Granular PSA Sync Controls
A
Angie Rushing
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).
R
Ricky Balmaceda
Merged in a post:
Prevent Auto-Creation of PSA Contacts for Existing Inactive Users
E
Erik Gallagher
Currently, when enabling Thread’s Slack or Microsoft Teams integration, PSA contacts are automatically created for any client-side members not found in ConnectWise PSA — even if an inactive record for that user already exists in PSA.
This bypasses the “don’t allow new contacts from opening chat” restriction and leads to scenarios where inactive users are re-created as active records, potentially receiving support they are no longer eligible for.
Worse, this presents an opportunity for a data breach for an ex-employee asking for data or account reactivation. If a terminated employee calls by phone and we see the auto-generated active contact, we may support the ex-employee and hand over confidential data that endangers our clients businesses. This scenario is possible when the contact is changed to inactive before the Teams/Slack account is disabled, which can be common for companies wanting to slowly close out a relationship.
The requested enhancement is for Thread to first check for any existing inactive contact records in PSA before auto-creating a new contact. If an inactive record exists, Thread should re-use that record (while keeping it inactive) rather than creating a duplicate active contact.
Alternative 1: If there is not an active PSA contact, don't create one at all.
Alternative 2: Modify the Connectwise Security Role for Thread API to prevent addition of new contacts, if it wouldn't break anything.
R
Ricky Balmaceda
Merged in a post:
Improved Control Over Inactive Contacts/Companies
G
Grace Morris
Thread syncs all active and inactive companies and contacts, but we need better control over this. Right now, old companies and contacts are showing up in Thread Inbox, which is cluttering the experience. We need a way to filter or limit these to keep things cleaner and more streamlined.
R
Ricky Balmaceda
Merged in a post:
When syncing new companies from PSA, have them default disabled
D
Dennis Heiss
When new companies are created in inbox they are default enabled. This is confusing, I want to be able to enable them as I am ready to onboard them
R
Ricky Balmaceda
Merged in a post:
The ability to force a status sync inside of Thread's admin center.
A
Amanda Swanson
K
Kristof Orts
Merged in a post:
Ability to Filter on Companies
L
Laura Milan
Inactive Companies show up from ConnectWise mudding the view of actual customers. Adding the ability to filter on Status would be more useful.
K
Kyle Sandhofner
Agreed, we just discovered this the other day as well. The companies were prospects and not ready to have messenger enabled. It would be nice to have it has a toggle on or off feature so each of us can choose the default behavior.
J
Jesse Spencer
This would be great because I find tickets every day that should have made it to Thread but didn't. I have to manually check and then change the status to something else, save, and then change the status again, and save to get the ticket where it belongs in Thread.