In other software I have used there was the ability for each user to create their own API key in Connectwise PSA and attach it to their login in the software (in this case TopLeft).

This means that when Thread updates Manage, it can updare it as the actual engineer and not as a Generic API account, This also means that user permissions will be taken into account. For instance our trainees can't close their own tickets in PSA, they have to be double checked first - In thread though - they can just close a ticket which breaks our internal compliance.

Ticket updates would show as the engineer in PSA and not as "Thread"