Magic LibraryGetting oriented
Is a thread the same as a PSA ticket?
Is a thread the same as a PSA ticket?
Yes. Every thread in Inbox is synced with your PSA — ConnectWise, Autotask, or HaloPSA — in real time. When you reply, change a status, log time, or reassign, it lands in the PSA automatically. You work in Inbox; the PSA stays the system of record.
What's the difference between a Reply and a Note?
What's the difference between a Reply and a Note?
A Reply is customer-facing — it goes to the contacts on the thread. A Note is internal, visible only to workspace members. Always check which tab is selected before you send; posting an internal note as a reply is the most common new-user mistake.
Where do threads come from?
Where do threads come from?
From Messenger (a live Chat or a standard Request), from Email synced via your PSA, from Voice AI calls, and from threads created by hand with New Thread. Each thread shows a small source icon so you always know where it came from.
Does the AI reply before a technician sees the ticket?
Does the AI reply before a technician sees the ticket?
On chat and email, the Triage Agent can respond instantly 24/7, ask clarifying questions, set priority and category, and resolve routine requests before they reach a queue. Read the conversation top-to-bottom — the answers you need are often already there.
Setup & syncing
I'm missing contacts, boards, or statuses from my PSA. What do I do?
I'm missing contacts, boards, or statuses from my PSA. What do I do?
Run the thread-level PSA Sync first (the sync icon in the thread header). For a workspace-wide gap, an admin can run a manual sync from Admin → Integrations → PSA. Syncs can take up to an hour to complete.
How do I connect my PSA?
How do I connect my PSA?
You create a dedicated API user in your PSA and connect it to Thread. See the setup guides for ConnectWise, Autotask, and HaloPSA.
My ConnectWise reports credit the “Thread API” user for closed tickets.
My ConnectWise reports credit the “Thread API” user for closed tickets.
ConnectWise’s API doesn’t let integrations set the Closed By field in the audit trail, so tickets Thread closes are attributed to the Thread API member you created during setup. The common fix is to report on the ticket Owner instead. Full explanation in the ConnectWise API-user guide.
Where do I control who can do what?
Where do I control who can do what?
Roles (Admin, Team Admin, Member) are managed on the Members page. Super Magic’s read/write access is controlled separately in the Super Magic admin guide.
Product FAQs
For depth on a specific product, go straight to its FAQ:Voice AI FAQ
Contacts, verification, languages, transcripts, and call routing.
Client Intelligence FAQ
What the AI memory stores, and how it’s captured and surfaced.
HaloPSA FAQ
Halo-specific behavior — sources, Planner, and sync.
Magic Analytics FAQ
Dashboards, the Dashboard Agent, and data freshness.
Microsoft Teams 2.0 FAQ
The current Teams Service App and the legacy migration.