Bugs

When adding and sending attachments through Threads it send them all separately and we would like those all to go together. Not sure if this is a bug in how Threads handles attachments.

Hi Support, I wanted to report an issue with the Thread AI summarization feature. On Friday, March 20, 2026 at 10:35 AM, a thread summary was automatically updated from its original English title to a Spanish-language summary pulled from the email content. Original summary: "FW: M365 Quarantined Emails" Updated to: "Consulta sobre seguridad de enlace recibido en correo" "The only Spanish text in the thread was the phrase 'Hablo Español' in the sender's email signature. The AI summarizer appears to have used this as a language indicator and generated the entire thread summary in Spanish, rather than summarizing in English." Expected behavior: The summary should either retain the original language/title or summarize in the user's interface language (English), not adopt the language of the email content. Please let me know if you need any additional logs or details to investigate. Thank you!

Seems when KB article is created it changes the ticket from Closed resolved to received response

When I compose an internal note for a thread through our Slack integration, and if that note includes an image uploaded via Slack, the attached image will not be displayable within Thread Inbox. And, if I click on the download image CTA via Thread Inbox, I'm routed to a Twilio "Access Denied" page for that image.

Having the ability to Email a different person in the thread that isn't the contact without having to change the ticket contact.

We built leaderboards in Brightgauge to show who responded to and resolved tcikets each week. Since adopting Inbox, the Thread API user is showing for these metrics instead of our users. Would it be possible to get this data synced back with ConnectWise?

Searching for a contact should only search contacts within the company the ticket is for, not the entire directory.

Contact does not have a phone number in PSA, but number has been entered in the ticket in PSA. This does not display in Inbox.

In global search on a View (top left search bar), it will fail to find items that have the search term in the title or body, but no space afterward. Examples: Search for ticket number "1234567 ", does not display ticket 1234567 in results Search for "John " results in any ticket from Contacts with a display name containing John with a space, but not with the last name John because there is no space at the end of the display name. Also displays any ticket with "John " in the body but not tickets where the only instance of "John" in the body is at the end of a sentence--"John."