MSPs spend hours every day bouncing back and forth between tools. Super Magic does it all in one place.
Thread, the AI-powered platform built for managed service providers, today announced the general availability of Super Magic. Super Magic is a fully integrated AI assistant that replaces the traditional help desk search box with something that actually does something. Super Magic reads tickets, retrieves client documents, takes action on the PSA, and passes all notes to technicians for review in one tap before any changes occur.
This announcement marks a significant evolution from Thread’s previous in-thread search and answer feature, Ask Magic. Where Ask Magic tells the technician what to do, Super Magic does it alongside the technician. Technicians can issue a single voice or text prompt. You’ll see a message that says, “Please investigate this VPN issue, review the client’s IT Glue documentation, find related resolved tickets, route to the network board, and open a follow-up to the pattern.” Super Magic automatically performs all necessary steps and pauses for confirmation before data is written.
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“Technologists don’t want another chatbot in another tab,” said Mark Alaev, Founder and Head of Magic at Thread. “Right now, they’re jumping between PSA, IT Glue, documents, and multiple AI windows to process a single ticket. Super Magic collapses that into a Thread on the ticket in front of them and actually executes it.”
Before a technician can type a single reply, Super Magic has already done the prep work. Get the relevant IT Glue and Hudu documentation, see if the team has solved this problem before, and reveal what they know about the client. A web search for obscure error codes also occurs in the background. When it comes time to actually change something, like closing a ticket, recording a time, or submitting an approval, Super Magic stops and waits. Tap once to confirm and execute.
Super Magic includes built-in connectors to the tools MSPs are already using. At launch, this includes Notion, Zapier, Liongard, and Linear, with administrators controlling which connectors are enabled and each technician authorizing their own access, so Super Magic acts as that specific point person when calling external services. Additional integrations with deeper connectivity are planned on the roadmap.
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