Feature Requests

We propose an update to Thread’s integration with PSAs like ConnectWise, enabling automatic updates to contact and company information when tickets are submitted by a user on behalf of another. This feature is crucial for Managed Service Providers that handle support requests for clients, saving up to 30 minutes by ensuring accurate ticket association and seamless communication. Benefits • Enhances ticket accuracy by associating the correct contact and company details. • Streamlines workflow for MSPs and reduces manual intervention. • Improves communication by ensuring the correct contact receives updates.

We would like to receive project tickets in Slack, Microsoft Teams and Inbox channels, with the ability to update notes as well.

When using Planner to dispatch, it would be helpful to be able to save custom filters. For example: Dispatch needed - New tickets pending scheduling Recurring service - Proactive tickets from the recuring board Past Due - Help desk items that are past due and need to be rescheduled If these were available in a drop down at the top of the Planner window, we could easily shift gears when dispatching

For frequently asked questions, techs commonly provide a repeated snippet and a link to a help desk article, usually linking to documentation captured in IT Doc tools like IT Glue. How Might We automatically generate responses to FAQs based on the content provided for a contact's business within IT Documentation?

AI that can identify trends in client's ticket history. Many times "band-aid" fixes are applied to individual support sessions when those symptoms could be indicative of greater issues. Something that automates this process and potentially reports that to the account managers could go a long way in providing long-term resolutions.

When processing onboarding tickets from different clients, using an intent to initiate a chat and provide a link to the onboarding form improves efficiency. Since onboarding details often change, sharing a dynamic link is more time-effective and practical than building a form directly in the chat thread. I’d like to integrate multiple intents into a single flow by using variables to customize it for each client.

Description: It would be beneficial to integrate a feature where emails can be automatically sent when defined criteria are satisfied within flows. Benefit: This would help eliminate any inconsistencies in communication and ensure that all necessary stakeholders receive timely updates, by having them receive an email when certain conditions are met in a flow (i.e., board type, status type, priority, etc).

It is critical for payroll that our techs match up the start times and end times for all tickets throughout the day. Manage autopopulates the start time with the end time of the previous ticket -- we would like to match this behavior in Thread.

Can we get more pre-built "Intent" Templates. The ones we have are nice, but having more to build off of and/or use in general would be great for MSP service delivery.

Implement a system of dynamic variables in the Inbox’s view feature, enabling automatic user-specific customization. These variables should identify user-specific data like user ID and team ID, dynamically constructing views that present relevant, individual data. This will allow a shared help desk view to automatically show each user their assigned tickets without requiring separate views for each team member. Benefits: • Streamlines the process for managing views across teams. • Reduces redundancy by eliminating the need for multiple similar views. • Improves usability by automatically reflecting user-relevant information.