Thread AI Service Desk for MSPs | Chat, Automation & Triage

MORE MSPS RELY ON THREAD

More than 750 MSPs trust Thread as their AI service desk communication layer, with AI agents that resolve routine requests on every channel. Take on more clients before your next hire, with time to connect with every one.

See Thread in Action ↗

BUILT FOR HOW MSPs GROW

Tickets slow you down. Conversations move your MSP forward.

Meet the AI service management platform built for how MSPs actually work.

Every routine request that lands in a queue costs a technician’s hour and a client’s patience. Thread is the AI service management platform for MSPs that answers clients in Teams, Slack, email, chat, or by phone and resolves those requests in the moment. Every update syncs to your PSA, so your business scales on capacity instead of headcount.

01 / MEET CLIENTS WHERE THEY WORK

Help starts the moment your client asks.

Any channel. Any hour. No forms.

Clients reach out in Teams, Slack, email, chat, or by phone. Thread’s AI agents answer in seconds, resolve what they can on the spot, and turn every conversation into a complete PSA ticket automatically.

Voice AI Agent
Answers every call, day or night, in a natural voice. It resolves routine requests and logs the transcript and ticket to your PSA.
Every channel, one thread
Teams, Slack, email, chat, SMS, and phone flow into one conversation history, so clients never have to repeat themselves.

Explore AI agents ↗

Keep the call and its history together.

01A client calls

02 / TAKE DISPATCH OFF YOUR PLATE

Triage and dispatch that run themselves.

No one has to play traffic controller.

Thread reads every request, sets category, priority, and type with 96% accuracy, and routes it using your knowledge base and client history. Routine issues get resolved. Everything else lands with the right tech, scheduled and ready.

Triage Agent
Classifies, prioritizes, and summarizes every ticket, then writes time entries and notes back to ConnectWise, Autotask, or HaloPSA.
Dispatch Agent
Assigns and schedules work by skill, availability, and client, so owners and service leads get out of the queue.

See how triage works ↗

An available technician is matched to the work.

01Request arrives

03 / KEEP YOUR BEST TECHS

Your techs get the context. You keep control.

The work they signed up for, ready to go.

When a ticket reaches a technician, the history, client details, and next steps are already there. No chasing five systems. And you decide exactly what AI handles on its own and when a person steps in.

Full context, instantly
Client history, past resolutions, and documentation from tools like IT Glue and Hudu, right on the ticket. Techs start solving, not searching.
AI you control
Pre-built templates, write permissions, and sandbox validation. Test every automation before it touches a live client.

See the technician experience ↗

Context ready. You stay in control.

03Ready to resolve

04 / SCALE WITH THE TEAM YOU HAVE

Take on more clients before your next hire.

More endpoints per tech. A clearer view of every client.

With routine work handled and the queue running itself, every technician can support more clients. Client intelligence shows request patterns, support usage, and accounts at risk, so you grow the book and protect the clients you already have.

Client intelligence
Automated QBRs, request trends, and sentiment by client. Spot risk and expansion opportunities before your next review.
Proof in 60 days
Live in 24 hours. ROI in 60 days, guaranteed or refunded. See what Thread would return for your team.

Read customer stories ↗

Know where to focus the next client conversation.

01Find repeat issues

750+

MSPs on Thread

435K

Monthly agent sessions

97%

Positive end-client sentiment

500K+

Technician hours returned

Trusted by MSPs like yours

The result comes back to Lauren in the conversation.

01Start with a request

AUTOMAGICALLY NEW

Your next automation starts with a conversation.

The technician who sees the problem can be the one who solves it. Describe the work. Thread helps build the automation.

Meet Automagically ↗

ONE PLATFORM

One platform. The whole conversation.

Point solutions automate the ticket. PSAs bolt AI onto the same queue. Thread is AI service management that starts in the conversation and owns the path to resolved, with a live sync back to your PSA.

See it with your PSA