Enable Thread Intents to Validate Uploaded Documents for Ticket Automation
M
Mark Marquez
Partners would like to have the ability to automatically detect and validate if a document (such as images, PDFs, or Word files) have been uploaded to a ticket. Currently, partners rely on ConnectWise forms for document upload and validation, but this limits workflow automation within Thread, where this could be done using a Thread Intent instead.
A
Ariel Juarez Vargas
Fully support this request.
Enabling Thread Intents to validate uploaded documents would significantly improve automation and reduce manual intervention in ticket workflows. Today, relying on ConnectWise forms limits flexibility and creates process fragmentation between systems.
With document validation directly within Thread, we would gain:
Improved automation accuracy – Tickets could automatically progress only once required documentation is attached.
Better user experience – Customers wouldn’t need to navigate external forms to complete required steps.
Operational efficiency – Reduced manual follow-ups from technicians to confirm attachments are present and valid.
This enhancement would meaningfully streamline ticket intake and improve SLA performance for partners managing high ticket volumes.