Action Mapping Configuration with Thread

Customizing Actions in Halo for Thread Integration. Actions in Halo are customizable buttons that let technicians perform specific tasks on tickets, helping streamline workflows and tailor HaloPSA to…

Setting Up Your Thread Workspace

Ready to kick off your team's service collaboration journey? Setting up Thread is simple! Follow this guide to complete the first-time setup process, starting with creating your Thread Workspace. In…

Working with Variables in Magic AI + Magic Agents

A complete reference and guide to using variables with Magic AI and Magic Agents. Explains how variables are resolved before runtime, how to write prompts in plain language, and includes feature-specific variable lists and real-world triage examples.

Configure Status Mapping in Thread

The first and most important step in setting up status mapping is configuring a Status Group for "Done". This group is not retroactive, so it’s important to include all statuses that indicate closure…

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...

From Triage to Resolution — Agent-Driven Outcomes

🪄 Overview. Large language models offer immense reasoning and context-handling capabilities—but without structure, they can go off the rails. This guide introduces Magic Intents, pairing LLM horsepow…

Automated Scheduling with Microsoft Bookings & Power Automate

🤖 Power Automate flow, syncing Microsoft Bookings with PSA for effortless scheduling

How to Setup ConnectWise PSA Ticketing Integration

This guide explains how to set up the ConnectWise PSA Integration in the platform. During the initial setup of your account in the platform, you are prompted to set up your ticketing system. Followin…

Magic Title Rule Creation Guide

🚀 Purpose of Title Rules. The purpose of title rules is to generate clear, consistent, and actionable ticket titles using simple prompt-based instructions. These rules tell Magic Title what to includ…

Magic Recap Template Library

A collection of AI-powered Magic Recap templates to automate ticket summaries, CSAT requests, escalation reports, incident logs, sentiment analysis, and more. Save time, improve accuracy, and streaml…

Configuring Auto Categorization

Auto Categorization is a powerful AI-driven feature that automatically assigns a ticket’s category properties based on definitions you set in the Thread admin panel. This helps streamline your workfl…

Register for Live Service Team Training

We offer live training for service team members every week. Training will cover everything your service team needs to know to get started with using Thread. We will make time for Q&A and feedback. Re…

Configure Magic Sentiment

What is Magic Sentiment?. Magic Sentiment gives your team real-time insight into customer satisfaction—so you can step in early, resolve issues faster, recognize great experiences, and continuously i…

Configure Automatic Escalations and Recap Templates for Sentiment Analysis

Once Sentiment is enabled, you can automate how your team responds to emotional signals—surfacing tense moments early, recognizing positive interactions, and keeping conversations moving in the right…

Configuring Magic Title

Magic Title automatically updates thread titles based on the context of your conversations, ensuring everything stays synced with your PSA system. Key Benefits of Magic Title. 🚀 Saves Time : Quickly…