I'll start off with my opinions are my own. None of my opinions represent any org I work for, have worked for, or will work for. I've only been using Thread for a few weeks or so, but I have to say the one thing I knew immediately was that the current UI/UX needs a significant rethink. The interface feels extremely bloated, cluttered, and inefficient, with one of the worst uses of available screen real estate I've encountered in a modern web application. I've worked at several MSPs and used more than half a dozen PSAs/ITSM apps. This is easily within the Top 3, maybe even Top 2 worst UI/UX. The biggest issue is the complete lack of effective space management and visual hierarchy. The application splits the screen into multiple, extremely rigid columns and panels, each competing for limited horizontal space. The actual ticket (yes sure, even though this platform claims to hate tickets) conversation arguably the most important part of the entire application and reason we're using this app: squeezed into a narrow area. Meanwhile, secondary panels, metadata, timers, internal notes, AI assistance, and other controls consume enormous amounts of screen space with tons and tons of vertical length. The result is that we constantly have to navigate around the interface instead of focusing on the work. Almost everything seems to have its own dedicated panel, row, column, sidebar, section, or container. There is very little breathing room in the overall layout, despite the application somehow managing to waste so much screen space. The three-column or four-column layout feels unnecessarily complicated. The AI assistant panel on the right further fragments an already extremely crowded workspace. Not every feature needs to be permanently visible. Secondary functionality should be contextual, collapsible, or accessible when needed. Other information not urgent does not need to be literally in the middle of the screen in an extremely long column, at all times. Please. IT Ticket/Incident Management should not look like a Slot Machine. To the UI developers, seriously; go look at Halo PSA. What I'd actually like to see: A much cleaner, more space-efficient layout. A significantly wider primary ticket conversation/messaging area. Please stop the 'cramming everything into an infinitely column' nonsense. Collapsible or contextual side panels instead of permanently occupying valuable screen space. Another seriously, why am I struggling to read the only part of the screen that I need to read, and why is it crammed into 15% of my screen? Who thought this was a good idea? I can barely read the conversation. A more intuitive information hierarchy that prioritizes the ticket and its conversation. Less unnecessary padding, borders, containers, and visual separation. Holy bloat. A unified, more intelligent scrolling experience. Not at a infinite column paradise. AI assistance that can be opened to float or similar to old-school Live Chat windows and doesn't compete with the PRIMARY workspace. A more responsive layout that makes much better use of available screen resolution. Overall: The platform feels like multiple independent tools and widgets have been crammed into one screen with only columns and without enough consideration for how people actually use the application throughout the day. We spend hours working within this interface. Every unnecessary click, scroll, panel, and visual distraction adds friction to an already repetitive workflow. I would strongly recommend revisiting the overall information architecture and UI layout, rather than just making minor cosmetic adjustments. This needs a UX redesign/overhaul.
