Feature Requests

Generate comprehensive client health reports . Continuously monitors resolution rate trends, escalation history, and sentiment, allowing you to walk into client meetings with data-driven training recommendations and proof of value. This would be great to drastically provide value to the customer.

For frequently asked questions, techs commonly provide a repeated snippet and a link to a help desk article, usually linking to documentation captured in IT Doc tools like IT Glue. How Might We automatically generate responses to FAQs based on the content provided for a contact's business within IT Documentation?

Request to enhance Thread's AI automation so it can read ticket details, including delivery schedules, and delay sending responses until after the confirmed delivery date passes. This change would prevent premature or inaccurate status updates about equipment deliveries by ensuring the AI considers shipping timelines before replying. The feature should work automatically without requiring manual status changes, reducing reliance on human intervention and improving response accuracy.

Allow admins to set a custom holiday schedule in Thread. During these holidays, the Triage Agent should automatically pause or suppress actions like ticket prioritization and optionally send an away message or auto-reply. This would prevent false escalations and reduce on-call disruptions, significantly improving workflow and team satisfaction.

A lot of the thread documentation that gets generated is overly summarized and so the resolution steps would not be repeatable. It would be really helpful to have a link at the bottom of the articles to some of the threads or service tickets that were used to generate the article. If whoever's working the ticket needs more details. Seems like that would be a trivial thing to add. Additionally it would be nice to have some control over the length of the articles I looked through were 90% pleasantries. I would much prefer a shorter more bullet pointed list of what needs to be done. For those of us that already have a documentation platform it would be great if we could ingest our own documentation even if it was by PDF. Not only would this help with suggestions but it would provide a good basis for thread to use to build documentation off of.

We need the ability to keep chat open 24/7 for specific boards (like Yellow), but disable Reminder Agent notifications on weekends. Our customers pay for 24/7 support across timezones, so chat must remain available at all times. However, weekend reminders are causing frustration and complaints, especially during our proof of concept rollout. Having granular control to schedule reminders independently from chat hours would improve customer satisfaction and help us continue using Thread for these clients.

ummary A lightweight Thread mobile/iPad app designed for engineers on-call, AFK, travelling between client sites, or focused on core project work — while giving managers/SDMs access to real-time service insights and escalations. Problem / Need Right now, escalations and critical signals rely on desktop-based workflows. When team members are off their primary device (on the road, at a client site, or in deep-work mode), visibility drops and response times increase. Managers and SDMs also lose situational awareness when away from their desk, limiting their ability to make timely decisions and maintain quality standards. Mobile Escalation & On-Call Mode Push notifications for escalations, VIP tickets, aged tickets, or automated triggers from workflows. Quick-respond actions: acknowledge, assign, call back, add next step. “On-Call Mode” toggle: auto-routes urgent tickets to the active engineer. AFK / On the Road Support Snapshot of active tickets, priority items, and SLA risks. Voice-to-text for quick updates (great for driving or between sites). Ability to log time and add Next Steps without a laptop. Manager / SDM iPad Dashboard High-level operational insights in a clean tablet layout: WIP by engineer SLA heatmap Escalation flow Queue health (Helpdesk, Alerts, Security, etc.) On-call load and after-hours trends Tap-through detail for coaching, accountability, and decision-making. Value & Impact Standards: Keeps SLA, communication, and escalation standards consistent even when staff are AFK. Quality: Faster acknowledgment, clearer next steps, fewer stale tickets. Efficiency: Reduces friction for engineers and improves responsiveness during mobile/on-call scenarios. Visibility: Gives leaders real-time clarity to support teams and manage load. Safety & Accountability: Ensures no critical ticket or security event gets missed due to device dependence.

Would love to be able to see ticket Source when looking at a Thread in Inbox.

Currently, the platform only allows selecting one deployment channel (MS Teams or Windows) per client. This prevents supporting workflows where salary employees use MS Teams and hourly employees use Windows desktop apps. Enabling simultaneous deployment to both MS Teams and Windows for the same client would allow MSPs to efficiently support mixed user groups without forcing a single platform choice. This would improve operational flexibility and user experience, ensuring all employees can access the same bot and workflow regardless of their platform.

When duplicating a Default Intent in the Magic AI service catalog (e.g., VIP Fast Lane), only the Form fields are retained, while the External Reply is not copied to the new Variation. This requires manual editing and pasting, which is inefficient. Having the External Reply automatically carry over would ensure a true duplication of the object, matching user expectations and saving time.