Paste these into Thread Super Magic while you are on a ticket or in Inbox. Bracketed words are yours to fill. Reads are free. Every write stops for your confirm. Each one is short enough to save as a skill (under the 3,000-character cap).
Morning queue digest
super-magic
Start of shift. Read-only. Scope is your queue unless you name a board.
You are building my morning digest. Scope to tickets assigned to me unless I name a board. Read the open tickets first. If a search cap may have truncated the list, say so before the digest. Put each ticket in exactly one bucket, in this order: needs my reply (client spoke last), SLA or priority risk, scheduled today, waiting on client or vendor and quiet 3 or more days, everything else as a count only. One line per ticket: number, client, six-word state, next action. End with the single ticket I should open first and why. Do not change any ticket.
Thread Super Magic docs · written for the Ticket Bench
What should I work next
super-magic
When the queue is noisy and you need three tickets, not thirty.
Look at my open tickets. Rank the next three I should touch. Score for: client waiting on me, SLA risk, a known fix from a similar closed ticket, and whether I can finish it in one touch. Skip tickets blocked on a vendor or an approval. For each, give ticket number, client, the ask in one line, why it is next, and the first action. Do not assign, change status, or post notes.
Thread Super Magic docs · written for the Ticket Bench
Easy win from my history
super-magic
Use your own closed work as the fingerprint. Do not take the ticket until you confirm.
Find me a ticket I can close in a short touch. Prefer unassigned tickets on the boards I work, or my queue if I say so. Use my recently closed tickets as the fingerprint for what I finish fast. Prefer a single clear issue with a known resolution pattern. Skip VIP-sensitive, negative-sentiment, security, and reopen cases. Recommend up to three with ticket number, client, why it is easy for me, and the expected path. Do not take the ticket until I confirm.
Thread Super Magic docs · written for the Ticket Bench
SLA risk sweep
super-magic
Board sweep for breach and near-breach. Falls back to age plus priority if SLA fields are hidden.
Sweep open tickets on [board] for SLA risk. Flag anything past response or resolution target, and anything within 2 hours of breach. Order by time remaining. For each: ticket number, client, priority, what the clock is waiting on, and the smallest next action. If you cannot see SLA fields, say so and use age plus priority instead. Do not change status.
Thread Super Magic docs · written for the Ticket Bench
Client waiting on us
super-magic
Find threads where the client spoke last. Draft only after you pick one.
Find open tickets where the client sent the last message and we have not replied. Scope to [board or my queue]. Order by how long they have been waiting. One line each: number, client, hours waiting, what they asked. Draft nothing yet. After I pick one, draft a client reply grounded only in that thread.
Thread Super Magic docs · written for the Ticket Bench
Stale waiting-on-client
super-magic
Nudges for tickets quiet 3 or more days. Each send is its own confirm.
Find tickets in a waiting-on-client status with no client reply for 3 or more days. Scope to [board]. For each, show number, client, the last thing we asked, and days silent. Draft a short nudge: restate the ask, the deadline if one was set, and what we will do if we do not hear back. Do not send until I confirm each one.
Thread Super Magic docs · written for the Ticket Bench
Unassigned intake sweep
super-magic
Morning pass on the intake board. Proposals only until you confirm a ticket.
Read unassigned tickets on [intake board]. For each, classify from the body, not the subject: category, incident versus request, proposed priority. Security, multi-user, or site-down is high regardless of tone. Flag possible duplicates on the same client. Recommend a board and an owner only as a proposal. Do not assign or move until I confirm a specific ticket.
Thread Super Magic docs · written for the Ticket Bench
Dispatch to the lightest queue
super-magic
Classify, note, move, assign. Each write stops for confirm.
This ticket needs an owner. Read it. Name the right board, then look up teammates and recommend the person with the fewest open tickets who works that board. Post an internal note with the classification and why that owner, move the board, and assign them. Stop for my confirmation before each write.
Thread Super Magic docs · written for the Ticket Bench
Triage this ticket
super-magic
On the open ticket. Classification and the next diagnostic. No writes until confirm.
Triage this ticket. Read the full thread, not the subject. Classify category, incident versus request, and proposed priority. Security, malware, unexpected MFA, or multi-user impact is high unless the requester explicitly de-escalates. List the facts we have, the facts we still need, and the single next diagnostic. Propose field updates. Do not write them until I confirm.
Thread Super Magic docs · written for the Ticket Bench
First touch package
super-magic
Classification, duplicate check, prior fix, and an acknowledgment draft in one pass.
Do a first touch on this ticket. Read the thread. Classify it. Search open tickets for the same client and a matching device, error, or contact. Search closed tickets for a prior resolution. Draft an acknowledgment that states what we understood, what we will do next, and when we will update. Show me classification, duplicate result, prior fix, and the draft. Nothing posts until I confirm.
Thread Super Magic docs · written for the Ticket Bench
Duplicate check
super-magic
Same client, same issue. Recommend merge or a cross-note. Do not merge until confirm.
Search open tickets for this client for the same issue. Match on contact, device, error text, or subject meaning, not an exact subject line. If you find a likely duplicate, show both summaries and recommend merge or a cross-note. If none, say none. Do not merge until I confirm.
Thread Super Magic docs · written for the Ticket Bench
Similar closed tickets
super-magic
Same client first, then the same symptom elsewhere. Thin notes get called thin.
Find resolved tickets like this one. Same client first, then other clients with the same symptom. Summarize the fix that actually closed them, and say if the notes are too thin to trust. Post an internal note with the useful prior fixes and the ticket numbers. Confirm before posting.
Thread Super Magic docs · written for the Ticket Bench
Recap, next step, reply, time
super-magic
Four labeled previews. Each write is a separate confirm.
Recap this ticket in plain text: what arrived, what we tried, who has the ball, what is unresolved. Then name the single next action and why. Draft the client reply for that action in a short desk tone. Draft a time entry for work already evidenced on the thread. Label all four. Post or log nothing until I approve each item.
Thread Super Magic docs · written for the Ticket Bench
Recalculate priority
super-magic
Impact and urgency from the thread. A calm tone does not lower it.
Re-read this ticket and propose a priority. Use impact and urgency from the thread: users affected, site down, deadline, security. A calm tone does not lower it. Show current priority, proposed priority, and the sentence from the thread that justifies the change. Update only if I confirm.
Thread Super Magic docs · written for the Ticket Bench
Route to the right board
super-magic
Board from the work described, not the subject line.
Recommend the board for this ticket from the work described, not the subject. Options I care about: [Support, Network, Security, Onsite, Projects]. Give one board, the reason, and the owner you would assign. Move and assign only after I confirm.
Thread Super Magic docs · written for the Ticket Bench
Escalate with what was tried
super-magic
The next team should not have to reread the thread.
This needs escalation. Recap what was tried, what failed, and what the next team needs. Post that as an internal note. Set priority to the level the impact supports. Move it to [Escalations] and assign [name]. Confirm each write.
Thread Super Magic docs · written for the Ticket Bench
Security fast path
super-magic
Containment first. Do not email a diagnosis. Do not ask the user to forward the phish into a new thread.
Treat this as a possible security ticket until the thread says otherwise. Read it. Look for phishing, unexpected MFA, impossible travel, malware, or a mailbox rule the user did not create. Do not ask the user to click links or forward the original message into a new thread. Draft an internal note with what to contain first. Propose priority high and the Security board. Do not email the client a diagnosis. Confirm before any write.
Thread Super Magic docs · written for the Ticket Bench
Outage fan-out
super-magic
Show the list first. Same note and board only after you confirm they are one incident.
Find open tickets mentioning [outage symptom or system]. Show the list first. If I confirm they are the same incident, post the same internal note on each with the current status and the parent ticket number, and move them to [Outage board]. Do not close them. Confirm the note text before you apply it.
Thread Super Magic docs · written for the Ticket Bench
Clean title and category
super-magic
Symptom plus system. Show old and new before any field write.
Rewrite this ticket title as symptom plus system, not "help" or "re: issue". Propose category, subtype, and item from the body. Show old and new. Apply only the fields I confirm.
Thread Super Magic docs · written for the Ticket Bench
Client acknowledgment
super-magic
What we understood, the next step, the next update. No unverified fix.
Draft a client reply for this ticket. Short. Say what we understood, the next step, and when we will update. No jargon. No promise of a fix we have not verified. Show it to me. Post it only after I confirm.
Thread Super Magic docs · written for the Ticket Bench
Waiting on the client
super-magic
Name the exact ask and the date we re-ask or close.
Draft a client note that states the exact thing we need, why we are paused, and the date we will close or re-ask if we do not hear back. Set status to waiting on client only after I confirm the note.
Thread Super Magic docs · written for the Ticket Bench
Non-technical status update
super-magic
Their words, our next step, their next step. No blame.
Rewrite the last internal findings as a status update for a non-technical contact. No hostnames unless they named them. No blame. What is broken in their words, what we are doing, what they should do, when we will update. Show the draft. Send only if I confirm.
Thread Super Magic docs · written for the Ticket Bench
After-hours expectation
super-magic
Receipt, coverage window, and what counts as an emergency. No fake on-call promise.
The client wrote after hours. Draft a reply that acknowledges receipt, states our coverage window, and names the condition that makes this an emergency. Do not promise a person who is not on call. Show the draft before sending.
Thread Super Magic docs · written for the Ticket Bench
Hot-tone reply
super-magic
Own a delay the thread shows. Do not argue. Do not discount.
The tone on this ticket is hot. Draft a reply that owns the delay if the thread shows one, states the current fact, and gives the next time we will update. Do not argue. Do not discount. Show me the draft and a one-line internal note on what not to say. Send nothing until I confirm.
Thread Super Magic docs · written for the Ticket Bench
Change approval request
super-magic
What changes, the window, the rollback, and the ask. Show it before it sends.
Send the client an approval request for [change]. Include what will change, the window, the rollback, and what we need them to approve. Use the approval action if the workspace has it. Show the request before it sends.
Thread Super Magic docs · written for the Ticket Bench
Billable versus included
super-magic
Thread evidence only. Do not invoice. Do not mark billable until confirm.
Read this ticket against what we can see about the agreement. Say whether the work looks included, billable, or unclear. Quote the thread evidence. Draft an internal note and, if billable, a client approval line. Do not invoice. Do not mark billable until I confirm.
Thread Super Magic docs · written for the Ticket Bench
Schedule a remote session
super-magic
Calendar write and client note are separate confirms. TimeZest link if you ask for it.
Schedule this ticket on my calendar for [day and window]. Draft a client note with the time and what they need open. If TimeZest is connected, offer a scheduling link instead of a fixed slot when I say so. Confirm before the calendar write and before the client note.
Thread Super Magic docs · written for the Ticket Bench
Onsite window
super-magic
Address, access, who must be there, and what they need ready.
This needs a site visit. Read the thread for address, access, and who must be there. Draft the onsite note: window, what we will do, what they must have ready. Schedule it if I give a window. Confirm before posting or booking.
Thread Super Magic docs · written for the Ticket Bench
Vendor chase
super-magic
What we asked, when, and the case number. Nothing sends until confirm.
Find what we asked the vendor and when. Draft the chase note with ticket or case number, the ask, and the deadline. Post it internally and, if a vendor contact exists, draft the outbound note. Send nothing until I confirm.
Thread Super Magic docs · written for the Ticket Bench
Handoff note
super-magic
A tech should be able to act without rereading the thread.
I am handing this ticket to [name]. Write an internal note a tech can act on without rereading the thread: symptom, environment, tried and failed, next step, client expectation, and any access constraint. Assign them and set In Progress only after I confirm.
Thread Super Magic docs · written for the Ticket Bench
Time entry from the thread
super-magic
Minutes and a PSA-safe summary. No invented steps.
Log time for work the thread already shows. Propose minutes, a plain-text PSA-safe summary, and the work role if you can see one. Do not invent steps. If the thread does not show the work, say so and do not log. Confirm before the time entry.
Thread Super Magic docs · written for the Ticket Bench
Missing time audit
super-magic
Notes and status changes versus time entries. Estimates stay marked until confirm.
On this ticket, compare notes and status changes to time entries. List work that looks done but has no time. Propose an entry for each, marked estimate. Do not log until I confirm each one.
Thread Super Magic docs · written for the Ticket Bench
Closeout package
super-magic
Fix summary, client note, time entry, then status. Only the items you confirm.
Prepare closeout. Summarize the fix in plain text. Draft the client note with what changed and what to do if it returns. Draft the resolution time entry. List any verification still missing. Log, send, and set Closed only for the items I confirm, in that order.
Thread Super Magic docs · written for the Ticket Bench
QA before close
super-magic
Pass or fail from the thread. A fail does not close.
Grade this ticket before close. Pass or fail each item: symptom stated, steps tried written, resolution written, client told, time logged, no open question from the client. Any fail: do not close. Post an internal note with the failed items and the one action that would pass. Confirm before the note.
Thread Super Magic docs · written for the Ticket Bench
Reopen with reason
super-magic
Status back, plus why it came back and the next check.
Reopen this ticket. Set it back to the working status. Post an internal note with why it came back, what the client reported, and the next check. Confirm both writes.
Thread Super Magic docs · written for the Ticket Bench
CSAT or stay-fixed check-in
super-magic
Do not send a survey twice. Two lines if there is no survey.
If this ticket is closed and a survey is available, say so. If not, draft a two-line check-in asking if the issue stayed fixed. Do not send a survey twice. Show the draft before sending.
Thread Super Magic docs · written for the Ticket Bench
Resolution to a KB outline
super-magic
Strip names and hostnames. Outline first. Do not publish unless asked.
Turn the resolution on this ticket into a KB outline: symptom, environment, cause, fix, how to verify, what not to do. Strip client names, emails, and hostnames. Show the outline. If I confirm, post an internal note that the outline is ready for the KB. Do not publish to the KB unless I explicitly say to.
Thread Super Magic docs · written for the Ticket Bench
Docs lookup for this ticket
super-magic
IT Glue or Hudu, then the KB. Post only what you found and what was missing.
Search IT Glue or Hudu, then the KB, for this client's setup related to the issue on this ticket. Summarize the useful facts and the doc name. Post an internal note with what you found and what was missing. Confirm before posting.
Thread Super Magic docs · written for the Ticket Bench
Error text lookup
super-magic
Web plus closed tickets. Safer first check. No changes.
Take the error text on this ticket. Search the web and our closed tickets. Give the likely cause, the safer first check, and what would make it a vendor case. Do not run changes. Post the findings as an internal note only if I confirm.
Thread Super Magic docs · written for the Ticket Bench
Password or MFA reset, safe path
super-magic
Match the contact first. No temporary password in a client note.
This looks like a password or MFA reset. Verify the contact against the client record before any reset steps. List who requested it and whether they match a known admin. Draft the identity-check questions. Do not reset anything. Do not put a temporary password in a client-facing note.
Thread Super Magic docs · written for the Ticket Bench
New user request
super-magic
Extract what was named. List what is missing. Create no accounts.
Treat this as a new-user request. Extract name, start date, title, manager, mailbox needs, and groups named in the thread. List what is missing. Draft the internal build checklist and a client reply confirming what we will create. Create no accounts. Confirm before posting.
Thread Super Magic docs · written for the Ticket Bench
Offboarding request
super-magic
Person, last day, forwarding, and who approved it. Disable nothing.
Treat this as an offboarding. Extract the person, last day, forwarding, and who approved it. Flag if approval is missing. Draft the disable checklist: sign-in, mailbox, VPN, admin roles, devices. Do not disable anything. Post the checklist internally only after I confirm.
Thread Super Magic docs · written for the Ticket Bench
Printer ticket workup
super-magic
One user or the queue. Docs and similar closes. First two checks.
Work up this printer ticket. Identify site, printer name, and whether it is one user or the queue. Search docs and similar closed tickets. Propose the first two checks. Draft the client questions we still need. Post the internal workup only if I confirm.
Thread Super Magic docs · written for the Ticket Bench
VPN ticket workup
super-magic
Client docs, then similar closes. Network board only if you confirm.
Work up this VPN ticket. Search docs for this client's VPN, then similar closed tickets. Note client, gateway, and error if present. Draft the internal workup and a client reply with the next test. Move to the Network board only if I confirm.
Thread Super Magic docs · written for the Ticket Bench
Mail flow ticket
super-magic
Send versus receive, one mailbox versus the domain. Do not blame filtering you have not checked.
Work up this mail ticket. Separate sending versus receiving, one mailbox versus the domain, and whether a recent change is mentioned. Search docs for MX and mail security. Draft the checks in order and a client update that does not blame filtering we have not verified. Confirm before any note.
Thread Super Magic docs · written for the Ticket Bench
Backup failure workup
super-magic
Job, last success, error. Do not say the backups are healthy.
Work up this backup failure. Name the job, the last success if the thread has it, and the error. Search similar closed tickets. Draft an internal note with the first check and whether the client needs to know tonight. Do not say backups are healthy. Confirm before posting.
Thread Super Magic docs · written for the Ticket Bench
Patch failure workup
super-magic
Device, KB, error. Online check only if NinjaOne is connected. Reboot nothing unless confirmed.
Work up this patch failure. Device, KB or product, and error from the thread. Search similar closed tickets and, if NinjaOne is connected, whether the device is online. Propose maintenance window versus retry. Draft the internal note. Reboot nothing unless I confirm a device action.
Thread Super Magic docs · written for the Ticket Bench
Recurring issue pattern
super-magic
90 days, same client. A problem ticket only if you confirm.
Look at this client's closed and open tickets for the last 90 days. Cluster repeats by symptom. Name the pattern, the ticket numbers, and whether it deserves a problem ticket. Draft that problem ticket. Create it only if I confirm.
Thread Super Magic docs · written for the Ticket Bench
Client health from the queue
super-magic
A paragraph a CSM can read, plus the three tickets that need a human today.
For [client], summarize open tickets: count, oldest, anything security or priority high, anything waiting on us. One paragraph a CSM can read. Then list the three tickets that most need a human today. Do not contact the client.
Thread Super Magic docs · written for the Ticket Bench
End of day queue close
super-magic
Client next step, time logged, status matches the thread. Apply nothing until ticket by ticket.
Review tickets I touched today. For each, say whether the client has the next step, whether time is logged, and whether status matches the thread. Propose the status and note fixes. Apply none until I confirm ticket by ticket.
Thread Super Magic docs · written for the Ticket Bench
