Thread

Thread is an AI service desk designed for managed service providers (MSPs). It combines AI Customer Service Agents, automated ticket triage, technician assistance, client communications, and service analytics with the professional services automation (PSA) systems MSPs already use.

Thread’s agents interact with clients through chat, email, and voice. They can gather diagnostic information, resolve supported routine requests, or prepare structured tickets for technician handoff. Automated triage assigns ticket titles, categories, priorities, types, subtypes, resolution summaries, and time entries. Thread Intelligence uses client documentation, knowledge articles, ticket history, and service context to provide suggested fixes and background information.

The platform also supports Help Desk communication through branded Microsoft Teams and Slack experiences. Client conversations create or update records in supported PSA platforms, including ConnectWise, Autotask, HaloPSA, and Kaseya BMS. Voice capabilities answer and transcribe calls, identify urgent requests, create tickets, and support after-hours or overflow intake.

For technicians, Super Magic can read a ticket, retrieve relevant documentation and history, and prepare actions in connected systems for confirmation. Service desk dashboards track ticket flow, client activity, technician workload, response times, AI handoffs, resolution rates, and customer satisfaction. A conversational analytics agent lets users investigate these metrics with natural-language questions.