Learn how to write effective Super Magic prompts, with a copy-paste library covering triage, troubleshooting, notes, scheduling, and XLA monitoring.
Super Magic is the AI teammate inside Thread. It searches your knowledge base, pulls client and
device history, drafts notes and client updates, and takes action on tickets — from changing
priority to running a skill. The better your prompt, the better the output.This page covers how to ask, then gives you a library of prompts grouped by what you’re trying to
get done. Everything in a code block is ready to copy.
If you’re ever unsure how Super Magic works, ask Super Magic. It will read the manual for you.
Where to use it
In a ticket
In the Super Magic tab
Context
Already has the thread, contact, client and history
You name what you’re asking about
How you refer to things
”this ticket”, “this thread"
"all open tickets for [client name]“
Best for
Triage, troubleshooting, note-writing, acting on the thread in front of you
Cross-client lookups, queue and XLA checks, your schedule, starting fresh
Almost every prompt below works in both places. The only difference is context.
How to talk to Super Magic
Start from where you are. Inside a ticket it already sees the thread, contact and client — point at “this ticket”. From the tab, name the client, ticket or technician.Say exactly what you want. “Help me with this” is vague. “Summarize this thread and suggest a priority level” names the task and the output.One job per prompt for bigger work. Break multi-step goals up: triage, then troubleshoot, then draft the note. Chain them as you go.Name the format when it matters. Ask for “5 clarifying questions”, “a step-by-step plan”, “an internal note”, or “a client-facing update” and you’ll get output shaped for that purpose.Use action verbs to make changes.Change, assign, move, close, escalate, schedule, log tell Super Magic to act on the ticket rather than talk about it.Stay in the driver’s seat. Super Magic drafts and can act, but you decide what reaches the client or changes the ticket. Read drafts before sending; confirm before closing.Iterate. If the first pass is off, say what to change: “make it more concise”, “less technical for the client”, “add the reboot step”.Swap in the real details. Replace [client name], [technician] and [error message] with actual values.
Anatomy of a sharper prompt
Same intent, better result. The pattern never changes: name the task, point at the ticket, say what you want back.
Instead of
Try
Why it lands
”look at this ticket”
Summarize this thread and suggest a priority level
Names the task and the exact output
”fix this”
Give me a step-by-step troubleshooting plan for this issue
Asks for a usable plan, not a one-shot guess
”email the client”
Write a professional external update to send to the client
Sets audience and tone, so it’s ready to send
”any history here?”
Has this client had a similar issue before? Check ticket history
Tells it where to look and what to compare
The prompt library
Ticket triage and intake
Summarize this thread and suggest a priority levelWhat information is missing from this ticket to begin troubleshooting?Generate 5 clarifying questions to send to the clientIs this ticket a duplicate of any other open thread for this client?Suggest the best board and ticket type for this threadWhat's the sentiment of this thread and why?
Troubleshooting and resolution
Search the knowledge base for solutions to this issueWhat are the most likely root causes for this problem?Give me a step-by-step troubleshooting plan for this issueWhat PowerShell script would fix this issue?Search for known vendor issues or bugs related to this error messageWhat are common fixes for [error message or symptom]?Has this client had a similar issue before? Check ticket historyWhat NinjaOne alerts are active for this client right now?Look up this device in NinjaOne and give me its health status
Notes and documentation
Write an internal note summarizing what's been done so farWrite a professional external update to send to the clientGenerate a resolution recap for this ticketDraft a follow-up message asking the client to confirm the issue is resolvedWrite a client-facing explanation of what caused this issue and how it was fixedAdd an internal note with the troubleshooting steps I just completed
Ticket management and updates
These change the ticket, so read what comes back before you confirm.
Change the priority of this ticket to HighAssign this ticket to [technician name]Move this ticket to the [board name] boardUpdate the title of this ticket to better reflect the issueClose this ticket and add a resolution noteEscalate this ticket to Tier 2 and add an internal note explaining whyUnassign this ticket and put it back in the queue
Scheduling and time
Schedule this ticket for [technician] tomorrow at 2pmHow much time has been logged on this ticket?Log 45 minutes of time on this ticket for troubleshootingWhat tickets are scheduled for [technician] this week?What's on my schedule for today?
Client and contact lookup
Who is the primary contact at [client name]?Find all open tickets for [client name]Show me the last 10 tickets for [client name]What are the most common issues this client submits tickets for?Pull up the company notes for [client name]Find the admin contacts at [client name]
XLA and priority monitoring
Show me all P1 tickets that are currently openWhich open tickets haven't been updated in the last 24 hours?List all unassigned tickets on the Help Desk boardShow me tickets that are past their XLAHow many open tickets does [client name] have right now?
Security incidents
This ticket looks like a phishing report — what should I do next?Search the knowledge base for ransomware response stepsDraft an urgent client-facing message about a potential security incident
One ticket, start to finish
The same ticket carried from intake to close in seven prompts. A good template for building your
own flow, and you can chain these rather than entering them one at a time.
1. Summarize this thread and suggest a priority level2. What information is missing from this ticket to begin troubleshooting?3. Search the knowledge base for solutions to this issue4. Give me a step-by-step troubleshooting plan for this issue5. Log 30 minutes of time on this ticket for troubleshooting6. Write a professional external update to send to the client7. Close this ticket and add a resolution note
Once these feel natural you’ll write your own. The pattern never changes: name the task, point at
the ticket, and say what you want back.
Next step
Browse the Magic Library for prebuilt jobs that go further than a
single prompt, and see Super Magic tools for everything
it can reach.
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incident`})}),`\n`,_jsx(_components.span,{className:`line`,children:_jsx(_components.span,{})})]})})}),`\n`,_jsx(Heading,{level:`2`,id:`one-ticket-start-to-finish`,children:`One ticket, start to finish`}),`\n`,_jsx(_components.p,{children:`The same ticket carried from intake to close in seven prompts. 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Search the knowledge base for solutions to this issue`})}),`\n`,_jsx(_components.span,{className:`line`,children:_jsx(_components.span,{children:`4. Give me a step-by-step troubleshooting plan for this issue`})}),`\n`,_jsx(_components.span,{className:`line`,children:_jsx(_components.span,{children:`5. Log 30 minutes of time on this ticket for troubleshooting`})}),`\n`,_jsx(_components.span,{className:`line`,children:_jsx(_components.span,{children:`6. Write a professional external update to send to the client`})}),`\n`,_jsx(_components.span,{className:`line`,children:_jsx(_components.span,{children:`7. Close this ticket and add a resolution note`})}),`\n`,_jsx(_components.span,{className:`line`,children:_jsx(_components.span,{})})]})})}),`\n`,_jsx(_components.p,{children:`Once these feel natural you’ll write your own. 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Magic Library