Changelog
Follow up on the latest improvements and updates.
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new
Admin
Featured
đ Dark Mode is here!
You asked, and it's here:
dark mode now covers all of Thread Admin.
đ
- Easier on the eyes.Great for night shifts, early-morning queues or anyone who prefers a darker screen.
- Same switch as Inbox.Open your account menu at the bottom of the Admin sidebar, go toTheme, and pickLight,DarkorSystem theme.
- Follows your OS on System.Choose System theme and Admin switches between light and dark along with your computer.
- Dark everywhere in Admin.The sidebar, header, cards and menus all match Inbox's dark look. Public customer forms stay light.
Try it today your Eyes will Thank You.
new
Inbox
Featured
đ Introducing Planner V2: plan your team's day, hour by hour
- Rebuilt from the ground up.Every tech now gets an hour-by-hour calendar.
- Drag and drop to assign and schedule, with everything syncing to your PSA automatically.
## What's new
- Hour-by-hour calendar.Each member gets a time grid in half-hour slots, with a live red line showing the current time. The old day boxes are gone.
- Todo for every tech.Claim a ticket the moment it comes in, so everyone can see it's taken, then drop it onto the calendar when you're ready to put it on the clock.
- A full Triage list.Search, filter, sort and switch to saved views right from the bottom of the screen.
- Assign and schedule in one drag.Drop a ticket on someone's time slot to assign it and schedule it at once. You can resize blocks in 15-minute steps, and every change has Undo, including in your PSA.
- Day, Week, Columns views.See the whole week, plan tickets for a day without a time, or set an exact start and end with Set a time.
- SLA colors on every card.Green, amber and red show what's on track, at risk or breached, and Outlook meetings show in blue so you can plan around them.
- Work tickets without leaving Planner.Click a card to reply, add a note, log time or change the status in place.
- Columns View.Just like the old Planner Layout.
- Views that fit your team.Switch between All members, My schedule or any team. You can also resize the panels and use a Compact layout, and your setup follows you to any device.
- Dispatch with Super Magic.Ask "who on Help Desk can take this ticket this afternoon?" and Super Magic checks the schedule and books it for you.
- Two-way PSA sync.Planner syncs with ConnectWise, Autotask and HaloPSA.
đ Read the full guide: Schedule ticket work in Planner
Whatâs changed
The Voice Calls log in Admin (Voiceâ Calls Logs) has been updated so you can find a specific call quickly, without paging through the whole log.
Whatâs new
- Search by caller phone number, client, contact name or thread number.
- Filter by date range, client, contact, board, agent name, agent type or feedback score.
- Sort any column in either direction: date, client, contact, thread number, agent, agent type, call type, board, duration or feedback.
- Your place is kept. When you open a call and click back, you return to the same page with the same filters, sort and results-per-page. Before, it started you over at the top of the log.
Why it matters
Previously, it was hard to find calls from specific people or ticket number and clicking a call to check it meant returning to the beginning of the table, not where you left off. Now you can go straight from âa customer says they called Tuesdayâ to the transcript in a few clicks.
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Inbox
Admin
Featured
Thread Verify is now generally available
Know who's on the other end before you act. Thread Verify lets your techs confirm an end user's identity before handling sensitive requests like password resets, right from the Inbox.
What's included
- Microsoft Authenticator push:the contact gets an Approve/Deny prompt in the Authenticator app they already use, with no extra setup for them.
- SMS verification link:for contacts without Authenticator, Thread texts a one-tap verification link to the mobile number in your PSA.
- Logged on the ticket:every request and result is added as an internal note on the ticket, and shows under End User Verification > Activity in Thread Admin.
Getting started
- In Thread Admin, open End User Verification and connect your clients' Microsoft 365 tenants, or copy a link for their Global Admin to connect.
- From a ticket, click Verify in the contact panel, use the Actions menu, or type /verify.
Thread Verify is included in AI Essentials and AI Pro at no extra cost. Learn more in the help doc.
new
Inbox
Featured
Global Search
NEW FEATURE: Global Search
Find anything in Thread without leaving where you are
Search now lives in the header. Press âK (Mac) or Ctrl+K (Windows), or click Search, from any page, even while typing a reply.
What you get:
One search, separate tabs. Tickets, Magic chats, Contacts, and Clients (or Configurations on workspaces without the Clients page). It opens on the tab that matches the page youâre on.
Scope to whatâs on screen. When youâre in a view or channel, switch between All tickets and that view. In a view you can search by title, name, or client.
Contacts by client. Narrow the Contacts tab to one client, or search all of them.
Recent tickets. Tickets youâve opened from search show up again when the field is empty.
Keyboard first. â â to select, Enter to open, Esc to close.
đGuide
new
Admin
Featured
Access Groups (Restrict what member's see in INBOX by client)
NEW FEATURE: Access Groups
Assign clients to members in bulk
Access Groups are named lists of clients. Build a group once, assign it to the people who need it, and update it in one place when your client list changes.
What you get:
Go to Admin â Members â Access Groups to create, rename, and delete groups. Each group has a Clients tab and a Members tab.
Mix groups and individual picks. On a memberâs Client Access card, choose All clients or Only specific clients, then combine groups with individually chosen clients. Clients that come from a group show as locked and name the group that granted them.
Admins keep full access. Admins always have access to all clients.
Guardrails before you save. A restricted member can reach up to 1,000 clients. Thread checks this before you save and blocks changes that would go over.
đ Read the member client access guide
new
Inbox
Featured
Sorting for 5 Columns in INBOX
NEW FEATURE: Sort 5 Columns
Click a column header. Your list re-orders.
In List mode you can now sort by Priority, Status, Client, Created, or Updated straight from the column header, with an arrow showing the active sort.
What you get:
Sorts that match how you triage. Priority puts the most urgent first, Status follows your workflow order, and Client runs A to Z.
Click to cycle. One click sorts, a second reverses, and a third returns to the viewâs default.
Set Grouping to None, for best results
Columns that can be sorted:
- Priority
- Status
- Client
- Created Date
- Last Updated
Your sort stays yours. Column sorts are a personal preference and donât change the shared view for your teammates.
Try it today!!
improved
new
Voice
Admin
Voice On-Call Updates: More Control Over When and How Escalations Run
Weâve added three updates to Voice On-Call. Together they give you more control over when technicians get paged and how they stop paging automatically once the issue is handled.
Whatâs new
- Wait before calling. You can now add a delay before Voice AI starts calling your on-call technician. This gives automatically resolving tickets and alerts time to resolve before they page an on-call tech, so you get fewer unnecessary calls and on-call shifts are less disruptive.
- Stop paging when the ticket closes (or other statuses). Turn on the new checkbox on the Call an On-Call Tech card, and the escalation will end automatically when the ticket moves to a closed status or other selected status. If the issue gets resolved some other way, your technicians wonât keep getting calls about it.
- End On-Call Escalation in Agent Builder. End On-Call Escalation is now available as a tool in Agent Builder. Your agents can stop an active escalation as part of their workflow. For example, an agent could end the escalation once it confirms an issue has been resolved or handed off. Note that you would need to make a separate flow for stopping the alerts by using Agent Builder.
Where to find it
- Wait before calling and stop on closed status are both on the Call an On-Call Tech card in your flow. Each one is opt-in, so existing flows wonât change unless you turn them on.
- End On-Call Escalation is available in the Agent Builder tools list.
Why we made these changes
On-call should mean your team gets paged when it matters and not after the problem is already solved. These updates help cut down on redundant calls and let you shape escalations around how your team actually works.
new
Voice
Admin
Featured
New Custom Technician Handoff Message in Voice AI
When Voice AI hands a call off to a technician, the message they hear first is now shorter and customizable.
Whatâs new
A tighter default. We rewrote the handoff message from the ground up. Technicians now get the essentials (whoâs calling, which company, and what the issue is) without a long preamble. That means less time listening and more time helping.
Make it yours. You can now customize the handoff message to match how your team works. Lead with the ticket number, add the priority, or adjust the wording to fit your teamâs style.
Where to find it
Go to [Voice settings âAttendant âTechnician briefing toggle ON] to edit your message. If you donât change anything, the new, shorter default is applied automatically.
Why we made the change
You let us know that the old handoff was long and not everything was relevant to your team. The new default gets technicians up to speed faster, and customization lets each team decide what matters most in those first few seconds.
new
Voice
Admin
Featured
Voice On-Call is now generally available!
You can now page your on call technicians using Voice On-Call in Flows! Voice On-Call uses flows so you can set what ticket parameters triggers page your on-call technicians by phone. Voice On-Call calls your technicians and keeps calling down your list until someone accepts. No answering service, no separate paging tool, and every attempt is logged on the ticket.
Why we built it
After-hours coverage usually means paying for two things: an answering service to take the call, and a paging tool to wake someone up. Voice On-Call does the paging inside Thread, triggered by the same Flows you already use. One less vendor, one less handoff, and your tech gets the call with the ticket already in Thread.
How it works
- Pick what triggers a page. Build a Flow on any ticket condition (priority, board, time, day, client, status) and add the Call an On-Call Technician action.
- Set your call tree. Add the numbers to call in order, how many times to try each one, and what happens if nobody accepts: repeat the last number, start over from the top, or end at your answering service or call center.
- Thread calls. Your tech hears a short message (customizable) and presses a key to accept. A voicemail doesn't count!
- Someone accepts. Thread adds them to the ticket and sets the status you chose, so the rest of the team can see it's handled.
- Everything is on the ticket. Each call, acceptance, and stop is written as a ticket note, so you can see exactly who was called and when.
Paging stops when a tech accepts, someone ends it from the Inbox, or the Flow is turned off.
Common setups: a single ring group number (if your phone system already handles schedules), a cascade that repeats the last person, a cascade that restarts from the top, or a cascade that ends at your call center.
New since beta
- âą Switch numbers on and off. Take someone out of the call tree for PTO or a shift change without rebuilding the Flow.
- Faster retries. Calls can now go out as often as every 2 minutes.
- "No answer" status. If no one answers in the call tree, set a new status.
- On-Call reporting. Using the Voice AI analytics dashboard, track your Voice On-Call pages, who answers, and how long it takes.
Get started
Voice On-Call is available to all Voice AI customers. To get started you will need an Outbound Agent set up. Set it up in a few minutes with the Voice On-Call setup guide.
A big thank you to our beta partners. Your feedback shaped every change on this list.
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