Connect IT Glue Documentation to Super Magic

IT Glue + Super Magic

Concept

Connect your IT Glue documentation to Super Magic so your technicians get relevant articles surfaced directly inside Thread Inbox — with no manual exports, no uploads, and no day-to-day maintenance.

How Super Magic surfaces IT Glue articles

Once connected, Super Magic surfaces relevant IT Glue articles two ways:

• On-demand: when a technician asks Super Magic a question, it searches your IT Glue library and returns up to 3 relevant article links as part of the response.
• Proactively: when a thread opens, the Super Magic panel automatically surfaces relevant IT Glue articles alongside contact history and past threads, before the technician asks anything.

Results are scoped to the company on each thread, so technicians only see documentation relevant to the client they’re supporting.

How to

Before you start

How the sync works

Automatic, nightly, incremental Thread runs an incremental sync against your IT Glue library every night starting at 03:20 UTC. Each run:

1. Walks the IT Glue API for each organization that already has documents in Thread’s index, including documents nested inside folders.
2. Compares each document’s updated_at timestamp to what Thread has on file.
3. Pulls the latest content for any document that has changed.
4. Thread compares IT Glue’s updated_at timestamp on each document against the last time we synced it. Documents that haven’t changed are skipped entirely, no API call, no re-indexing. This is why even large IT Glue accounts typically complete their nightly sync in minutes rather than hours.

The nightly window is sized to absorb slow runs without leaving a coverage gap, so changes you make in IT Glue today will be reflected in Super Magic by the next morning at the latest. Nightly runs skip organizations that have no documents in Thread’s index yet. The first document you publish in a brand-new organization is picked up by a Sync Now run, which walks every mapped organization. After that, nightly runs include the organization automatically. On-demand sync If you’d like to refresh sooner (for example, after publishing a major new runbook) click Sync Now on the Document Sync tab. Thread immediately runs an incremental walk across every mapped organization. What gets synced

• Every active IT Glue organization mapped to a Thread client.
• Every document inside those organizations, including documents nested inside folders.
• Document content, name, organization, and metadata required for company-scoped retrieval.

After a successful sync run, an orphan sweep removes documents from Thread’s search index for the organizations that synced in that run — any document deleted in IT Glue (or no longer matching the sync scope) is purged automatically. Documents marked archived in IT Glue are also removed from the search index on the next sync. Un-archiving a document in IT Glue typically restores it on the following sync, since the archive-flag change updates the document’s modification timestamp and the next sync picks it up. Understanding sync counts The “docs synced” number on an individual sync run shows how many documents Thread fetched or updated during that specific run, not the total documents in your index. Documents that haven’t changed since the previous sync are counted separately as “unchanged” and are skipped. After your initial sync, most nightly runs will show low counts because they only touch documents that changed. A run showing “0 docs synced” means your library is up to date for that run, not that something went wrong. The Document Sync tab shows total docs loaded across all sync history in the status line, e.g. “Last completed: 15 hours ago · 638 clients · 46,421 docs loaded.”

What sync statuses mean

Within a run, individual clients can be marked:

How article retrieval works

When Super Magic responds to a technician on a specific ticket: Up to 3 IT Glue article links are returned per response. Super Magic links to your articles — it does not summarize or modify their content.

How Thread Matches Companies to ITG Organizations (by PSA)

Permissions and data handling

• API scope: The integration uses a single API key to read documents from IT Glue. Every document the key can see is eligible for ingestion — Thread does not currently filter by IT Glue’s per-document permissions, and no per-document ACL or user-context filtering is applied at our boundary. For customers storing sensitive content (security scans, credentials, internal-only runbooks), this is worth considering when evaluating the integration. Granular folder-level and pattern-based exclusion controls within Thread are on our roadmap.
• API key permissions: read-only document access is all that’s required. You can rotate or revoke the key at any time without affecting anything else in IT Glue.
• Where data is stored: synced document content lives in Thread’s encrypted application database (AWS US East). It is never written to disk in plain text and never leaves Thread’s infrastructure during retrieval.
• AI processing: when an article is surfaced to Super Magic, its content is included in the prompt sent to the AI model. Prompts and completions are processed in memory only and are not retained or used for model training.
• Disconnecting: removing the integration in Thread purges the synced inventory and stops all future syncs.

FAQ

Questions? Reach out to your Thread CSM or email help@getthread.com.