in with their own NinjaOne account, so Super Magic can only do what that member is allowed to do in NinjaOne — your NinjaOne role assignments keep working. The same applies to connectors like Linear, Notion, and Zapier: each member connects their own account.
- Access is layered. A member can only use a write action if all of these are true: Super Magic is enabled → they pass the write access level → the specific tool's toggle is on → (for admin-only tools) they're an admin → (for integration tools) the integration is connected and enabled.
- External access is token-scoped. If your workspace uses Thread MCP access (Limited release), every external connection is authorized by the member signing in with their Thread account and acts with that member's exact permissions.
Integrations and Connectors — what's the difference?
Two cards on the settings page extend what Super Magic can reach. They work differently:
- Integrations are connected once for the whole workspace by an admin, with company-level credentials: TimeZest, IT Glue, Hudu, Liongard (limited release). Each row shows Connected with a toggle, or a Configure button that takes you to the integration setup.
- Connectors are enabled by an admin, but each member signs in individually with their own account: Linear, Notion, Zapier. Enabling a connector here makes it available — members then connect their own accounts from the Connectors page in the Inbox.
Troubleshooting: "Why can't a member see or use a tool?"
Work down this list — the first "no" is your answer:
- Is Super Magic enabled? Settings → Enable toggle. If off, nobody sees Super Magic at all.
- Is the workspace on AI Pro? On AI Essentials, Super Magic is read-only — search tools work, but action tools don't appear and requests to change things are declined with a plan notice.
- Is it a write action, and does the member pass the write access level? All members / Admins only / Custom list — check which level is set and whether the member qualifies.
- Is the specific tool's toggle on? Tools card → WRITE section.
- Is it an admin-only tool? Intents and flows are admin-only, always. The member must be a workspace admin.
- Is it an integration tool, and is the integration both configured AND toggled on? A connected integration with its toggle off (or vice versa) exposes nothing.
- Does the tool need the member's own sign-in? NinjaOne and connectors (Linear, Notion, Zapier) require each member to connect their own account from the Connectors page. The workspace being configured isn't enough.
If a member confirmed an action and the change isn't visible in the ticket yet, have them refresh the view — then check the ticket history to confirm the action recorded.
Still stuck? Contact support with: the member's name and role, the tool they expected, and a screenshot of your Tools card.
