Feature Requests

We need to ensure that tickets in Thread cannot be changed to the 'Improvements' ticket type under any circumstances. The 'Improvements' area is only reviewed every 3-6 months, so if a client ticket is moved there, it could be missed for a long period. This change would help prevent critical client responses from being overlooked and improve our workflow reliability.

Chris Heck from Anchor Network Solutions would like Thread to retain the original ticket priority (e.g., Critical - 1) and prevent the system from automatically downgrading it to a lower level (e.g., Standard - 3) during triage. This would ensure urgent tickets remain at their submitted priority unless manually changed by a user. This improvement would help maintain accurate urgency for critical issues and avoid workflow disruptions.

Our client has requested that the Generate Title Assistive AI include the Contact Site (e.g., 'Wethersfield') in the ticket title, instead of the Agreement Site (e.g., 'NHCA - HQ'). This change will allow higher-ups at the client to easily review tickets, and will also help with ticket routing and improve reporting for our team.

We need Thread to automatically ignore and not process tickets with specific titles, such as 'M365 Licenses are Underprovisioned for XeBee.' This would prevent unwanted automation triggers and reduce manual cleanup, especially when external workflows (like Rewst) generate tickets that should be excluded from Thread's processing. Having this capability would improve workflow efficiency and help keep our ticketing environment tidy.

Chris Heck requests that the Magic Title feature in Thread, when updating ticket titles for termination requests, should only include the name of the terminated user. The user who is being granted access to the terminated user's mailbox, files, or other resources should not be added to the ticket title. This change would help prevent confusion and ensure that the correct user is terminated, while still tracking access requests separately. This improvement would streamline workflows and reduce risk of accidental termination of the wrong user.

In AutoTask, generating a Timezest link automatically updates the ticket status to 'Timezest - Waiting.' However, when generating a Timezest link from Thread, this status change does not occur. Adding this automation would align Thread’s workflow with AutoTask, improving visibility and scheduling efficiency for our team.

A lot of the thread documentation that gets generated is overly summarized and so the resolution steps would not be repeatable. It would be really helpful to have a link at the bottom of the articles to some of the threads or service tickets that were used to generate the article. If whoever's working the ticket needs more details. Seems like that would be a trivial thing to add. Additionally it would be nice to have some control over the length of the articles I looked through were 90% pleasantries. I would much prefer a shorter more bullet pointed list of what needs to be done. For those of us that already have a documentation platform it would be great if we could ingest our own documentation even if it was by PDF. Not only would this help with suggestions but it would provide a good basis for thread to use to build documentation off of.

Allow custom rules that impact all of Assistive AI, such as ignoring email banners.

Assistive AI should have a configurable rule that automatically ignores email banners, headers, disclaimers, and security warnings when determining priority or categorization. These banners often contain language that triggers higher urgency levels or incorrect categories, even though they are not part of the actual user request. The AI should base its prioritization solely on the substantive content of the email, unless the sender explicitly reports a real security incident. This rule should be applied universally across all prioritization and categorization logic to prevent misclassification caused by banner text.

Add a feature that allows users to easily export all categorization descriptions to a file format such as CSV or Excel. This would help preserve the significant work invested in creating detailed descriptions and prevent accidental loss if the 'Clear all descriptions' option is used. The export should capture all current categorization data in a usable format, since copying from the page does not paste correctly into external documents.