Triage Agent

9 articles

Getting Started with Magic Agents

Introducing Magic Agents. Meet your new AI-powered service team! Magic Agents are conversational AI service techs, designed to triage, respond to, and even resolve incoming chat or email service requ…

Updated by Stephen Boss

Introducing Your Service Catalog

Magic Agents gather information so your technicians or automations can get straight to outcomes

Updated by Tom Sopwith

Create Your First Intents with Triage Agents

Start here, creating the most common and impactful intents, based on extensive analysis

Updated by Bryan Chapman

Trigger Powerful Automations with Magic Agents

Magic Agent is great at troubleshooting and gathering information. It can take that information and either send it to a technician, or kick off an automation. Just like for a technician, it can kick…

Updated by Bryan Chapman

Intent Creation Assistance

The Intent Creation Assistance intent is designed to help users build new intents within the Magic Agent service catalog. This intent collects the necessary details, such as the intent name, descript…

Updated by Stephen Boss

Automate Approvals with Magic Agents

The Magic Agent Approvals feature allows Managed Service Providers (MSPs) to fully automate approval workflows directly within Thread. By adding approvals to Magic Agent intents , you can automatical…

Updated by Griffin Steinman

Creating a Workflow to Track Magic Agent Activity

To seamlessly integrate Magic Agents into your service workflow, it's recommended to create a dedicated or unique status for when Magic Agents are actively working on a ticket. This provides clear vi…

Updated by Bryan Chapman

Automating Knowledgebase Search with Triage Agent

Overview. This guide outlines how to integrate Triage Agent with Power Automate to streamline IT request resolutions by automatically searching and scraping relevant knowledgebase articles...

Updated by Bryan Chapman

Setting Up Email Support for Magic Agents

Magic Agents can be used across both chat and email-sourced service tickets to triage, troubleshoot, and collect information for your team or trigger powerful workflow automations. This guide will wa…

Updated by Bryan Chapman