Feature Requests

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.

Add the ability to switch the two-factor authentication method for all workspace users, including admins and standard members, from email-based verification to app-based verification using authentication apps such as Duo or Google Authenticator. This feature would improve security by reducing reliance on email, which can be more easily compromised, and should apply to all login points, including Messenger sign-in.

What I value most about Ask Magic isn't the AI experience itself, it's the access to the underlying data. I'd love to be able to query that same data from a more capable LLM Being able to connect M365 Copilot as well as Claude and even ChatGPT using Apps via MCP to query ticket and KB data would be a massive value-add and, frankly, a huge selling point

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.

Currently, Thread generates TimeZest scheduling links using a URL-based format (user URL + appointment type + ticket number). This approach does not allow for proper association with tickets in ConnectWise Manage unless the TimeZest plan is upgraded, resulting in inconsistency between bookings created via Thread and those created directly from the TimeZest pod in ConnectWise. Supporting TimeZest’s system-generated scheduling URLs, or enabling Thread to pass enough context for automatic ticket association, would keep scheduling consistent across tools and significantly streamline the workflow for IT Operations. This enhancement would reduce manual steps and improve integration reliability for MSPs using Thread and ConnectWise.

We use Halo custom fields to segment our clients. It would be beneficial to be able to sync those custom fields to Thread and use them as filters for flows. An example would be a client with a specific contract has a particular SOP for an event. We want to build automation around this to ensure things don't fall through the cracks.

Currently, when you have the CWM/PSA integration setting of 'Log Magic AI activity in PSA' enabled an update is made to the ticket via the API and the call has the "processNotification" value set to True. This causes a lot of unnecessary emails being sent out every time Thread makes an update to the ticket. Instead, just set the value to False in your POST to the API and we won't be inundated with emails when Thread updates the ticket. To be clear, this change should only be for the logging it does. Not for other ticket updates, although the option to configure it would be nice too.

Todd Daigle requests the ability to selectively sync clients from Halo into Thread, rather than automatically syncing all clients. This would help reduce the number of clients managed in Thread and provide more manual control over which clients receive responses. Currently, there is no way to mass select or disable clients in Thread, making manual management difficult.

More google clients are starting to use this as an alternative to Slack when they are a google client. It would be great if we could have an integration here like we do for Slack and Teams.

We'd like Thread to integrate into NinjaOne RMM