Feature Requests

When we add an AI license to a specific account the AI credits already consumed by that account should be returned to the pool since the license is then providing those credits.

Usually the boards we're excluding is far more than the boards we're including. Takes more time

Description: Enhance the Admin UI Analytics module by adding an option to export data into Excel or CSV formats and/or schedule the analytics report to be sent via email. This feature would allow users to analyze metrics — such as AI Accuracy, reassignment trends, and other performance indicators — outside of the platform. Users could archive reports, share them with leadership. Benefits: • Improved Reporting: Easily share analytics with stakeholders who do not have Admin UI access. • Time Efficiency: Eliminates the need for manual data extraction, saving significant admin time. • Better Decision-Making: Streamlined access to actionable insights supports faster, data-driven decisions. • Audit & Compliance: Creates an exportable record for auditing and historical analysis.

It would be great if we could search/filter/sort the whole sheet however we'd like. Currently only being able to search by client name makes the rest of the data on the sheet pretty useless especially since the pagination is so limited.

We would like the ability to add our holidays to our office hours original headline: As an administrator I want to be able to set up holidays in the admin panel to prevent users from initiating live chats on holidays

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.

Some clients request only email communication or no email communication. It would be good to be able to set that at the client level in admin.

The license types per account should just be check boxes or toggle buttons in the view on Plans & Licenses instead of hidden behind a menu. The information is already being displayed on the screen so why not make the buttons fewer clicks to get to.

There are AI tokens being used for accounts that are irrelevant that I would want excluded from the counts. For instance our internal org, or "AutoTask Corporation" which is just a default account placeholder. Or our Vendors who we also have in our PSA. All of those do not need AI or any AI credits being used against them.