Feature Requests

Use case: adding an external vendor where they aren't setup as a contact under the company in CW.

Integration for screenconnect for Super Magic because CW RMM has limited capabilities supermagic could utilize ScreenConnect to run scripts, workflows, and pull information.

IT Glue notes to sync to the Client intelligence company notes so that way the triage agent and super magic have knowledge of the notes, and we’d be able to surface it for the techs as well through super magic. Apparently this was talked about doing this at one point but we have not heard anything about this recently. This would be a really great way to expand upon the Thread and ITGlue integration.

We would like to receive project tickets in Slack, Microsoft Teams and Inbox channels, with the ability to update notes as well.

Add the ability to choose which communication channel Flow-generated replies are sent through instead of automatically using the ticket's original channel. This would allow teams to send automated email updates for tickets created by phone calls or chat conversations, improving flexibility for end-of-day updates, follow-ups, and status-based notifications. The request also supports broader automation use cases where communication methods need to be customized based on workflow requirements rather than ticket origin.

Partner is building a Service Coordinator Copilot skill designed to act as a queue management assistant for their help desk. The skill needs to: (1) filter tickets based on Autotask ticket categories, which are currently not readable by Thread's AI; (2) identify and filter by team membership/assignment (e.g., only flag tickets assigned to SD team members, ignore tickets assigned to non-SD staff); (3) perform queue-wide, cross-ticket analysis including workload counts per tech, SLA breach scanning across all open tickets, and sentiment monitoring across the full queue. Currently, Skills are scoped to individual ticket contexts and cannot perform multi-ticket or queue-wide queries, and Autotask category/UDF fields are not passed to the AI. These limitations prevent the skill from filtering out tickets that should not be flagged and from providing the holistic queue visibility the SC Copilot requires. Partner is evaluating Claude MCP as an alternative due to these gaps.

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.

Beta currently provides a "write" merge permission but does not include a separate bundle permission needed for bundle and merge workflows.

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