Feature Requests

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.

We require more granular admin/member roles for read/edit access—as there's only two role types right now (admin or messenger). We require more control over who has access to Flows, Magic Agents, Messenger Settings, Deployments, etc.

Support Security Assertion Markup Language (SAML) authentication for Thread Inbox, as many MSPs use third-party authenticators and don't want to be bothered with managing Microsoft SSO on-top of everything, so they're trying to consolidate everything with Okta—as an example.

is it possible to add a Breach timer for a view I created for new incoming chats

Magic AI notes don't currently show in Autotask. With Magic AI title changes this can lead to significant loss of information and techs actioning tickets incorrectly

When a customer calls in, technicians have no easy way to create a contact within Thread/PSA

We need more granularity in syncing options. Specifically, users should be able to: Restrict Syncs by Company/Contact Type: Allow admins to specify which types of companies and contacts are included in syncs. Control Company Status Sync (Active/Inactive): Provide options to manage whether the sync includes inactive companies or is restricted to active ones. This feature should adapt to the specific capabilities of each PSA (company statuses in ConnectWise Manage for instance). Use Case: Larger MSPs require this functionality for better onboarding and management workflows. These controls ensure more precise data handling, reduce clutter, and allow for a tailored experience based on their unique operational needs. Impact: Enhances day-to-day management of data syncs. Reduces errors and unnecessary data clutter (seeing inactive companies/contacts in Thread Inbox).

I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket. It is important for us to be able to review a ticket to see who may have made changes to the ticket. For example, when I closed a Thread through inbox, It does not show my name on it anywhere.

As a views user, I want to filter by: Type (Issue Type in Autotask) Sub-Type (Sub Issue Type in Autotask), Item

Something that my service manager/dispatcher has been begging for ever since he stopped using salesforce is a way to see what other users/technicians are actively viewing a thread. Ideally, some sort of sticky indicator that shows their profile icons or names. This would allow techs to more readily tell when they're about to step on eachothers toes when working a thread together. Additionally, dispatch can be streamlined, as if the dispatcher sees a technician peeking at a ticket, it could serve as a chance to 'volunteer' them for resolving it ;)