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You automate the service desk. Where a technician resolves one ticket, you build the thing that resolves a hundred, a Flow that routes on its own, an Intent the Triage Agent runs unattended, a Super Magic skill your whole team reuses, or a Thread MCP connection that puts the desk inside your own AI client. This is your course: three lessons that take you from in-app automation to code-level control, plus the skills and ritual built for how you work. Two bits of taxonomy to keep straight as you go: Thread MCP is part of Super Magic: the same tool layer, exposed to external clients. And Super Magic Agents = Super Magic + Flows, a skill that Super Magic runs, fired automatically by a Flow instead of by a person.

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The course

Work these in order, each ends with a link to the next. Start where your leverage is highest today; most automation engineers begin in Flows and Intents before reaching for the API.
1

Flows, status automations, and Triage Agent intents

Route and update tickets without a human, then teach the Triage Agent what to resolve on its own. Start here →
2

Thread MCP, the tool reference, and the API

Put the desk inside your own AI client, then drive Thread over webhooks, APIs, and Rewst. Read →
3

Build with Super Magic

Add external tools with connectors and author reusable Magic Library skills your whole team can run. Read →

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Your starter kit

Start in Super Magic. The Magic Library has a whole Automation & Flows category built for your role — these run from Super Magic, so press ⌘K in Inbox and search the skill name. Search any building block (“intent”, “flow”, “webhook”) to find the rest.

Flow Builder

Design a Flow from a plain-language description of the routing you want.

Intent Builder

Draft a Triage Agent intent (variations, arguments, and replies) from scratch.

Flow Debugger

Work out why a Flow didn’t fire, then fix the condition.

Automation Opportunity Finder

Mine your ticket history for the repetitive work worth automating next.

Skill Authoring Coach

Turn a working prompt into a clean, reusable Super Magic skill.

Notion Runbook Database

Wire a Notion runbook database into Super Magic through a connector.

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Your build ritual

Automation is a loop, not a launch. Run it weekly: measure, build, verify.
  • Measure. Run Automation Opportunity Finder against last week’s tickets — where did humans do the same thing more than five times?
  • Build. Ship the smallest automation that removes it: a status automation, a Flow, an Intent, or a Super Magic skill. One change at a time.
  • Verify. Watch it for a few days. Use Flow Debugger and Automation Failure Watch to catch anything that fired wrong before your team does.
Build in a sandbox board first when you can, and always leave an internal note on what you changed — Flows re-evaluate on thread updates, so a note is also how you nudge a thread through your new logic.

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Pro tips & FAQ

Flows evaluate when a thread is updated (reply, note, status change, board change) after the flow exists. Add an internal note to nudge a thread through, confirm the condition actually matches, and remember webhooks are near-real-time but not 100% guaranteed. Flow Debugger walks the rest.
A Flow routes and updates tickets on defined conditions, no AI judgment. An Intent teaches the Triage Agent to handle a request type conversationally and resolve it unattended. Rule of thumb: deterministic routing → Flow; “understand and respond to this kind of ask” → Intent.
A skill is a saved prompt-first workflow a person runs in Super Magic. A Super Magic Agent is that same skill fired automatically by a Flow — Super Magic + Flows — so the workflow runs with no one in the composer. Author the skill first, prove it by hand, then wire the Flow.
Both surfaces gate the same way: write actions are controlled by your admin, intents and flows are admin-only, integration tools appear only once connected, and some tools (NinjaOne, Linear, Notion, Zapier) need your own sign-in first. Thread MCP also exposes only a curated subset of Super Magic’s tools — Liongard and per-member connector tools (Linear, Notion, Zapier) are Super Magic-only and never appear in an MCP client. See the Super Magic admin guide.
No. Flows, Intents, status automations, and Super Magic skills are all built in-app with no code. Reach for the API and webhooks or Rewst only when automation has to reach outside Thread.