Feature Requests

Add a setting in the Thread-Slack integration to prevent the admin account that authorized the app from being automatically added to every Slack channel created via the 'Open in channel' action on a Slack card. Currently, when any user clicks this button, the admin account is pulled into the channel and shown as the inviter, even if that admin has no involvement with the ticket. This causes confusion, privacy concerns, and requires purchasing an additional Slack license to work around by using a separate generic admin account. A configurable option should allow admins to disable auto-joining and ensure invite attribution correctly reflects the actual user who initiated the action.

Currently, the Teams Companion App sends internal notes along with ticket updates into the linked Teams channel or chat, which can create unnecessary noise for users. The request is to add a setting or configuration option that allows administrators to suppress or filter out internal notes from being posted in Teams, so only relevant customer-facing information is shared. This would help reduce clutter and improve focus on actionable updates within Teams notifications.

currently the submission form in Slack only allows the user to submit a "title" and "details". If they want to include images or attachments, they need to submit the request, then send another message. would be nice to be able to include in the original message. Low priority feature.

This will help in situations where the customer is replying to an old chat or another ticket with a different subject and wrong ticket causing it to re-open.

Currently, the Teams Companion App creates a Teams chat and sends ticket information to the Teams channel immediately upon ticket creation, even when the desired workflow is to trigger this only after the status changes to 'New'. This results in premature notifications and additional noise, including internal notes being sent to the channel. The requested enhancement is to allow configuration options that delay Teams chat creation and channel posting until a specified status is reached, and to provide an option to exclude internal notes from being sent to Teams to reduce clutter.

Users of the Thread Teams app are missing ticket notifications because they are not alerted when their authentication expires or they are signed out. This results in missed communications for days until they manually notice and sign back in. An automatic alert or notification when users become unauthenticated would help ensure timely ticket responses and reduce missed messages. This would improve reliability and user experience for MSP clients relying on Teams for ticket communications.

Enable automatic notifications in both Thread and the Slack Companion app when a Resource is added to a ConnectWise Manage ticket. Currently, only ticket owners may receive updates, and resources do not see the ticket in Thread or receive alerts. The requested feature should ensure that any user assigned as a resource can immediately view and work on the ticket within Thread, and get notified through Slack. Additionally, allow filtering and viewing tickets by Resource to improve visibility and collaboration.

Current error messaging in Thread chat prompts users to create a new request each time an error occurs, leading to multiple tickets and excessive email notifications. Updating the messaging to ask users to be patient while the ticket is entered would help keep communication in a single ticket, reduce noise for senders, and save dispatch time on merging duplicates. This change would improve the overall user and dispatch experience.

Teams now has Sections. On the client side it would be great to be able to auto add new Threads to a Thread section in Teams. Users with a lot of tickets are saying their teams are crowded and hard to use for other purposes.

Allow users to customize the actions section of the ChatGenie Slack Bot alerts. This includes the ability to modify or remove default actions, add new action buttons, and tailor the alert layout to specific workflows. For example, users could streamline alerts to a concise 1–2 line format and include only relevant buttons such as 'View Ticket' and 'Assign Ticket'. Customization options should provide flexibility in formatting, fields displayed, and available interactions to better support organizational use cases.