Feature Requests

Thread should have a sync with ConnectWise for Credit Hold status where it shows a pop-up/banner notifying the technician if a client is on a Credit Hold. Currently there is no banner or anything notifying technicians when a client is on Credit Hold status in Thread. This is very important as the technician may do work for the client when they are not supposed to until the Credit Hold status is lifted. Ther key features would include: Dynamic sync of the CW Credit Hold flag (not a manual field) Technician-visible warning when opening a thread for a held client Parity with ConnectWise's native pop-up behavior This is a billing risk that really needs to be addressed

We use the Thread integration for Autotask and would like to be able to amend a few things on the ticket from the inbox. If possible, could the integration be updated to allow the due date of a ticket to be modified from the inbox view. Could we also request that the option to both add/remove and interact with checklists on Autotask tickets be made accessible in the inbox view

Add the ability in Thread Admin to set a default note type when adding notes to Autotask tickets. This note type should be passed to Autotask so workflow notifications can be configured based on it. The feature would allow users to create inclusion-based notification rules that distinguish notes added via Thread from those added directly in Autotask, improving workflow automation and notification management.

Please create a functionality option for Pia SmartForms content to be populated after the form is filled out as a discussion note in Thread so the CC'd contacts on the ticket can see the contents. We have a client who is using Thread and SmartForms to input User Add and Remove requests where they typically CC several internal team members so their team internally can address the portions of what is needed for the user add or remove. Currently, after a SmartForm is submitted it just shows text that it was submitted and does not populate the contents into a discusssion note in Thread. Is this something that Thread could take that output and include it in a discussion note so all other contacts on the ticket could see the submitted SmartForms content?

Having had a conversation with Super Magic, there is a fairly easy modification that can be perform to the Thread core Flows and REST API for ConnectWise-Manage PSA per what Thread has self-identified. Here is the Summary of the conversation: Summary This proposal represents a clean, metrics-safe, fully automated CSAT survey workflow built on capabilities that already exist in ConnectWise today and are partially available in Thread. The manual proof-of-concept has been validated. The API path is confirmed. The only gap is Thread surfacing the note-edit capability as an automated Flow action with proper routing logic. We believe this is a high-value, relatively low-effort enhancement that would benefit the broader MSP community using Thread + ConnectWise — not just Ally Office Solutions. We look forward to discussing this with the Thread team. Document prepared by: Ally Office Solutions / Ally Technologies AI Research & Documentation: Thread Super Magic Date: August 3, 2026 Contact for follow-up: cmilczarek@allyitpro.com Please see on page 22 Thread's proposal with a tag-line of "Chris M: Yes, please draft the document."

Eric Robinson from Dazzee IT Services has set up a co-managed space in Halo PSA, allowing clients to work their tickets in the tenant and share them as needed. Currently, Thread's integration settings only allow selecting one ticket type for all Thread-created tickets, which limits workflow flexibility. Eric requests the ability to select different default ticket types per client within the Thread/Halo integration. This would improve workflow by aligning ticket types with client-specific defaults and workflows, reducing manual adjustments and ensuring proper ticket categorization.

When a user is removed from the CC field on a ticket, they should also be automatically removed from the associated Teams group chat. This is needed to prevent mistakenly CC'd users from retaining access to ongoing ticket communications in Teams after being removed from the ticket, which poses a risk when sensitive information is shared in the chat thread.

Allow Slack alerts to trigger when a client responds to a ticket via Thread, similar to how alerts currently work for email-based ticket updates. This would improve the platform by ensuring technicians are notified in Slack whenever a client responds through Thread, preventing missed ticket updates.

Partner is requesting read-only visibility into HaloPSA Quotes and Projects data within SuperMagic (Thread's AI agent). The support team currently struggles to identify whether a project already exists and where it sits within the process or ticket workflow. The request is specifically for retrieval/display of Quotes and Project details only -- no actions would need to be taken from within Inbox on these records. This would help technicians get context on existing projects and quotes without leaving Thread.

Partner is requesting a publicly available, open API to connect traditional (non-AI) third-party tools directly to Thread. This would allow integrations beyond the current built-in options, enabling more flexibility for MSPs to connect their existing toolsets to the Thread platform.