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.

Triage agent would be able to identify when a client is having repeated issues and alert on this in the recap.

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.

Our service team almost always wants to send the time entries to the customer. We'd like the option to set "send to customer" as a default and allow the service team to opt out when necessary.

Build out the mobile application for end users & partners

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?

We would like better handling of merged threads in Autotask so that if a ticket is merged into another ticket, it shows as the correct status in Inbox and ideally shows as merged.

It would be amazing if there was a filter for when a thread has been scheduled or not scheduled. Also, be able to see which tickets are scheduled for today, tomorrow, this month, etc., so we can build out views accordingly.

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

If Planner could integrate our M365 calendars as well as show schedule holds from PSA, that would be super helpful in using Planner.