Feature Requests

We require more granular admin/member roles for read/edit access—as there's only two role types right now (admin or messenger). We require more control over who has access to Flows, Magic Agents, Messenger Settings, Deployments, etc.

When a customer calls in, technicians have no easy way to create a contact within Thread/PSA

We need more granularity in syncing options. Specifically, users should be able to: Restrict Syncs by Company/Contact Type: Allow admins to specify which types of companies and contacts are included in syncs. Control Company Status Sync (Active/Inactive): Provide options to manage whether the sync includes inactive companies or is restricted to active ones. This feature should adapt to the specific capabilities of each PSA (company statuses in ConnectWise Manage for instance). Use Case: Larger MSPs require this functionality for better onboarding and management workflows. These controls ensure more precise data handling, reduce clutter, and allow for a tailored experience based on their unique operational needs. Impact: Enhances day-to-day management of data syncs. Reduces errors and unnecessary data clutter (seeing inactive companies/contacts in Thread Inbox).

Support Security Assertion Markup Language (SAML) authentication for Thread Inbox, as many MSPs use third-party authenticators and don't want to be bothered with managing Microsoft SSO on-top of everything, so they're trying to consolidate everything with Okta—as an example.

I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket. It is important for us to be able to review a ticket to see who may have made changes to the ticket. For example, when I closed a Thread through inbox, It does not show my name on it anywhere.

It'd be nice to have the same filter in the integration settings like we do for the Connectwise PSA

We need some more prebuilt audio sounds available in Inbox and to potentially to upload custom sound files. The current sound is too high pitched and a lot of techs are closing Inbox out because of it.

Instead of having the client having to answer a series of questions, some client would prefer to submit a PDF of the details and have Magic Agent interpret it.

MSPs often collaborate with internal IT teams of co-managed clients. To facilitate this collaboration, MSPs want to invite co-managed technicians/agents to the Thread Inbox. However, it's crucial that these invited co-managed technicians only have access to their specific company's tickets, ensuring they cannot view or interact with tickets from outside their company.