Feature Requests

Add support for Thread TimePad to use each member’s default Work Role and Work Type from ConnectWise Manage instead of always falling back to the board default values. Users with custom defaults such as Staff Aug are currently seeing time entries automatically set to Technician/Remote on most tickets, requiring manual correction for every entry. The request is for Thread to reliably sync and honor per-user Work Role and Work Type settings from ConnectWise, ideally during member sync or initial load, so custom member configurations are consistently applied across tickets.

Add a configurable "snap to interval" option for auto-dispatch scheduling, allowing MSPs to round scheduled start times up to the nearest interval (e.g. 15 or 30 minutes). For example, if a technician becomes available at 6:12 PM, the schedule entry would snap to 6:30 PM instead.

Partner is inquiring whether Thread has plans to expand their support team to provide 24/7 support coverage. This represents a request for extended support hours beyond current availability.

Partners need the ability to automatically detect repetitive tickets from the same client and alert both the assigned agent and the SDM. The ideal behaviour would be: Alert triggered when 3 or more tickets from the same client are logged on the same day for the same or similar issue. Alert triggered when the same issue is logged by the same client across 3 consecutive days. Thresholds (number of tickets, time window, consecutive days) should be configurable per workspace. Alerts should notify both the SDM and any agents currently working on related tickets, so multiple agents handling the same client are all aware. Future consideration: option to auto-create a problem ticket when thresholds are met. Use case: An MSP client was logging multiple tickets daily about the same issue, but SDMs were not identifying the pattern. This feature would surface that pattern automatically and prompt escalation or investigation before it becomes a larger problem.

Summary Allow skills to be scheduled to run automatically on a recurring basis — without requiring them to be embedded inside a Flow. Current State Skills can only be triggered manually by a technician or admin in the Super Magic interface. The only path to automation today is embedding logic inside a Flow, which is designed for event-driven ticket actions — not time-based operational sweeps. Requested Behavior From the Skills catalog, allow an admin to set a schedule on any skill (e.g. daily at 6:00 AM CT, weekdays only) The skill runs automatically at the defined time, scoped to the configured workspace Output is delivered to a designated inbox, channel, or member — configurable per skill The run is logged with timestamp, output, and any telemetry the skill produces Manual "run now" remains available alongside the schedule Use Case Our OIT (Overnight Intake Triage) skill sweeps two boards every morning for unhandled overnight threads. Right now a technician has to remember to trigger it. A 6:00 AM scheduled run would surface unhandled threads before the first tech even opens their inbox — with zero manual effort. This pattern applies to any recurring operational skill: shift briefings, stale ticket sweeps, backup review checks, SLA risk scans, etc. Why Not a Flow? Flows are ticket-event-driven. A time-based board sweep has no triggering ticket — it's a proactive operational check. Forcing it into a Flow architecture is the wrong abstraction and adds unnecessary complexity. Priority Justification Scheduled skills turn Super Magic from a reactive tool into a proactive operations layer. The value compounds with every skill that has a natural cadence.

We want to build Super Magic Agents that manage tickets in Customer Updated status. The problem is that Super Magic can change the status but can't clear the ConnectWise Customer Updated flag. We have a ConnectWise workflow rule that sets the status back to Customer Updated whenever that flag is checked, so any agent that moves these tickets ends up in a loop. Right now this limits what we can automate. Please add a way for Super Magic to clear the flag, such as a customer updated option on update_ticket.

Partner is requesting a Datto RMM integration with Thread's Super Magic agent. The use case includes being able to query Datto RMM data directly through Super Magic, such as computer names, last logged-in user, online/offline state, and identifying a user's machine. This would streamline MSP workflows by allowing technicians to surface device data without leaving Thread.

Partners would like the triage agent to be able to read and scrape information from attached Word documents in order to auto-populate intent fields. This would speed up the intake process and reduce duplicate questioning when the information has already been provided in an attachment, such as a new employee onboarding form.

Requested by Manage Services IT. MSPs need the ability to update ticket-level billing fields directly through the Thread AI assistant or API, without having to open AutoTask. Fields requested: Contract Service/Bundle Work Type (at ticket level, not just per time entry) Purchase Order Number Currently, all of these require going into AutoTask directly. Note: Work Type at the ticket level has been raised as a feature request before. This is a broader ask to expose all billing fields through Thread's AI/API layer.

Partners need the ability to bulk clear or erase existing Teams chat notifications retroactively, without having to do it one by one. Currently, there is no way to clean up old ticket-related chats or notifications in Teams in bulk. This would significantly improve productivity by allowing administrators to clear chat clutter all at once rather than managing each chat individually.