Feature Requests

We use duo for push notifications and authenication codes and want to be able to use that with the desktop app for inbox.

Current state - Engineers don't always get the best results out of Ask Magic they prefer to use an agent without ticket context or other built in context. They are often turning to other tools. Future state - it would be great to have the ability to select Claude, ChatGPT, etc and also the option to turn off any ticket / Thread context. This would let them use their own custom prompts on a base model without the context.

When merging tickets in Halo, users who are not listed as contacts on the resulting parent ticket are still being added to the Teams chat by Thread. This creates unnecessary notifications and chat clutter for users who are not involved with the ticket. Having more granular control to prevent non-contacts from being added to the chat during merges would reduce noise and improve workflow efficiency for our team.

Request the ability to select and notify a specific, named member (not just a role or team) within a Thread Flow when the sentiment score is low. This would enable faster, more accurate response times, as the current Teams Channel notification option is too noisy due to all ticket updates. Direct member notification would reduce noise and ensure the right person is alerted promptly.

Need the ability to create custom prompt for a more detailed structure approval message

Our team receives client complaints about premature email replies triggered by Listen Mode for emailed tickets, while chat tickets do not have this issue. Having the ability to set different Listen Mode timings for chat and email would help us reduce these complaints and improve our workflow. Independent control would ensure email nudges are not sent too quickly, matching the expectations for email response times without affecting chat responsiveness.

Are you able to make the Teams Webhook functionality available on your Statuspage https://support.atlassian.com/statuspage/docs/set-up-microsoft-teams-integration/ We are moving from Slack to Teams internally and would love if we could subscribe to the Thread Statuspage notifications in Teams.

When users reply to email threads and answer questions inline (within the body of the previous email), Thread does not capture these responses. As a result, the AI agent repeats questions, and Human Agents must leave Thread and check Halo PSA to find the answers. This disrupts workflow and reduces efficiency. Capturing these inline answers directly in Thread would streamline ticket handling and improve agent productivity.

Elizabeth Skoufalos requests the ability to use 'is not' as a filter condition for Status when creating a view in Thread's Inbox. This would allow her to exclude tickets that are 'on hold' or 'future scheduled', ensuring only currently actionable tickets appear in the view. This improvement would streamline workflow and reporting by focusing attention on tickets that require immediate action.

Currently, the Thread + ITGlue integration allows searching standard configuration fields such as device name, serial number, asset tag, device type, and location. However, “Last Login User”—a standard field in ITGlue configuration records—is not searchable through Thread’s slash command or ticket interface. Adding support for searching the “Last Login User” field would: Allow technicians to quickly identify devices based on the most recent user activity. Improve troubleshooting and asset tracking workflows, especially when user-based device assignments are common. Enhance the value of the integration by leveraging all standard ITGlue configuration fields, not just core asset identifiers. This feature would help MSPs streamline support and make the Thread + ITGlue integration more comprehensive and useful for real-world scenarios.