Magic LibraryAn agent is a named job with a defined scope: a prompt that does one thing, the tools it’s allowed to use, and a trigger that starts it without you. The entries here can all be started by a Thread Flow, which is what turns a skill into an agent.
What makes it an agent
A skill is the work — a prompt that does one job well. An agent is that same skill with two things added:- A trigger. A Flow fires on a ticket event that matches your conditions, and runs the job with nobody watching. Flows are event-triggered — there’s no schedule or timer — so an agent runs when something happens to a ticket, not at 9am.
- A write scope. Because no one confirms each step, the write tools you check when you add the action become the agent’s boundary. Leave them all unchecked and it’s effectively read-only. See Run it unattended in a Flow.
Agents you can build
A starting set, spanning every surface that can run a job without a technician in the loop. Each one is a scoped job with a name — not one agent that does everything.
Want one that isn’t here? Any of the Flow-triggerable entries below becomes an agent the moment you give it a trigger and a write scope.
Agent
Built for a trigger: a Flow fires them on a matching ticket and they do the job unattended.Alert Reset With Note
Reset a NinjaOne alert only after the condition is genuinely healthy, posting an explanation note first. Attended or embedded in a recovery Flow.
APC UPS Alerts
Work APC UPS alerts: on-battery events, low runtime, self-test failure, or replace-battery indicators. Separate utility issues from UPS hardware faults.
Appointment No-Show Follow-Up
A client missed a scheduled appointment: log the no-show on the ticket, draft a courteous rebooking email, and apply the repeat-no-show policy on miss #3.
Approver Self-Skip
Before firing an approval, check if the ticket submitter is the client’s designated approver — if so, skip send_approval and advance with an audit note.
Automation Completion Auto-Close
When note evidence shows an intent or external automation finished the work, verify and auto-close the ticket — abort if any human message arrives after.
Automation Failure Watch
Detect automation-error signatures in notes — 4xx/5xx bodies, Jinja errors, webhook failures — flag the ticket and ping Teams so broken flows get noticed.
Auvik Network Monitoring
Triage Auvik network alerts: separate device-down, interface-down, and config-change events, and use the topology map to spot cascades early.
AV/EDR Agent Offline Alert
Triage an AV/EDR agent-offline alert — decide if the device is off or up with a dead agent, quantify unprotected time, and route on the protection gap.
Axcient Backup Alerts
Triage Axcient x360Recover alerts: distinguish appliance vs Direct-to-Cloud failure families, verify retention, and state the last recoverable point.
Backup Failure Triage
Classify a backup failure by alert text and device state, check for recurrence, and decide whether to fix locally or escalate to the backup vendor.
Backup Missed vs Failed Alert
Distinguish a backup that never ran (missed) from one that ran and errored (failed) — two different routes — and always state exposure via last-known-good.
Certificate Expiry Alert
Triage a certificate expiry alert — tier urgency by days remaining, identify what the cert secures and who owns renewal, and route into renewal work.
Change Approval Sender
Flow that fires on Change Approval status: resolve the client’s Change Approver and send_approval with the change summary — note-and-stop if unresolved.
Chat-to-Ticket Conversion
Capture a live Messenger chat’s context into a real ticket with title, description, contact, priority, and steps tried — no repeating for the user.
Closure Recategorization
At resolution, re-read the thread and correct the ticket’s type/subtype/item and category to match the actual work, using only configured board values.
Contract Renewal Routing
Catch renewal and expiry notices in the service queue and route them to the right sales or account manager, retitled and moved with context attached.
Courtesy Reply Status Revert
When a thanks-only client reply flips a resolved ticket back to open, revert it to the correct status per a fixed per-board map — the only permitted write.
Cove Data Protection Alerts
Work N-able Cove Data Protection backup tickets: classify the failure family, verify recoverability, and keep archive and retention sessions straight.
Cross-Client Outage Detector
Spot the same symptom appearing across multiple clients within a short window, flag a possible vendor or major incident, and propose a parent incident ticket.
Datto BCDR Verification
Work Datto BCDR alerts: screenshot-verification failures, local vs cloud sync lag, virtualization tests. Separate backup-ran from backup-boots and verify.
Dead-Air Call Filter
Detect and close voice sessions that were dead air, instant hangups, or robocalls so they don’t pollute the queue — human speech means it isn’t dead air.
Deep Recap
Build a full ticket recap covering messages, notes, time entries, related sibling tickets, timeline, and current blockers — beyond the default summary.
Device Offline Runbook
Work a device-offline alert or “won’t connect” ticket — site-wide check first, maintenance windows, last activities, and clear escalate criteria.
Disk Space Alert
Triage a low-disk-space alert from any monitor — separate threshold noise from real pressure, read growth rate from history, rank consumer hypotheses.
Disk Space Remediation
Work a disk-pressure alert or full-drive ticket — identify likely consumers from RMM signals and give the tech a safe cleanup sequence with a device link.
Doc Gap Detector
Find tickets where a security- or configuration-impacting change (firewall, MFA, DNS, admin access) was made with no linked or matching documentation update.
Email Header Analysis
Parse raw email headers for a spoofing verdict: analyze authentication results, the received path, and spoof indicators with explicit confidence.
ESL Drafting Assistant
Grammar and idiom cleanup for technicians writing in non-native English — “fix my English” or “mejorar ingles,” technical content untouched.
Expectation-Setting Acknowledgment
Draft the first-touch acknowledgment on a new ticket — what we understood, how seriously we’re treating it, next steps, and when the client hears back.
Flow Note Personalizer
Replace a Flow’s static “add note” text with an AI step that resolves the real owner and ticket context to compose a note with actual names and specifics.
High CPU/Memory Alert
Triage a CPU or memory threshold alert — separate a transient spike from sustained pressure via history, and route servers versus workstations differently.
Hypervisor Alert Triage
Triage Hyper-V and VMware host alerts — datastore capacity, snapshot sprawl, CPU/memory pressure — deciding if the issue is host-level or VM-level first.
Major Incident Declaration
Run the criteria check, declare or explicitly decline a major incident, assign incident roles, and start the comms clock from one declaration checklist.
New Ticket Approval Gate
Configured clients require the designated approver to authorize work on every new ticket — fire send_approval on intake, hold, and record the outcome.
NinjaOne Alert Types
Classify NinjaOne condition and threshold alerts (offline, resource, service, patch, hardware, security) and route each class with a deep-link handoff.
NinjaOne Device Lookup from a Ticket
Figure out which device a ticket is about — from the person, their remembered devices, or a hostname in the thread — find it in NinjaOne, and drop the live device details and a deep link into the ticket so the tech starts with context.
Patch Failure Alert
Triage a patch-failure alert — separate a one-off from a repeat offender, detect reboot-pending as the usual culprit, correlate against the patch window.
Priority Downgrade Guard
On a priority change, if AI triage lowered a priority a human or client explicitly set higher, restore the higher priority — deterministic, restore only.
Project Conversion Inbox Cleanup
When a ticket is converted to a project or moved to a project board, set the attribute that removes it from live inbox and queue views so dispatch is tidy.
PSA-Is-Master Reconciliation
Generic Thread ↔ PSA reconciliation pattern (ConnectWise, Autotask, HaloPSA): rule out sync lag first, then move Thread to match PSA, never the reverse.
Quarantine Release Request
Handle a quarantined email release request: verify the requester, assess why the filter caught it, and recommend release or refusal with reasoning.
RAID Degradation Alert
Triage a RAID degraded or failed-member alert with zero-margin urgency — one failure from data loss — and enforce the verify-backups-BEFORE-rebuild rule.
RE/FW Reopen Detection
When a new ticket subject starts with RE: or FW: on a recently closed subject, find the closed parent and flag it as a reopen instead of working new.
Resolution Closing Email
Draft the closure email for a resolved ticket — what was wrong, what we did, how to reopen — built from the ticket’s actual evidence, not memory.
Route, Assign and Document
Take a ticket off the intake board end to end: send it to the right queue, assign the best-suited available technician, explain both choices with supporting docs, and log the time.
Runbook Recommender
Match a ticket against the desk’s approved runbooks and post up to three runbook links as a single internal note — only when confident, otherwise nothing.
Scheduling Intent Detector
Find “can we get on a call / book a time” requests hiding in recent tickets and route them to scheduling — skipping tickets where a tech has already engaged.
Screenshot OCR Translate
Extract the text from a pasted screenshot — an error dialog, email, or app screen — translate it to English if needed, and summarize what it actually says.
Service Restart Runbook
Restart a crashed Windows service via the RMM — allowlisted safe services only, state verified before and after, with a ticket note posted on completion.
Site-Aware Approval Routing
Resolve a ticket’s site, look up the per-site approver from a documented mapping, and send the approval request to that contact — not one hardcoded name.
Smart Dispatch
Composite dispatcher skill: classify a new ticket, consult a routing matrix of tech specialties and client familiarity, then assign and schedule.
SOP Candidate Finder
Sweep recently resolved tickets for documentation-worthy resolutions like recurring fixes and vendor workarounds, ranking SOP and KB article candidates.
Synology NAS Alerts
Work Synology NAS alerts: degraded RAID or storage pool, disk-health warnings, full volumes, DSM updates. Treat a degraded array as near data loss.
Three Strikes Final Email
Draft the final “we’re closing this ticket” email after three documented contact attempts with no client response — only when evidence exists.
Tier Dispatcher
Dispatch a new ticket by support tier: classify T1/T2/senior, check that tier’s technicians against today’s schedule, then assign and book the work around the customer’s deadline.
Tone Polish Rewrite
Rewrite rough technician text into a polished, client-ready version — “write this nicely,” “clean this up” — preserving every fact exactly.
Typosquat Domain Alert
Work a typosquat or lookalike domain alert impersonating a client: gather registrar and DNS facts without visiting, gauge capability, draft a warning.
Veeam Job Failures
Diagnose Veeam backup job failures: classify by taxonomy (VSS, credentials, repository, network), apply retry discipline, and state the last restore point.
Vendor Outage Checker
Check vendor status pages and outage reports for M365, ISPs, and SaaS apps, then post sourced findings to the ticket to confirm is it down for everyone.
Voice Catchall Identification
Identify the client and contact behind an unknown caller on a voice ticket with only a phone number, using number, name, and company clues from transcript.
Voice Transcript Intake
Turn a pasted call transcript into ticket action — extract caller, client, issue, and commitments, then create or update the ticket with a time entry.
Voicemail to Ticket
Convert a voicemail transcription into a ticket with a callback commitment — urgency read from what the caller actually said, not from tone guesses.
Zapier PagerDuty On-Call
Page the on-call engineer for a P1 via PagerDuty, tell the requester who was paged, and mirror the ack/resolve loop back to the ticket.
Zapier Teams Ticket Notifications
Post ticket updates and escalations into Microsoft Teams channels — client shared channels, internal escalations channel, or per-board feeds.
Agent + Skill
Equally at home either way — wire one to a Flow for every matching ticket, or run it by hand as a sweep across a board.Alert Storm Merge
Collapse a burst of identical alert tickets fired within a few hours into the earliest ticket as parent, so a flapping monitor does not flood the queue.
Alert Title Normalization
Classify a monitoring or security alert ticket and rewrite its title into the desk’s standard format using a controlled vocabulary, with an internal note.
Atera Workflow
Atera-synced desk playbook: ticket lifecycle, resolved-vs-closed nuance, contract types (retainer, block hours, monitoring, project), labor pricing.
Auto Priority Classification
Set a ticket’s priority from its title and description against the partner’s own priority definitions — built for alert boards and intake flows.
Autotask Contract Categories
Read Autotask contract type at triage (recurring, block, retainer, T&M, fixed) to label covered vs billable and add burn-down notes on hourly deals.
Autotask Queue Management
Autotask queue model: queues are work pools, not workflow containers — route by moving tickets between queues with correct ownership semantics.
Autotask SLA Workflow
Autotask SLA event model — First Response, Resolution Plan, Resolved — with clock-pausing statuses and breach-risk assessment for synced desks.
Autotask Ticket Categories
Classify Autotask tickets with configured Issue Type + Sub-Issue Type pairs and ticket category/type — never invent classification values not in the board.
Board Routing Rules Engine
Route catch-all tickets to the right board (NOC, procurement, security, help desk) by walking a prioritized keyword-and-signal rule list to a result.
Catchall Routing
Identify the correct client and contact for a ticket that landed in a catchall or no-company mailbox, including forwarded mail and vendor alert routing.
Closure Note Completeness
Check a ticket’s closure note against the house standard — issue, cause, actions, outcome, confirmation — and draft the compliant version when it’s short.
Connector Degradation
Base skill defining how a skill behaves when an integration it wants isn’t connected — do the job with what’s native, name the gap, never fake the missing source.
CW Agreement-Aware Triage
ConnectWise Manage triage: read the client’s CW agreement type at intake and route or label the work as covered vs billable before anyone touches it.
CW Service Board Conventions
ConnectWise Manage multi-board desks: pick which board work belongs on and execute cross-board moves without losing status, classification, or history.
CW Status Workflow Mapping
ConnectWise Manage status mapping: align Thread statuses with CW board statuses, take safe transitions, reconcile closed-in-CW-but-open-in-Thread drift.
CW Type / Subtype / Item Classification
Classify ConnectWise Manage tickets with the three-level Type → Subtype → Item taxonomy using only values configured on the board — never invented ones.
Dark Web Alert Lifecycle
Work dark-web and credential-exposure alerts: age stale exposures, document closure notes, and notify affected users with rotation guidance.
Default Contact Autofill
When a ticket arrives with no contact, look up the company’s documented default contact, confirm with a search, and assign under a confidence gate.
Domain Expiry Alert Lifecycle
Handle registrar expiry and renewal notices safely: verify the sender is the real registrar, confirm the expiry date, and route to the renewal owner.
Duplicate Hunter
Check whether a ticket duplicates an existing open ticket for the same client, contact or asset, and symptom — and merge only on an exact reference match.
Escalation Completeness Gate
Review tickets entering Escalation Requested status against the escalation checklist and bounce incomplete ones back to the tech with itemized feedback.
Follow-up Chaser
Draft a polite, escalating follow-up when a client hasn’t replied on a ticket — first nudge, second nudge, or final pre-closure attempt with tone.
Halo Agent Teams
HaloPSA team and section routing: team selects the pool, agent selects the person, and unassigned-within-team is a legitimate state — not an error.
Halo SLA and Priorities
HaloPSA SLA and priority interplay: priority sets response and fix targets within the client’s SLA, and configured hold statuses pause the clock.
Halo Status Actions
HaloPSA transitions run through configured Actions, not raw status edits — pick the action that fires the right status, note visibility, and notifications.
Intake Classification Tree
Walk a new ticket through the Incident, Request, or Problem decision tree and recommend a matching type, subtype, and item for consistent classification.
JSON API Response Pattern
Base skill for machine integrations: when an external system calls Super Magic and parses the reply, respond with only a raw JSON object matching schema.
Kaseya BMS Workflow
Kaseya BMS-synced desks: navigate the status/queue/location model, respect the service-desk vs projects split, and audit Thread ↔ BMS drift regularly.
Kaseya Dark Web Monitoring
Work Kaseya Dark Web ID compromise alerts: parse alert anatomy (source, date, data classes) and run the age-and-notify lifecycle with a no-crack policy.
Monitoring Companion Merge
Merge companion tickets that multiple monitoring tools opened for the same event on one device, folding them into a single parent within a time buffer.
New Ticket First Touch
One-pass first touch on a new ticket: classify it, check duplicates, pull similar resolved tickets, and draft an acknowledgment for the tech to review.
Noise Auto-Close
Close pure-noise tickets — bounce-backs, vendor auto-replies, thanks-only messages, reconnected offline alerts — behind independent stop conditions.
Pod-Based Dispatch
Route a ticket to the least-loaded technician in the client’s assigned service pod: read the pod from company record, load-balance, assign, and note it.
Premature Confirmation Detector
Catch tickets closed on assumption without customer confirmation — work summaries treated as sign-off, closes minutes after last change — then reopen.
Problem Ticket Creation
When an incident recurs past threshold, create a problem/RCA ticket linking the incidents and documenting the workaround so the pattern gets a real owner.
PSA Note Discipline
Base skill defining how a note or reply is written when it may sync to a PSA — plain text, internal vs client-visible, and what never goes in a permanent record.
PSA Note Visibility Rules
PSA internal-vs-external note semantics (ConnectWise, Autotask, HaloPSA) with a leak-prevention checklist — a wrong-visibility note goes to the client.
Reassign Contact Submitted On Behalf Of
Catch tickets one person opened for a colleague (“submitting this on behalf of Jane”) and move the ticket’s contact to the person the request is actually for — so it’s attributed, notified, and reported against the right end user.
Recurring Maintenance Tickets
Verify scheduled maintenance tickets (backup checks, patch cycles, monthly server reviews) carry real completion evidence and flag skipped cycles fast.
Round-Robin Assignment
Distribute incoming tickets fairly across a named technician roster in rotation, honoring exclusion rules — runnable unattended inside a Flow.
Sentiment Score Explainer
Explain why a ticket thread received its sentiment score by citing the exact messages that drove it — no hand-waving, no re-scoring.
Silent Ticket Detector
Find tickets where the client replied but no technician responded within threshold — surface each with wait time, @mention the tech, and draft a reply.
Spam Sender Triage
Close tickets from known-spam senders and patterns after verifying a human did not forward the message in for investigation or phishing analysis.
Status Nudger
Chase tickets stuck in a waiting status — re-send the pending approval or post the templated client nudge, never nudging twice inside one window.
Syncro Workflow
Syncro PSA-RMM idioms: tenant-configured ticket statuses, worksheets as embedded checklists, ever-running timer culture, and RMM alerts inside the desk.
Ticket QA Review
Grade a completed ticket against the closure rubric — resolution, classification, owner, time logged, title, client message — pass or bounce it back.
Ticket Triage
Classify a new or unassigned ticket, gauge severity, catch duplicates, and route it to the right board, status, and priority for the queue.
Unattended Output Discipline
Base skill defining the output contract for any prompt or skill that runs unattended inside a flow, where the agent’s entire reply is posted verbatim.
VIP Priority Handling
Detect VIP contacts and VIP clients at ticket intake, apply the configured priority bump, and fire notify rules without letting VIP status skew triage.
Workload-Balancing Assignment
Assign a ticket to the tech with the best availability score — base capacity minus open tickets minus scheduled blocks — with math shown, runs in Flows.
Write Guardrails
Base skill defining the gates that sit in front of any action that changes something — confidence bar, show-me-before-send, when-in-doubt-do-nothing, and never invent data.