Feature Requests

We would like to sort threads in inbox by time to breach plan by and resolve by SLA Sort order Most Breach Closest to Breach We'd also love the ability to sort threads in views by the lifecycle of a status (New -> In progress -> Awaiting customer reply)

Right now, Reminder Agent doesn't distinguish between OOO auto-replies and actual responses.

The word “bot” does have some negative connotations, so I’d rather give you the option to either change it or remove it completely.

Need the ability to edit or delete internal notes or replies from within Thread. Right now, if someone deletes a note in the PSA, it doesn’t reflect in Thread Inbox—which ends up confusing the techs since the info still shows up there.

We would like to be able to change the status when a Flow runs.

Ability to exclude Contact Types from the Reminder Agent being triggered, as there's some high-profile contacts that should not have reminder agents auto-close threads if there's no response.

We want the ability to loop in the site contact in the final reminder from the reminder agent. To notify the site contact that we are waiting a response from the user and we've already followed up a few times & haven't heard back - we will be closing this ticket & if the user still wants this to be resolved, ask the user to follow up with us.

We have different security roles in place for our Connectwise Manage users. Our Help Desk users cannot assign "Closed" statuses, for instance. However, when they work on tickets through Thread, Thread has full admin access through the API, and it allows the Help Desk users to bypass some of the role settings (such as setting "Closed" statuses). This shouldn't be.

I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket. It is important for us to be able to review a ticket to see who may have made changes to the ticket. For example, when I closed a Thread through inbox, It does not show my name on it anywhere.