Admins can now browse and select from a library of Intent templates, simplifying the creation and editing process with ready-made options for common helpdesk scenarios.

How to use it:

🌎 Available for all Partners with Magic Agents✨

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Magic Agents now allows you to send Internal Replies in addition to External Replies, enabling seamless collaboration with your team.

🌎 Available for all Partners with Magic Agents✨

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Inbox now has a fresh, cleaner look while keeping all the details you count on front and center.

What’s New?

Time Pad just got more powerful! You can now attach files directly to Time Pad entries.

🌎 Available now for all users across CW, Autotask, and Halo PSAs! ✨

Admins can now easily filter, search, and sort through the list of intents, providing an efficient way to manage and view intents for specific clients or organizations.

🌎 Available now for all Partners with Magic Agents ✨

Contacts can now upload images directly in the chat while reporting an issue or submitting a request, and Magic Agents will automatically process the images to assist with faster resolutions. This new Magic AI-powered feature is here to improve troubleshooting and technician handoffs.

🌎 Available now for all Partners with Magic Agents ✨

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Autotask Partners can now automatically categorize the "Ticket Type" field along with "Issue Type," simplifying workflows and improving organization for those using both category fields.

To get started:

Magic will auto-categorize both fields when there is at least one definition set for Ticket Type.

🌎 Available now for all Autotask PSA integration Partners ✨

Thread’s latest Magic AI automation helps reduce admin overhead and keeps requests organized without the hassle of manual updates.

For more details, check out our Help Documentation.

🌎 Available now for all Partners with Magic AI enabled ✨

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Admins can now customize the expected response time for new threads in Messenger. Partners can customize a timeframe—ranging from minutes to hours—to display with contacts once a teammate has been assigned to a newly created thread.

This makes it easier for MSPs to match their communication with their organization's SLAs or response strategy and set clear expectations with customers.

Partners have long requested this update since it allows them to manage their response strategy, particularly on channels like Microsoft Teams and Slack where customers expect real-time interactions.

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Admins can now configure intent visibility in Magic Agents using the Top Levels field for Halo PSA. This enhancement offers more flexibility and precision in defining which client groups can access specific agents or intents.

Previously, admins could only choose between “All Clients” or “Specific Clients”. Now, intent visibility can be tailored using the Top Levels field in Halo PSA for improved customization and control.

🌎 This feature is now available for Halo PSA users in Magic Agents Beta!✨

Magic Agents: Parent Company Intent Visibility for Autotask!

Admins can now configure in Magic Agents using the . This enhancement offers more flexibility and precision in defining which client groups can access specific agents or intents.

Previously, admins could only choose between "All Clients" or "Specific Clients". Now, intent visibility can be tailored using the Parent Companies field in Autotask for improved customization and control.

Note: Parent relationship is not automatically synced for Autotask. So to properly use this filter, first Companies should be synced manually in Admin.

🌎 This feature is now available for Autotask users in Magic Agents Beta!✨

Admins can now configure intent visibility in Magic Agents using Company Type and Contact Type for ConnectWise integrated workspaces. This provides more granular control over which client groups can access specific agents or intents.

Previously, admins could only choose between "All Clients" or "Specific Clients" by name. Now, visibility can be tailored using ConnectWise-specific categories for better customization.

🌍️ This is only available for ConnectWise integration workspaces with the Magic Agents Beta :sparkles:

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Technicians can now auto-pause TimePad timers when switching between threads, helping prevent accidental billing for unworked time. This feature makes multitasking across threads smoother—a top request from our users as Thread improves multi-thread engagement.

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Admins can now choose whether contacts are automatically asked for device or “configuration” details when starting a new thread. This setting can be customized per customer, making it easier to tailor support as IT solutions shift to the cloud and device details become less important for troubleshooting.

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HaloPSA Inbox users can now set the Charge Type for TimePad entries before submitting, helping technicians and admins accurately match work to the correct billing rate. This mirrors how ConnectWise users can customize Work Role and Work Type for time entries.

🌍️ This is available for all HaloPSA users.

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HaloPSA users can now use Thread Planner to schedule and plan when work can be accomplished. Planner is an integrated request tracking and scheduling tool in Inbox, tailored to help MSPs plan which day a thread should be tackled and define down-to-the-minute scheduling. Inspired by decades of Agile best practices, Planner lets MSPs adopt the well-embraced practice of "scheduling" within Inbox.

With Planner, Inbox users can:

Thread Partners using the HaloPSA integration can access Planner directly from Inbox. Find it in the main left-side navigation menu under @mentions or within a thread via the Planner card in the right-side actions menu.

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Admins can now them when editing a . Technicians can now click and hold on a field to drag it up or down to create a more logical and prioritized flow for troubleshooting.

Previously, Admins were unable to change the order of questions and had to manually remove and re-add them to adjust their sequence.

🌍 This feature is now available for all partners and PSAs

Halo Partners can now automatically categorize the "Ticket Type" field in addition to "Category 1", making it easy for Halo MSPs to kick of workflows and organize their work using both categorization tools.

To get started, Admins can navigate to Admin > Magic > Categorization, select from the category options, and add plain-language instructions for categorizing each field. Magic will auto-categorize both fields if they are configured.

This was one of our most requested asks from Halo partners who rely on both Ticket Type and Category 1 to accomplish separate goals.

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The new Status Mapping feature enables users to assign custom statuses for in Inbox, Preferences, and Workspace settings. Now, with each workflow step (like starting a thread, completing triage, or confirming resolution), for each board directly in Inbox, replacing the previous checkbox for setting status to ‘In Progress.’

This update enables clear status tracking, offering teams more flexibility in managing workflows and improving user experience.

🌎 This feature is now available for all partners and PSAs, with updated Inbox workspace settings on the web and coming soon to the desktop app.

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Admins can now easily create and manage automations for common status changes, such as:

These automations help streamline workflows by moving threads to the next phase based on common triggers, like a user's initial greeting or a follow-up response to a closed thread.

Admins can customize these automations for specific boards, queues, or teams (e.g., Service Desk) while excluding others (e.g., Alerts), ensuring alignment with each team's internal processes.

: Status change automations are only triggered by events within a thread and will ignore PSA-initiated actions.

How to Get Started:

Repeat this for each board + status combination in your service desk where you want automations to be supported (here at Thread, our workspace has settings for and boards).

🌎 This is now available for all Partners

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has been updated to reflect more accurate tracking accuracy.

🌎 This is now available for all Partners