Feature Requests

Elizabeth Skoufalos requests the ability to use 'is not' as a filter condition for Status when creating a view in Thread's Inbox. This would allow her to exclude tickets that are 'on hold' or 'future scheduled', ensuring only currently actionable tickets appear in the view. This improvement would streamline workflow and reporting by focusing attention on tickets that require immediate action.

Ability to detect a range of emotions through the tone and language of a support thread.

When a customer replies on their Slack or Teams thread that is already closed, it does not re-open - we should be able to bring it back.

It's awesome that Thread honors default Work Type and Work Role settings from Manage for Time Entry, but because the drop-downs are empty it's not obvious. Rendering default settings in TimePad would make it clear for our team and enable us to move even faster.

on a thread with multiple tech's working on it, if when one tech has finished their work on the thread, but the thread is to remain open and worked on by another tech, that the original tech can mark the thread as 'completed' in their instance of inbox

Would like to allow for the Triage Agent to read ticket ID variables. Use case example: some partners would like to configure a "first response" set of rules for the Triage Agent that acknowledges ticket creation and provides the end user with their ticket number. This helps reduce adoption friction with end users who are accustomed to receiving traditional PSA ticket acknowledgement emails.

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

Can we figure out how to make images be bigger?

When typing a message in inbox, I want to be able to write something, attach an image, then write more text, then attach another image and have it arrive in the order I typed it, instead of lumping the images together.

Danielle would like the option to turn off the automated message sent by the triage agent after the 5-minute timer. This would help reduce unnecessary follow-ups and allow for more customized communication workflows. How could this improve the platform: It would give admins more control over automated messaging, prevent redundant notifications, and streamline user experience for onboarding and ticket follow-ups.