Feature Requests

Protect portal with MFA

Use Magic AI to live translate chat sessions. We have several Spanish speaking clients. It would be great for our English only technicians to have a live translation back and forth between our combination and the clients.

Currently, when using Thread AI features, partners can set the default to “All Clients,” but excluding a specific company from AI involvement (e.g., for sensitive internal tickets) requires separately configuring exclusions for each AI feature—Assistive AI and Magic AI—individually. This means a partner must repeat the exclusion process in multiple areas, rather than having a single exclusion setting that applies to all AI features at once. A unified exclusion list would allow users to set “All Clients” as the default and simply add any client(s) to an “AI Excluded Clients” list, automatically disabling both Assistive AI and Magic AI for those companies. Benefits: Time-Saving: Eliminates repetitive manual exclusion steps for each AI feature. Consistency: Prevents mismatched settings between Assistive AI and Magic AI. Efficiency: Reduces configuration errors and oversight. Flexibility: Keeps broad AI coverage while allowing sensitive exclusions in one place.

We have ticket templates/workflows built into our HaloPSA so that specific things happen on tickets that have specific Category 1 values - So we don't really want Thread to auto-categorize on ticket creation. However, we would love for Thread to auto-categorize on ticket completion/closure to make sure the resolution category is set correctly. For us, Category 2 is our resolution category but Thread only acts on Category 1. Would love to see that expanded.

As a ConnectWise shop, we would like to be able to create Flows based on the Ticket "Item" in ConnectWise. For our service board we use "Item" to differentiate between incidents, problems, and requests so that flow would be helpful in creating new channels in Inbox.

Would like the AI agents to have memory persistence among a users prior requests. I could see how having it even across an entire org could cause problems if a customer has business units that are not privileged to the issues of others. But the agent seeing past ticket history and weighing that may be helpful to spot or address recurring problems, might even be nice for the LLM to flag recurring issues within a clients responses.

Reminder Agent to recognize and account for holidays—preventing reminders to be sent during those hours/days.

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?