Feature Requests

One of the biggest challenges for service desk staff is managing and prioritising multiple tickets simultaneously. Rather than presenting technicians with a large queue of tickets and expecting them to determine what to work on next, Thread should provide a guided workflow that surfaces only a single recommended ticket at a time. The ticket selected by Thread should be determined using a combination of factors, including: Ticket priority and impact Request age (when the ticket was created) Existing scheduled work or appointments linked to the ticket Customer wait time Customer sentiment End-user sentiment SLA commitments and breach risk Any other factors Thread uses to assess urgency and business impact Once the technician completes or appropriately progresses the current ticket, Thread should automatically present the next recommended ticket in the queue. This would remove the cognitive overhead of ticket prioritisation, improve consistency across the service desk, and ensure technicians are always focused on the highest-value task at any given moment. Expected Outcome: A "Next Best Ticket" experience where technicians are continuously presented with the single most appropriate ticket to work on, based on Thread's intelligent prioritisation engine. This creates a more structured workflow, reduces decision fatigue, and helps ensure service levels and customer experience are optimised.

Business Need: Organizations using Thread often strive for consistent technician workflows, reporting accuracy, and time-entry standards across their service teams. Today, the Start/Stop time-tracking functionality can be configured at the individual user level, allowing each technician to decide whether they use the feature manually, automatically, or not at all. This creates inconsistency in how time is captured across a service organization. Requested Enhancement: Add a global administrative setting that allows Thread administrators to: Enable Start/Stop tracking for all users. Disable Start/Stop tracking for all users. Define a default behavior (Automatic, Manual, or Disabled). Optionally prevent individual users from overriding the organizational setting. Proposed Configuration Example: Admin Settings > Time Tracking Start/Stop Time Tracking: Enabled (Global) Disabled (Global) User Override: Allowed Not Allowed Default Mode: Automatic Manual Business Benefits: Consistent adoption across all technicians. Improved reporting accuracy and operational metrics. Reduced administrative overhead and training requirements. Eliminates differences in technician behavior caused by individual preference settings. Supports organizations with standardized time-entry policies and compliance requirements. Marco Use Case: Our leadership team is evaluating broader use of automatic time capture for service desk technicians. While the functionality exists and works today, the inability to manage the setting globally creates challenges when attempting to deploy and govern the feature consistently across an entire support organization. We would like administrators to be able to enable the functionality for all users rather than relying on individual technician configuration. Desired Outcome: Allow administrators to centrally manage and enforce Start/Stop time-tracking settings at the organization level while maintaining the option to permit user-level customization when desired.

ThreadAI-generated recap notes are visible in the Thread inbox UI and exist in ConnectWise PSA as internal notes — but they are not returned by Thread's include_messages API response. This means Super Magic and any AI skill operating on a ticket cannot see the recap, even when it was generated seconds before the API call. Current Behavior: Ticket closes in Thread ThreadAI generates a recap note and posts it as an internal note Note is visible in the Thread inbox UI ✅ Note is visible in CW PSA as an internal note ✅ Note is absent from include_messages API response ❌ Expected Behavior: ThreadAI-authored recap notes should be returned by the include_messages API response alongside all other internal notes — with the same author, type, internal, text, and created fields as any other message in the thread.

Request the ability to right-click on tickets to change the status from Inbox - similar feature in ConnectWise/Manage. Fast update then clicking into the ticket to update the status.

Some of our technicians have asked about in Thread Inbox in the TimePad section, if when they manually type in numbers (let's say if they forgot to start the timer when working on the ticket for instance), that whenever they type "2" for instance and then enter it defaults to AM. They said it would be nice to have Thread know what the time actually is via the timezone setting, and then put AM or PM from there accordingly. In addition to this, they want the ability to type in militray time, so "0821" it should know it's 8:21 AM, or 1421 and it knows it's 2:21 PM.

Add clearer visibility for ConnectWise PSA ticket resolutions within Thread. Resolution entries are currently difficult to identify because they appear buried in the TimePad pod and are not clearly labeled in the Notes pod. Requested improvements include adding a visible badge, label, or indicator when a resolution exists, making resolution entries stand out from regular notes, and showing resolution status clearly even in collapsed views.

It is critical for payroll that our techs match up the start times and end times for all tickets throughout the day. Manage autopopulates the start time with the end time of the previous ticket -- we would like to match this behavior in Thread.

This request is for ‘Customer Updated’ checkbox (currently available in ConnectWise) to be surfaced directly within the Inbox interface as well. This feature would allow users to quickly acknowledge and clear notification statuses when a client replies to a ticket—especially when responses are low-impact (e.g., a simple “Thanks”). Benefits: • Reduces inbox clutter and notification fatigue caused by trivial client responses on closed tickets. • Improves efficiency by letting users clear unneeded alerts directly from the Inbox with one click.

My company's policy is that time entries must be entered in 15min increments. It would be great if we had a global preference for TimePad that enabled us to select a default time increment for entries generated via TimePad.

As a tech, if I input a time entry that signals that I’ve contacted a customer, and if the content isn't inherently available within the Thread body (ex: Tech responded to a phone call), I want TimePad to be smart and remove flags that signal that the customer hasn't been responded to. I may also want for the ticket's status to change to reflect the most accurate status (ex: auto-update from 'waiting for response' to 'resolved')