Meet Super Magic: Your AI Agent in Inbox

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What is Super Magic?

Super Magic is an AI assistant built into your Inbox. Ask it anything in plain language — about a ticket, a contact, a company, a device — and it finds the answer or does the work. It can search everything your workspace knows, and (when your admin allows it) take real actions like updating tickets, logging time, and rebooting devices. Two rules it always follows:

• It reads freely. Searching and looking things up never changes anything.
• It acts only with your confirmation. Before any change, you see exactly what’s about to happen and click Confirm — or Cancel.

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Where to find it

Super Magic is available in two places:

• The Magic button in the navigation — takes you straight to a new conversation.
• The top-right of your Inbox — open it at any time, wherever you are.

It’s thread-aware: open it while you’re viewing a conversation and it already knows that thread’s context — no need to explain what ticket you’re on. On the full Super Magic page, the left Magic sidebar has + New Chat, links to Connectors and Skills, and a History list of your past conversations — click any row to reopen it, or hover a row to delete it. Your history is grouped by when each chat was last updated — Today, Yesterday, Past 7 days, and Older than 7 days — with empty groups hidden. Groups with more than five chats collapse behind a See more toggle you can expand and collapse. To jump to a specific chat, type in the Find a chat box at the top of the sidebar. It filters by chat title as you type (with a short pause after you stop), and hides + New Chat, Connectors, and Skills so only matching chats show. If nothing matches, you’ll see No chats to show… Click the X in the field to clear your search and get the full list back. You can type, attach images and PDFs (drag them straight in), or use the microphone to dictate. Want live results from the internet? Just ask — “search the web for this error code” — and Super Magic will look it up.

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What it can do

The complete list with details lives in the Super Magic Tool Reference.

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Example prompts

Steal these — then adapt. Tickets

“Show me open tickets for Acme on the Support board”

“Find ticket 12345 and show me the conversation”

“How many P1 tickets did Acme open in the last 30 days?”

“Create a ticket for Acme: printer offline in accounting, normal priority”

“Assign this ticket to Sarah and set it to In Progress”

“Log 30 minutes on this ticket and add an internal note: replaced the toner, monitoring”

People & companies

“Who is John Smith at Acme — and what do we know about him?”

“List Acme’s site admin contacts”

“Which clients have the most open tickets right now?”

Knowledge

“Search the KB for our VPN reset procedure”

“Find the firewall documentation for Acme in IT Glue”

“Search the web for this error code and tell me the likely cause”

Devices (NinjaOne connected)

“Is John’s laptop online? Any alerts?”

“Show me recent activity for DESKTOP-7842”

“Reboot DESKTOP-7842” (you’ll confirm before anything happens)

Scheduling & approvals

“Schedule this ticket for me tomorrow 2–4pm”

“Send Jane a scheduling link for a 30-minute remote session”

“Send the client an approval request for the server upgrade”

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Chain it together: end-to-end workflows

The real power is chaining — describe the whole job in one message and Super Magic works through it step by step, pausing for your confirmation at each change: Troubleshoot and dispatch

“Search IT Glue for Acme’s VPN setup and find similar resolved tickets. Post an internal note with what you find, move this to the Network board, and assign it to whoever has the fewest open tickets.”

Escalate a stale ticket

“Recap this ticket, recalculate the priority, post an escalation note listing what’s been tried, move it to the Escalations board, and assign it to Diego.”

Close out a job

“Log 45 minutes as the resolution with a summary of the fix, post an internal note with the troubleshooting steps, run a recap, send the client a thank-you, and set the status to closed.”

Schedule an on-site

“Book me on this ticket Thursday 9–11am, send the client a scheduling link to confirm, and post an internal note about site access requirements.”

Mass response to an outage

“Find all open tickets mentioning the mail server outage, move them to the Outage board, and post the same internal note on each.” (and later: “close them all with a resolution note”)

Document the fix (Notion connected)

“Turn this ticket’s resolution into a runbook page in our Notion database, and post an internal note linking to it.”

Flag an at-risk client (Zapier connected)

“Show me Acme’s negative-sentiment tickets from this month, then trigger the At-Risk Client Zap to alert the CSM channel.”

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Good to know (limits that matter)

• Mass actions are bounded — about 30 steps per request, and each ticket search returns up to 100 tickets. For huge batches, work in chunks.
• Saved skills are capped at 3,000 characters — that’s the instruction text, and the same cap applies to a Flow’s agent prompt. A longer skill saved before the cap keeps running; you just can’t save it again until it’s shortened. See building with Super Magic for how to get a long prompt under it.
• Scheduling lands on the Planner and your PSA dispatch calendar
• Voice input/dictation shines on long requests — dictating a multi-step workflow is often faster than typing it.
• Recap templates are supported — ask for a specific template by name (Super Magic resolves it against list_recap_templates); if you don’t name one, it uses your company’s default recap.

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Confirming actions

When Super Magic is about to change something, it stops and shows a Confirm action card:

• What it will do — in plain language (“Create ticket: ‘Printer offline in accounting’”)
• Which action — the exact tool, shown as a tag
• Every detail — each value it will use, listed line by line

Nothing happens until you click Confirm. Click Cancel and the action is discarded — no half-steps. After you confirm, the change is applied to the ticket and recorded under your name, just as if you’d done it by hand. If you don’t see the change in an open ticket view right away, refresh the view.

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Run it unattended in a Flow

Everything above assumes a tech in the loop confirming each write — this is Super Magic as an interactive assistant. To have Super Magic do the work automatically — every time a Flow triggers, with no one watching — add a New Super Magic Agent action to a Flow (Flow Builder → Actions → Magic → New Super Magic Agent). This unattended, Flow-driven mode is sometimes referred to informally as a “Super Agent”; it’s the same Super Magic, just running without a person confirming each step. Give it a prompt describing what to do on every run, and check the write tools it’s allowed to use. Because a Flow runs unattended, there’s no per-write confirmation. The write tools you check become the agent’s write scope — a safety boundary you set once, up front, instead of confirming each step. Anything you leave unchecked, the agent cannot do, even if the prompt asks for it; leave every write tool unchecked and it’s effectively read-only (it can search and summarize but changes nothing). Read tools are always available. Only approve tools you’re comfortable letting the agent run on its own against the tickets this Flow matches. Two more things change in a Flow run. Nothing the agent says is posted to the ticket — unlike chat, where the reply is the output, an unattended run changes the ticket only through its write tools, so a prompt that produces text needs a note write tool checked and an instruction to post the result as an internal note. And each run leaves an internal activity entry on the ticket’s timeline naming the flow, which is where to check whether the agent actually ran. If a Flow-run agent seems to do nothing, work through Troubleshooting an agent run.

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Why a tool might be missing

Super Magic only offers you the tools you’re allowed to use. If something you expect isn’t there:

1. Write actions are controlled by your admin — your workspace may limit them to admins or a custom list, or have a specific action turned off.
2. Intents and flows are admin-only, always.
3. Integration tools need setup — IT Glue, Hudu, TimeZest, Liongard, ImmyBot and NinjaOne only appear once your admin connects and enables them.
4. Some tools need your sign-in — NinjaOne and connectors (Linear, Notion, Zapier) act with your own account, so you have to connect it first.
5. Some are PSA-specific — merging tickets only exists on ConnectWise workspaces.

Admins can work through the full checklist in the Super Magic Admin Guide → Troubleshooting.

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Connecting your own accounts

Some tools act as you in another system, so they need your personal sign-in:

• NinjaOne (Limited release) — connect your own NinjaOne account once, and device tools light up with exactly your NinjaOne permissions. See Connect NinjaOne to Super Magic.
• Connectors — Linear, Notion, Zapier (Limited release) — open the Connectors page, click Connect, and sign in. Each connection is tied to your account, and you can disconnect anytime.

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Skills that use this

Super Magic runs Skills — prebuilt prompt templates for common service-desk work. Start with these, then browse the full library.