Feature Requests

Request for a filter in Thread Inbox that allows users to view tickets based on the amount of time entered, including tickets with zero time logged. This would help teams quickly identify tickets that may need attention or follow-up, improve time tracking accuracy, and streamline ticket management for both individual users and teams.

We would like better handling of merged threads in Autotask so that if a ticket is merged into another ticket, it shows as the correct status in Inbox and ideally shows as merged.

We would like the ability to securely share specific ticket details with clients via a public or client-accessible link. This would allow us to provide transparency on selected tickets without granting full portal access. The shared view should, by default, include the full ticket timeline and standard notes, with granular options to additionally include or exclude elements such as: Internal notes Time entries Attachments System or automation notes

Currently all PSA Work Roles and Work Types are available in TimePad regardless of any Role/Type filters on individual queues. Would like to see TimePad match filters applied to Queues.

It would be awesome to have the timer automatically start when viewing a ticket and stop when you move away. The general consensus is that when you're looking at a ticket, you're working on it.

Currently, when users attach images or files using the '+' (Attach file) option in Microsoft Teams chat, these attachments do not sync into Thread Inbox or Autotask. There is no indication or warning to users that this method will not work, leading to confusion and missed information. Requesting a feature that provides a clear notification or warning in the Thread Teams App when users attempt to attach files in Teams chat, informing them that these attachments will not sync to Thread or downstream PSA tools. This will help users avoid confusion and ensure critical files are shared correctly.

Allow configuration and inclusion of custom SIP headers when routing calls from Thread Voice Agents to external contact centers (e.g., Webex Contact Center). This would enable passing specific parameters (such as contact info, call reason, and categorization) seamlessly during call handoff. Ideally, this feature should support bidirectional integration, so external contact centers can also pass calls into Thread Voice Agents with SIP headers for targeted automation tasks. This would greatly enhance integration flexibility and automation for organizations using hybrid AI and traditional contact center workflows.

Today, Attendant asks technician to accept the call, then it asks for their name (so that they can assign the ticket to them). Only then, it transfers the caller to the technician. The proposal here is to allow Attendant to skip this extra step and connect the caller to the technician right away. Things to consider: Can we create tickets without a member assigned to it? Do we want to support a default member id to assign to those newly tickets What if the caller is talking about an existing ticket, assigned to a different member? Add a flag to admin, so I can choose when to turn this on/off

Add functionality to export all knowledge base documents in bulk as PDF files, including full metadata such as author, creation date, and tags. This feature would allow users to easily archive or share their entire collection of knowledge documents in a portable, consolidated format. Currently, there is no built-in option to perform bulk exports with metadata, limiting external use and backup of these resources.

Partners managing companies with multiple locations need a way to filter inbox views by “site”. The requested feature would introduce “site” as a selectable filter, enabling users to quickly create views showing only tickets for a particular site within a larger organization. Benefits: • Improves visibility into site-specific issues and trends • Enables faster response to location-based problems • Simplifies management of companies with multiple sites and large user bases