Super Magic Prompting 101
Super Magic is the AI teammate built into Thread. It can search your knowledge base, pull client and device history, draft notes and client updates, and take action on tickets — from changing priority to running a full skill. You can reach it two ways: right inside a ticket, or from its own dedicated Super Magic tab. The better your prompt, the better its output. This guide covers how to ask, then gives you a library of prompts organized by what you're trying to get done. Everything in a box is ready to copy and paste.
Where to use Super Magic
In a ticket Open Super Magic from the ticket or thread you're viewing. It already has the full context — the conversation, contact, client, and history — so you can just say “this ticket.” Best for triaging, troubleshooting, note-writing, and taking action on the thread in front of you. | In the Super Magic tab Use the dedicated Super Magic tab without opening a ticket first. Great for cross-client lookups, queue and SLA checks, your schedule, or just starting fresh. Name the client, ticket, or technician so it knows where to look — e.g. “Find all open tickets for [client name].” |
Almost every prompt in this guide works in both places. The only difference is context: inside a ticket you can say “this ticket,” while from the tab you name what you're asking about.
How to talk to Super Magic
Start from where you are. Inside a ticket, Super Magic already sees the thread, contact, and client — so just point at “this ticket” or “this thread.” From the dedicated tab, name what you're asking about (the client, ticket, or technician) so it knows where to look.
Say exactly what you want. “Help me with this” is vague; “Summarize this thread and suggest a priority level” names the task and the output. Specific asks get specific answers.
One job per prompt for bigger work. Break multi-step goals into steps — triage, then troubleshoot, then draft the note. You can chain prompts as you go.
Name the format when it matters. Ask for “5 clarifying questions,” “a step-by-step plan,” “an internal note,” or “a client-facing update” and you'll get output shaped for that purpose.
Use action verbs to make changes. Words like change, assign, move, close, escalate, schedule, and log tell Super Magic to act on the ticket — not just talk about it.
Stay in the driver's seat. Super Magic drafts messages and can take actions, but you decide what actually reaches the client or changes the ticket. Read drafts before sending, and confirm before closing.
Iterate. If the first pass isn't right, say what to change: “make it more concise,” “less technical for the client,” “add the reboot step.”
Swap in the real details. Prompts with [client name], [technician], or [error message] work best when you replace the brackets with actual values.
Anatomy of a sharper prompt
Same intent, better result. The pattern is always: name the task, point at the ticket, and say what you want back.
Instead of | Try | Why it lands |
"look at this ticket" | "Summarize this thread and suggest a priority level" | Names the task and the exact output you want back. |
"fix this" | "Give me a step-by-step troubleshooting plan for this issue" | Asks for a usable plan, not a one-shot guess. |
"email the client" | "Write a professional external update to send to the client" | Sets the audience and tone so it's ready to send. |
"any history here?" | "Has this client had a similar issue before? Check ticket history" | Tells it where to look and what to compare. |
The prompt library
Grouped by what you're trying to do. Grab the closest match and tweak it.
Ticket Triage & Intake
1 Summarize this thread and suggest a priority level
2 What information is missing from this ticket to begin troubleshooting?
3 Generate 5 clarifying questions to send to the client
4 Is this ticket a duplicate of any other open thread for this client?
5 Suggest the best board and ticket type for this thread
6 What's the sentiment of this thread and why?
Troubleshooting & Resolution
1 Search the knowledge base for solutions to this issue
2 What are the most likely root causes for this problem?
3 Give me a step-by-step troubleshooting plan for this issue
4 What PowerShell script would fix this issue?
5 Search for known vendor issues or bugs related to this error message
6 What are common fixes for [error message or symptom]?
7 Has this client had a similar issue before? Check ticket history
8 What NinjaOne alerts are active for this client right now?
9 Look up this device in NinjaOne and give me its health status
Notes & Documentation
1 Write an internal note summarizing what's been done so far
2 Write a professional external update to send to the client
3 Generate a resolution recap for this ticket
4 Draft a follow-up message asking the client to confirm the issue is resolved
5 Write a client-facing explanation of what caused this issue and how it was fixed
6 Add an internal note with the troubleshooting steps I just completed
Ticket Management & Updates
1 Change the priority of this ticket to High
2 Assign this ticket to [technician name]
3 Move this ticket to the [board name] board
4 Update the title of this ticket to better reflect the issue
5 Close this ticket and add a resolution note
6 Escalate this ticket to Tier 2 and add an internal note explaining why
7 Unassign this ticket and put it back in the queue
Scheduling & Time
1 Schedule this ticket for [technician] tomorrow at 2pm
2 How much time has been logged on this ticket?
3 Log 45 minutes of time on this ticket for troubleshooting
4 What tickets are scheduled for [technician] this week?
5 What's on my schedule for today?
Client & Contact Lookup
1 Who is the primary contact at [client name]?
2 Find all open tickets for [client name]
3 Show me the last 10 tickets for [client name]
4 What are the most common issues this client submits tickets for?
5 Pull up the company notes for [client name]
6 Find the admin contacts at [client name]
SLA & Priority Monitoring
1 Show me all P1 tickets that are currently open
2 Which open tickets haven't been updated in the last 24 hours?
3 List all unassigned tickets on the Help Desk board
4 Show me tickets that are past their SLA
5 How many open tickets does [client name] have right now?
Security Incidents
1 This ticket looks like a phishing report — what should I do next?
2 Search the knowledge base for ransomware response steps
3 Draft an urgent client-facing message about a potential security incident
Put it together: one ticket, start to finish
Here's the same ticket carried from intake to close with seven prompts — a good template for building your own flow. Don't forget, you can Chain prompts as well! No need to always enter them one by one.
1 Summarize this thread and suggest a priority level
2 What information is missing from this ticket to begin troubleshooting?
3 Search the knowledge base for solutions to this issue
4 Give me a step-by-step troubleshooting plan for this issue
5 Log 30 minutes of time on this ticket for troubleshooting
6 Write a professional external update to send to the client
7 Close this ticket and add a resolution note
Once these feel natural, you'll start writing your own. The pattern never changes: name the task, point at the ticket, and say what you want back.
