Feature Requests

Partner would like the ability to reset the "used" numbers/counts for each intent in the live chat service catalog. This could be either an on-demand reset or a periodic reset. Partner is requesting this as it does not appear to be currently available, and they would like Thread support to confirm whether this can be done from the Inbox backend as well.

Our team would greatly benefit from the ability to schedule recurring reports directly within the dashboard. This feature would allow us to receive a weekly summary automatically, eliminating the need to export reports manually each time. It would streamline our workflow and integrate seamlessly into our internal review process.

It would be extremely useful if we could send reports to multiple recipients, each with different permission levels. This feature would enhance our ability to share information efficiently within our team, ensuring that each member receives the appropriate level of detail according to their role.

I appreciate the ease of pulling reports, but it would be beneficial to have the option to schedule a monthly export automatically to a shared folder. This would save time and effort compared to downloading it manually each time.

It would be helpful if the report builder could support custom date comparisons, such as month over month and year over year, within the same view. This feature would provide more flexibility and insight when analyzing data.

Hi Thread team, I'd like to request a Thread Adoption Report — a way to measure how much of our ticket work is actually happening inside Thread versus directly in the PSA. What we're looking for: At a minimum, a report or dashboard that shows: Per member: number of tickets where the technician took at least one action in Thread (note, reply, time entry, status change, etc.) vs. total tickets in a given time period Raw counts: e.g., "John worked 47 of 120 tickets in Thread this month" Ideally, more granular data would also be useful: Per ticket: what percentage of activity (notes, replies, time entries) originated from Thread vs. the PSA UI Breakdowns by board, client, or date range Exportable (CSV or similar) for use in our own reporting tools Why this matters: We're actively trying to drive Thread adoption across our team. Without visibility into who is and isn't working tickets in Thread, it's very difficult to coach technicians, measure progress, or demonstrate ROI to leadership. For reference our team use ConnectWise PSA, though I'm sure other companies with different PSAs would benefit from this too. Thanks for the consideration!

Partner is UK-based and is requesting two enhancements to the ROI Value Realization dashboard: 1) The ability to change the currency from the default (USD) to other currencies such as GBP, to better support non-US based MSPs. 2) The ability to manually input a fully loaded technician cost value, rather than being locked to a preset or calculated figure. These changes would make the dashboard more flexible and accurate for international partners.

Partners want the ability to generate ticket reports in Super Magic filtered by Site within a specific company. For example, querying all tickets for company "CPL" broken down by site "Fairport". Currently, Super Magic does not support Site-level filtering when generating reports, making it difficult to get granular, site-specific insights for a company.

Partners need the ability to schedule recurring reports on a per-client basis (e.g., every 30 days) directly within Thread. Additionally, an API endpoint for report data is requested to allow automation through third-party tools such as REWST. Currently, Thread only offers manual reporting via the Analytics page with no scheduling or API capabilities. This would significantly improve operational efficiency for MSPs managing multiple clients.

Generate comprehensive client health reports . Continuously monitors resolution rate trends, escalation history, and sentiment, allowing you to walk into client meetings with data-driven training recommendations and proof of value. This would be great to drastically provide value to the customer.