NEW: Automate Common Status Changes
Admins can now easily create and manage automations for common status changes, such as:
- Setting threads to "In Progress" after a member replies;
- Re-openingthreads when a contact replies to a previously closed thread; and
- Closingthreads when a TimePad entry has a resolution flag
These automations help streamline workflows by moving threads to the next phase based on common triggers, like a user's initial greeting or a follow-up response to a closed thread.
Admins can customize these automations for specific boards, queues, or teams (e.g., Service Desk) while excluding others (e.g., Alerts), ensuring alignment with each team's internal processes.
Note
: Status change automations are only triggered by events within a thread and will ignore PSA-initiated actions.How to Get Started:
- Go to Inbox > Preferences > Workspace.
- Click the + Board button (or + Queue or + Team, depending on your PSA) and select from the dropdown.
- Set up the status changes for each relevant automation.
- Click Save to apply your settings.
Repeat this for each board + status combination in your service desk where you want automations to be supported (here at Thread, our workspace has settings for
Help Desk
and Sales
boards).🌎 This is now available for all Partners
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TimePad improvements
TimePad
has been updated to reflect more accurate tracking accuracy.- FixA paused timer no longer automatically resumes when a user types or interacts with the collapsed TimePad view.
- FixManually edited time entries set for future times cannot be resumed.
- Fix(ConnectWise only): TimePad entries shorter than roughly half a minute are now submitted in ConnectWise as 30 seconds (or 0.01 hours).
🌎 This is now available for all Partners