Skip to main content
Availability: Proactive Messaging is currently rolling out to all partners. If you don’t see it in your account yet, it will be available to you shortly.

​
Concept

When a technician opens a ticket, Super Magic can automatically surface a draft resolution before they have to ask anything. This is called Proactive Suggestions (also referred to as Suggested Resolution). It gives technicians a head start (context, resolution steps, and relevant documentation) scoped to the specific ticket and company, the moment they need it.

​
Value

When a ticket is opened, Super Magic automatically generates a structured draft for your technician. It pulls from the ticket itself, your knowledge base, past related tickets, and any connected documentation (Hudu or IT Glue, if enabled). The draft is internal only — it is never sent to the end customer. The technician reviews it and can apply it into Super Magic as a starting message, then edit or continue from there. Think of it as a proactive briefing tied to the ticket, so technicians start with context instead of a blank screen.

​
How it works

​
When it appears

Super Magic generates a suggestion in two situations:
  • When a technician opens the ticket: if no suggestion exists yet and the ticket is eligible, Super Magic starts generating one in the background. The technician may briefly see a loading state.
  • When the Triage Agent hands off the ticket: once the agent deactivates on a thread, Super Magic queues a suggestion so it is ready when the technician picks it up.
Super Magic generates only one suggestion per ticket, and it stays in the conversation where it was generated. Once a suggestion has been attempted for a ticket, Super Magic never generates another one for that ticket. This is true whether the attempt succeeded, failed, or the ticket wasn’t eligible at the time.

​
Eligibility conditions

Super Magic checks the following before generating a suggestion. If any condition is not met, no suggestion is created for that ticket. Ticket conditions
  • The ticket is still open. Closed tickets never receive a suggested resolution.
  • The contact has replied at least once. The suggestion is built from the conversation, so a ticket with no messages from the end user is skipped.
  • No suggestion exists yet for the ticket. Each ticket gets one suggested resolution. It isn’t regenerated after a previous attempt, whether that attempt succeeded, failed, or the ticket wasn’t eligible at the time.
Workspace and client settings
  • Magic Knowledge is enabled in your workspace settings.
  • The ticket’s client is covered by your Knowledge Base client selection (either “all clients”, or included by your include/exclude rules).
  • The ticket’s board is covered by your board selection. Tickets without a board are not eligible.
  • The ticket’s source is covered by your source selection. Tickets without a source are not eligible.
  • “Auto-Suggestions” is turned on for the client. This per-client toggle is on by default and can be disabled in the client’s Knowledge Base settings.

​
How it shows up

Depending on the state of the Super Magic panel when the suggestion is ready:

​
What’s in the draft

The draft is structured to be fast to scan. It may include:
  • Thread details: ticket title, ID, and status
  • Contact intelligence: device, environment, and behavioral cues when available
  • Resolution steps: ordered, actionable steps inferred from the ticket and knowledge sources
  • Past related tickets: similar tickets from the same contact or company, when found
  • Knowledge articles: relevant internal KB articles, and Hudu or IT Glue docs when those integrations are enabled
Super Magic only includes sections when there is real data to show. If a source has nothing relevant, that section is left out entirely, no placeholders, no filler.

​
What sources it draws from

Proactive Suggestions is grounded in your operational data, not the open web. Always used:
  • The ticket summary, status, and chat history between the end user and your team
  • Devices or configurations tied to the ticket
  • Your company summary for that client (if configured in Client Intelligence)
Used when available and enabled:
  • Your internal Thread Knowledge Base articles
  • Past tickets from the same contact or company
  • Hudu documentation (if your Hudu integration is connected and enabled for Super Magic)
  • IT Glue documentation (if your IT Glue integration is connected and enabled for Super Magic)
Not used:
  • Open web search — this feature is intentionally scoped to your systems only
  • Prior Super Magic chat on the same ticket. The suggestion is based on the ticket thread, not the Super Magic side panel history.

​
FAQ

No. The draft is internal only. It is placed into the Super Magic panel for the technician to review and use. The customer never sees it unless the technician chooses to copy and send it manually.
Yes. Applying the suggestion is always optional. Technicians can dismiss the banner or simply not act on it and continue working in Super Magic manually.
This usually means the ticket or client doesn’t meet one of the eligibility conditions, such as the client, board, or source being outside your Knowledge Base selection, or the per-client suggestions setting being off for that company. It is not an error — it is intentional scoping.
If something goes wrong during generation, no draft will appear for that ticket. The technician can continue using Super Magic manually as usual. Super Magic does not retry: a failed attempt still counts as the ticket’s one suggestion, so no new suggestion is generated for that ticket later.
No. Each ticket gets exactly one suggested resolution, and it stays in the conversation where it was originally generated. Once a suggestion has been attempted for a ticket, Super Magic does not generate another one, even if the earlier attempt failed or the ticket wasn’t eligible at the time.
Yes, if those integrations are connected and enabled for Super Magic in your workspace. Relevant articles from those sources will appear in the draft when found.