Feature Requests

Introduce the ability to use email addresses as a trigger variable within Thread flows.

It would be helpful to add exclusion controls to Client Intelligence so ticket metrics focus on meaningful support activity. Today, alert and proactive tickets that are auto-closed or low priority can heavily inflate ticket counts in both the Client overview and contact sections. This makes the insights harder to interpret and less reliable. Why it matters Client Intel is intended to be used by Technical Account Managers as part of QBR preparation. When metrics include tickets that teams intentionally do not care about, it creates noise and reduces trust in the insights. Idea Allow excluding specific boards or ticket types such as alert, proactive, or auto-closed tickets from Client Intel calculations.

Currently, the Reminder Agent only follows up based on the initial request and does not read or act on updated discussion notes or ticket context added after the first message. This causes confusion, especially in approval workflows where the context changes after the ticket is reassigned or new notes are added. Improving the Reminder Agent to reference the latest ticket context and discussion notes would ensure follow-ups are accurate and relevant, reducing manual intervention and streamlining approval processes for our team.

Mark, you’d like the Thread Triage Agent to automatically send an email notification to everyone who was CC’d on the original inbound ticket request. This would ensure all relevant parties are kept in the loop when a ticket is entered. How would this improve your workflow or communication compared to the current setup?

We would like the AI to analyze each ticket and assign it a complexity level. This would allow easier access to review the time spent on a ticket versus how hard the ticket was to complete.

My thought behind this is some tickets may fall under a separate agreement. Say you have a customer where their servers are fully managed but their desktops are billed on a T&M agreement. It would be great if we could set definitions of what an agreement covers and the AI would attach the correct agreement to the ticket.

Currently, when building a flow to automate ticket status updates, there is no option to filter based on keywords found in internal notes. Adding 'Internal Notes' as a filter category would allow users to trigger actions (like status changes) when specific phrases are present in the internal notes, improving automation and workflow efficiency. This would help us automate processes such as marking tickets as 'Completed with PIA' when an audit log note is present. This enhancement would streamline ticket management and reduce manual work.

Our organization uses a consistent device naming convention (e.g., aem-rol2505001, where ROL means Remote Office Laptop) for all client devices, and we do not have any servers. Thread’s AI currently misclassifies these laptops as servers, which leads to confusion and inaccurate alert categorization. The ability to customize or train the AI to recognize our naming conventions would greatly improve workflow accuracy, reduce misclassification, and ensure monitoring alerts are properly categorized for our environment.

We would like to be able to see client emoji reactions to messages in Thread from Teams

We would like the ability to add our holidays to our office hours original headline: As an administrator I want to be able to set up holidays in the admin panel to prevent users from initiating live chats on holidays