> ## Documentation Index > Fetch the complete documentation index at: https://docs.getthread.com/llms.txt > Use this file to discover all available pages before exploring further. # Super Magic prompting 101 > How to write prompts that get useful output from Super Magic, plus a copy-paste prompt library for triage, troubleshooting, notes, ticket actions, scheduling, lookups, 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 ```text theme={null} Summarize this thread and suggest a priority level What information is missing from this ticket to begin troubleshooting? Generate 5 clarifying questions to send to the client Is this ticket a duplicate of any other open thread for this client? Suggest the best board and ticket type for this thread What's the sentiment of this thread and why? ``` ### Troubleshooting and resolution ```text theme={null} Search the knowledge base for solutions to this issue What are the most likely root causes for this problem? Give me a step-by-step troubleshooting plan for this issue What PowerShell script would fix this issue? Search for known vendor issues or bugs related to this error message What are common fixes for [error message or symptom]? Has this client had a similar issue before? Check ticket history What NinjaOne alerts are active for this client right now? Look up this device in NinjaOne and give me its health status ``` ### Notes and documentation ```text theme={null} Write an internal note summarizing what's been done so far Write a professional external update to send to the client Generate a resolution recap for this ticket Draft a follow-up message asking the client to confirm the issue is resolved Write a client-facing explanation of what caused this issue and how it was fixed Add 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. ```text theme={null} Change the priority of this ticket to High Assign this ticket to [technician name] Move this ticket to the [board name] board Update the title of this ticket to better reflect the issue Close this ticket and add a resolution note Escalate this ticket to Tier 2 and add an internal note explaining why Unassign this ticket and put it back in the queue ``` ### Scheduling and time ```text theme={null} Schedule this ticket for [technician] tomorrow at 2pm How much time has been logged on this ticket? Log 45 minutes of time on this ticket for troubleshooting What tickets are scheduled for [technician] this week? What's on my schedule for today? ``` ### Client and contact lookup ```text theme={null} 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 ```text theme={null} Show me all P1 tickets that are currently open Which open tickets haven't been updated in the last 24 hours? List all unassigned tickets on the Help Desk board Show me tickets that are past their XLA How many open tickets does [client name] have right now? ``` ### Security incidents ```text theme={null} This ticket looks like a phishing report — what should I do next? Search the knowledge base for ransomware response steps Draft 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. ```text theme={null} 1. Summarize this thread and suggest a priority level 2. What information is missing from this ticket to begin troubleshooting? 3. Search the knowledge base for solutions to this issue 4. Give me a step-by-step troubleshooting plan for this issue 5. Log 30 minutes of time on this ticket for troubleshooting 6. Write a professional external update to send to the client 7. 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](/skill-library/overview) for prebuilt jobs that go further than a single prompt, and see [Super Magic tools](/super-magic/super-magic-tool-reference) for everything it can reach. ## Related topics - [From Triage to Resolution — Agent-Driven Outcomes](/ai-agents/agent-driven-resolutions.md) - [M365 Sign-in Issues](/skill-library/troubleshooting-playbooks/m365-signin-issues.md) - [BitLocker Key Retrieval](/skill-library/m365-administration/bitlocker-key-retrieval.md)