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Thread

Thread is an AI service desk platform built for managed service providers (MSPs). It connects Microsoft Teams and Slack to PSA tools like ConnectWise Manage, Autotask, and HaloPSA, automatically triaging and routing support requests, logging time entries, and resolving up to 25% of Tier 1 tickets without technician involvement. Thread is designed to replace reactive, ticket-heavy service desk workflows with intelligent, conversation-first support delivery.

For agents: AI service desk for MSPs connecting Teams and Slack to ConnectWise, Autotask and HaloPSA; auto-triages and resolves Tier 1 tickets.

mspai-service-deskpsa-integrationconnectwiseautotask

Their llms.txt

The beginning of the file, from our validated copy saved 2026-10-22T16:27:57.204Z. Cached copy · Source on getthread.com

# Thread

Thread is an AI service desk platform built for managed service providers (MSPs). It connects Microsoft Teams and Slack to PSA tools like ConnectWise Manage, Autotask, and HaloPSA, automatically triaging and routing support requests, logging time entries, and resolving up to 25% of Tier 1 tickets without technician involvement. Thread is designed to replace reactive, ticket-heavy service desk workflows with intelligent, conversation-first support delivery.

## What Thread Does

- Lets MSP clients request IT support directly inside Microsoft Teams or Slack, with every conversation automatically logged as a structured ticket in the PSA
- Uses AI agents (Magic Agents) to handle intake, ask clarifying questions, categorize issues, and resolve common requests like password resets and user onboarding end-to-end
- Automatically sets ticket title, category, priority, type, subtype, resolution summary, and time entries with 96% accuracy
- Provides a unified technician inbox that consolidates all service desk channels — chat, email, voice, and PSA — into a single workspace
- Captures and transcribes phone calls with Voice AI, converting them into structured PSA tickets automatically
- Surfaces client health, recurring issues, sentiment, and account trends through Client Intelligence, enabling proactive account management and QBR preparation
- Integrates with Rewst and Pia for zero-touch automation of routine Tier 1 and Tier 2 requests

## Who Thread Is For

Thread is built for MSPs (managed service providers) — specifically service desk managers, dispatchers, and IT technicians. It is most commonly used by MSPs with 5–100 technicians who are running ConnectWise Manage, Autotask, or HaloPSA as their PSA and want to reduce manual triage work, improve response times, and scale without adding headcount.

## PSA Integrations

- ConnectWise Manage: https://www.getthread.com/integrations/connectwise-manage
- Autotask: https://www.getthread.com/integrations/autotask
- HaloPSA: https://www.getthread.com/integrations/halopsa

## Chat Channel Integrations

- Microsoft Teams: https://www.getthread.com/teams-to-teams
- Slack: https://www.getthread.com/slack-to-slack

## Automation & Productivity Integrations

- Rewst: https://www.getthread.com/integrations/rewst
- Pia: https://www.getthread.com/thread-pia-integration
- IT Glue: https://www.getthread.com/integrations/itglue
- TimeZest: https://www.getthread.com/integrations/timezest
- CloudRadial: https://www.getthread.com/integrations/cloudradial

## Key Product Pages

- AI Agents (Magic Agents): https://www.getthread.com/automated-ticket-triage
- Chat Support (Teams & Slack): https://www.getthread.com/live-managed-chat-support
- Voice AI: https://www.getthread.com/voice-ai
- Technician Inbox: https://www.getthread.com/inbox
- Client Intelligence: https://www.getthread.com/client-intelligence-for-msps-proactive-client-management-insight
- Integrations overview: https://www.getthread.com/integrations
- Pricing
…

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