Feature Requests

Once the Voice On-Call Flow action starts paging, the only way to stop it is for a technician to answer and press the accept key. The page keeps running even when the ticket no longer needs the on-call tech. Two after-hours scenarios where this causes a problem: Someone else is already handling it. A tech who is still online moves the ticket to In Progress, but the page keeps cycling through the call tree and the on-call tech still gets called. An RMM alert clears on its own. Our RMM opens a server-down ticket, which triggers on-call paging. The server comes back online, and the RMM automatically moves the ticket to a resolved status. Paging keeps going anyway, so the on-call tech gets woken up for an issue that's already resolved. In both cases, the only way to end the page is to answer and accept a call that isn't needed. Requested change, configured on the Voice On-Call Flow action: A list of stop statuses. If the ticket moves to any selected status before someone accepts, paging stops immediately and no further numbers in the call tree are called. An option to stop paging when the ticket is resolved or closed, based on the board's Done status mapping, so it doesn't require listing every closed status by hand. An internal note on the ticket recording that paging stopped, what status triggered it, and who was paged before it stopped. This would let on-call paging follow the actual state of the ticket instead of running until someone answers.

It would be helpful to have a proofread button in the for replies and notes in inbox. This would help improve clarity, spelling, and ease of communication. It would work similar to the proofread button on LinkedIn and various other tools. Or for those of us who are old enough like Grammatik from WordPerfect from 1993. See my pretty awesome mockup of how this would look in inbox.

When the Overflow agent matches a caller to an existing ticket and they leave a message, Voice AI adds an internal note to the ticket but makes no other change in the PSA. In ConnectWise, the Customer Updated flag isn't checked, the status doesn't change, and the assigned technician isn't alerted. Voice AI status automations only apply to tickets created during the call, so there's no way to configure this today. This creates a gap for tickets sitting in a waiting status. If a ticket is waiting on a client response and our reminder automation follows up, the end user may call in and leave their update with Overflow. The ticket stays in the waiting status, the technician doesn't know the client called unless they open the ticket, and the reminder goes out again the next day asking for something the client already gave us. Requested change, configurable per agent: When a caller leaves a message on an existing ticket, check the Customer Updated flag in ConnectWise (and the equivalent in other PSAs). An option to also move the ticket to a status we choose, such as Customer Updated. This would make caller updates through Voice AI behave the same way as an email or portal reply from the client, so the ticket comes back to the technician's attention right away.

Partners using PSA self-service portals such as Halo do not support custom JavaScript injection, which is the current method for embedding the Thread Messenger chat bubble. Halo only supports iframe-based embeds via custom HTML pages. This means Thread's chat bubble cannot be surfaced to end users through their self-service portal. An iframe-compatible or alternative embed method for Thread Messenger would allow MSPs to make Thread available directly within client-facing portals, which is considered a critical capability for end-user engagement. Raised by Sam Arora, CTO at Unified IT.

Add support for Super Magic to display all resources assigned to a ticket, not just the primary owner. Currently, the feature only recognizes the primary ticket owner and Planner schedule entries, which prevents teams from seeing additional members assigned under the ticket resources section. Expanding visibility to include all assigned members would provide a more complete and accurate view of ticket ownership and collaboration.

Partners currently have no way to see whether the Reminder Agent sent a reminder via email or as a discussion note/external reply without leaving Thread and checking the PSA audit trail. The request is to surface the delivery method used by the Reminder Agent (email vs. discussion note) directly within Thread, so partners can confirm delivery without needing to access the PSA.

Super Magic currently supports retrieving Hudu knowledge base articles and documentation, but it cannot query or use Hudu asset data. Users want Super Magic agents to access and reference assets so they can verify system changes, identify infrastructure details, and prompt technicians to keep Hudu asset records updated. The request is to expand the Hudu integration beyond KB and documentation access to include asset querying and asset-based insights within Super Magic workflows.

Currently, Thread only syncs the initial creation of notes from ConnectWise Manage. Any subsequent edits or deletions to existing notes are not reflected in Thread. This is a concern beyond cosmetic cleanup: if a technician corrects or removes information in ConnectWise, Thread continues to display and process the original content indefinitely. This impacts AI-generated summaries, ticket classification, automated workflows, and creates a data sensitivity risk where removed content remains visible in Thread. The partner is requesting that edits to existing notes be synced, or at minimum that a manual per-note refresh mechanism be available.

Super Magic currently counts tickets with a status of "Merged" as open tickets, even though "Merged" is a completed/closed status. This forces the partner to repeatedly instruct Super Magic that merged tickets are not open, which is disruptive to their workflow. Partner is requesting that "Merged" be recognized as a completed ticket status so it is excluded from open ticket counts automatically.

Super Magic currently cannot access or view the Reminder Agent's configuration, run logs, or errors. Partner is requesting that Super Magic be given visibility into these areas to better diagnose and manage Reminder Agent behavior without needing to leave the Super Magic toolset.