Feature Requests

Kerri needs to grant techs (e.g., Mark Evans) access to view Voice Agent transcriptions in Thread without enabling Inbox or other features. This is critical during onboarding, as Inbox access is risky without training and not all onboarding steps are complete. Currently, only the link to the transcription appears in PSA tickets, not the full text, making it difficult for techs to review call details. Adding transcript-only permissions would improve security and workflow, especially for teams prioritizing Voice Agent before full Thread rollout.

Add the ability to drive workflows based upon SLA progress (10 minutes left on SLA, 33% of SLA remaining, etc)

Luke Bell from Smart Dolphins is requesting to join the Hudu beta testing program. He is interested in the planned release date and would like to be added to the beta list. He notes that the standardization of documentation and troubleshooting provided by Hudu would greatly help his technicians resolve issues more efficiently.

Enable the ability to select Shared Channels in the flow builder when creating notification flows, so external users can receive notifications. This would improve collaboration and visibility for teams working with external partners or clients.

We would like to be notified, either through the companion app or another way through teams, when a customer communicating with chat responds. Our technicians have no way to track the conversation update other than checking the ticket status. For technicians using the Pods in Manage instead of inbox, there is not much quicker conversation. If possible, creating a technician facing App in Teams (like the companion app) that has a similar GUI to the client facing Teams application for technicians to interact and update the client through and get notification updates through.

When internal IT staff who are not configured as members add notes to tickets via the portal, the Triage and Listening Agents currently misinterpret these internal updates as end‑user responses. This causes the agents to re‑engage with unnecessary troubleshooting prompts, especially in multi‑channel scenarios involving email, chat, and Teams. The requested feature would allow designated non‑member internal IT personnel to update tickets without being treated as external contacts, ensuring their advisory updates do not trigger automated agent conversations. This would align portal‑submitted updates from internal staff with the expected behavior of suppressing or stopping agent interaction.

Add a feature to the Afterhours voice chat system that allows agents to confirm with the client whether they accept additional afterhours charges before proceeding with the call. If the client declines, the call should be ended automatically. This would enable afterhours calls to be handled differently from regular calls and ensure proper charge acceptance prior to continuing.

Currently, there is no sync option for Resource Teams in the ConnectWise integration with Thread. This prevents newly created resource teams (like 'Modern IT') from appearing in Flows or as selectable action/filter items. Adding a dedicated sync option for Resource Teams would allow partners to manage and automate workflows involving new teams without manual workarounds. This would improve platform flexibility and reduce administrative overhead.

Some clients own multiple organizations and have users who work across both, with separate environments in ConnectWise and different emails. The ability for these users to switch between accounts/orgs seamlessly within Thread would resolve nearly all of their ticketing system issues. This feature would greatly improve workflow efficiency and reduce login/caching problems, especially for users who need to manage tickets across multiple organizations without being forced into a single org or losing access to the other.

When selecting a start date in Planner, the end date should automatically update to the same date. This would eliminate the need to manually enter the end date for single-day plans, making scheduling faster and more intuitive.