Feature Requests

Can the knowledge base list the ticket #'s that are related to the article?

I would like the emails branded, so the code verification should come from my domain either using my own mail service or setting up SPF / Relay permissions for chat genie with SPF and DKIM. Baring that at a minimum the message 'Great. Please enter the verification code sent to your email.' should be updated to show 'Great. We sent an email from help@chatgenie.io with a code to verify your email, can you please enter the code below' or similar.

Generate comprehensive client health reports . Continuously monitors resolution rate trends, escalation history, and sentiment, allowing you to walk into client meetings with data-driven training recommendations and proof of value. This would be great to drastically provide value to the customer.

AI that can identify trends in client's ticket history. Many times "band-aid" fixes are applied to individual support sessions when those symptoms could be indicative of greater issues. Something that automates this process and potentially reports that to the account managers could go a long way in providing long-term resolutions.

This feature would allow administrators to define specific ticket statuses that automatically disengage the triage agent when a ticket moves into them. The purpose is to prevent the triage agent and Magic Agent from interacting with tickets that have been intentionally handed off to a client’s internal IT team. Problem Some clients have internal IT staff who actively work tickets through the portal. These users can view tickets, add notes, email users, and update statuses just like a normal requester. Because they are not ConnectWise members or thread participants, their updates appear as standard user activity. When a ticket is in listening mode, the triage agent interprets these updates as user responses. This can cause the Magic Agent to respond to the internal IT team or perform automated actions. In some cases, when internal IT marks a ticket as resolved using their own status, the triage agent interprets this as a user confirmation and automatically moves the ticket to an agent closed status. This overrides the intended workflow and can create confusion or reporting issues. Proposed Solution Add a configuration option that allows administrators to define one or more ticket statuses that automatically disengage the triage agent. When a ticket moves into one of these statuses, the triage agent should immediately stop listening and ignore further updates on that ticket. This should apply regardless of who changes the status and should prevent the Magic Agent from responding, analyzing messages, or automatically changing the ticket status once the disengagement status is reached. Benefits This feature would prevent automation from interfering with tickets that are intentionally handed off to a client’s internal IT team. It would preserve client specific workflows, prevent unintended status changes, and ensure that the triage agent only operates on tickets that the MSP team is actively managing. Use Cases An MSP moves a ticket into a status such as “Internal IT Assigned” to signal that the client’s internal IT team will handle the issue. When the ticket enters this status, the triage agent automatically disengages so it does not respond to internal IT updates. Later, when the internal IT team resolves the issue and sets the ticket to “Client Resolved,” the triage agent remains disengaged and does not automatically move the ticket to an agent closed status. This preserves the intended workflow and keeps automation from interfering with client managed tickets.

Our technicians are frequently on client sites and need to stay mobile throughout the day. Having a dedicated Android and iOS app for Inbox access would allow them to chat and follow the same workflows as the desktop version, improving communication and productivity while away from their computers.

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.

Protect portal with MFA

ummary A lightweight Thread mobile/iPad app designed for engineers on-call, AFK, travelling between client sites, or focused on core project work — while giving managers/SDMs access to real-time service insights and escalations. Problem / Need Right now, escalations and critical signals rely on desktop-based workflows. When team members are off their primary device (on the road, at a client site, or in deep-work mode), visibility drops and response times increase. Managers and SDMs also lose situational awareness when away from their desk, limiting their ability to make timely decisions and maintain quality standards. Mobile Escalation & On-Call Mode Push notifications for escalations, VIP tickets, aged tickets, or automated triggers from workflows. Quick-respond actions: acknowledge, assign, call back, add next step. “On-Call Mode” toggle: auto-routes urgent tickets to the active engineer. AFK / On the Road Support Snapshot of active tickets, priority items, and SLA risks. Voice-to-text for quick updates (great for driving or between sites). Ability to log time and add Next Steps without a laptop. Manager / SDM iPad Dashboard High-level operational insights in a clean tablet layout: WIP by engineer SLA heatmap Escalation flow Queue health (Helpdesk, Alerts, Security, etc.) On-call load and after-hours trends Tap-through detail for coaching, accountability, and decision-making. Value & Impact Standards: Keeps SLA, communication, and escalation standards consistent even when staff are AFK. Quality: Faster acknowledgment, clearer next steps, fewer stale tickets. Efficiency: Reduces friction for engineers and improves responsiveness during mobile/on-call scenarios. Visibility: Gives leaders real-time clarity to support teams and manage load. Safety & Accountability: Ensures no critical ticket or security event gets missed due to device dependence.

It would be great to be able to import and export flows and channels for the recreation of a workspace.