Feature Requests

It would be helpful to add exclusion controls to Client Intelligence so ticket metrics focus on meaningful support activity. Today, alert and proactive tickets that are auto-closed or low priority can heavily inflate ticket counts in both the Client overview and contact sections. This makes the insights harder to interpret and less reliable. Why it matters Client Intel is intended to be used by Technical Account Managers as part of QBR preparation. When metrics include tickets that teams intentionally do not care about, it creates noise and reduces trust in the insights. Idea Allow excluding specific boards or ticket types such as alert, proactive, or auto-closed tickets from Client Intel calculations.

We would like to be able to see client emoji reactions to messages in Thread from Teams

We would like the ability to add our holidays to our office hours original headline: As an administrator I want to be able to set up holidays in the admin panel to prevent users from initiating live chats on holidays

Some MSPs have specific SOPs attached to Subtypes or Items. If a mis-categorization occurs due to poor/incorrect information in the request, an incorrect SOP could append to the ticket and misguide a technician. Would like to be able to select an Ignore checkbox on subtype/item level the same way we can on the Ticket Type level. This would allow the partner to verify/correct ticket information before selecting an Item, if that is their preferred flow.

Request for Thread to automatically submit time entries to Halo tickets whenever the Bot responds to a client, including time savings from any custom intents. Time should be tracked and logged against the ticket by the bot, either as individual entries per action or as a cumulative total in the wrap-up message at deactivation—whichever is most efficient. This will allow tracking of both direct technician work and indirect labor savings from Thread’s triage and troubleshooting. Preferably, time entries should be clearly tagged or categorized to distinguish bot activity from technician time.

I'd like to be able to set the company name I'd like to use, instead of the one already registered in Thread. Custom pronunciation allows me to replace a term with a sentence; however, it doesn't allow me to replace a sentence with another sentence/term. If my company have many words (separated by space), custom pronunciations wouldn't allow me to do that.

Currently, there is no visible option to embed or display images directly within the Triage bot's responses. Adding this feature would allow MSPs to provide richer, more visual support experiences, such as step-by-step guides, annotated screenshots, or branded content. This would improve clarity and engagement for end users, especially when troubleshooting or sharing instructions.

Allow MSPs to customize the authentication email sent to clients when signing into the Thread portal for the first time. This would let partners tailor the message, branding, and instructions to match their onboarding process and client expectations, improving clarity and user experience.

MSPs often collaborate with internal IT teams of co-managed clients. To facilitate this collaboration, MSPs want to invite co-managed technicians/agents to the Thread Inbox. However, it's crucial that these invited co-managed technicians only have access to their specific company's tickets, ensuring they cannot view or interact with tickets from outside their company.

Request to include the Dutch voice 'Jeroen – Clear storyteller' (VoiceID: 4b250449-c635-4b63-bd1d-b654b12ffcd4) in the Cartesia Voice AI selection dropdown. The voice has been tested and found to be pleasant, clear, and well-suited for Dutch-speaking audiences. Adding it will support ongoing local market testing, improve the experience for Dutch users, and assist in preparation for the upcoming European Voice AI launch with full multi-language support and regional compliance.