Feature Requests

Background/Current Issue: Users experience ticket replies being broken into multiple emails. ConnectWise integration mandates sending attachments in separate emails. Leads to inefficiencies and user frustration due to receiving multiple emails for a single ticket response. Requested Enhancement: Develop functionality to combine text and attachments into a single email reply when using ConnectWise.

Every note created by thread has the beginning of the message in the title. It would be better to have a generic title or even juste a .(dot) in the title so it is more readable when looking at the ticket in AT

Objective: Allow users to exclude "Discussion" notes from being sent as client notifications via the chatbot. Current System: ConnectWise provides only fields for discussion, internal, and resolution notes, with "Discussion" being external facing. Problem Statement: Clients perceive "Discussion" notes as "too noisy" because they receive notifications even when technicians only document work, not when they need interaction. Proposed Solution: Enable a setting or filter to categorize "Discussion" notes as internal or exclude them from client notifications. This would reduce unnecessary notifications and focus communication on direct

When Thread uses the PSA API to add internal notes, some are currently logged as Time Entries by default. This behavior triggers email notifications to ticket owners—even when the update is from automation and not a person. This is creating excessive noise across our team. In one day, some staff received over 100 email notifications, simply because automation logs are being treated as human updates. While we understand the need for notifications on true time entries, we’re unable to turn off this setting globally due to its importance for non-automated (non-Thread) tickets. The API call to add an internal note should override those flags. This would allow us to preserve ticket history from automation without overwhelming ticket owners with unnecessary alerts.

Hello, I have been looking around for the option to disable that actions that the Flows do, does not show up as an internal note. The change could just happen in the background and show up in Audit trail. We work in both the internal and Discusion tab, It would be nice to disable the flow from making a Internal note.

Planner Pod implementation in CW PSA

Add functionality to attach Config Item to working ticket

Ability to view all ticket information (board, status, type, sub-type, item, ticket owner, etc. (similar to that of Thread Inbox)) in Pods. Right now, have to constantly refresh ConnectWise Manage to be able to see any updates to ticket properties.

It would be nice to turn off the internal note for Auto-Categorization but keep the internal note for Generate Recap