If you're a Managed Service Provider (MSP), you know the daily struggle: tickets piling up, technicians bogged down with repetitive tasks, and customers frustrated with slow resolutions. Your service desk is the heartbeat of your business, but traditional processes are inefficient, forcing your team to spend hours on work that AI could handle in seconds.
At Thread, we’re obsessed with solving these pain points. Last year, we made a breakthrough—an Agentic AI designed specifically for MSPs. The result? The AI Service Desk, a platform that streamlines dispatcher tasks, reduces technician workload by up to 30% per request, and delivers a seamless experience for both MSPs and their customers.
But we’re not stopping there. Today, we’re rolling out three major upgrades that will redefine how MSPs interact with customers, organize their work, and leverage AI to automate everything.
Upgrade #1: Messenger 3 – More Collaboration, Less Confusion
Your customers rely on Microsoft Teams to submit and manage their service requests, but keeping track of threads and approvals has been frustrating. Messages get lost, approvals are delayed, and collaboration feels clunky.
🚀 Solution: Enter Messenger 3 with a fully redesigned Microsoft Teams experience. Now, every service request automatically creates a Teams Group Chat, giving customers and technicians a clear, organized space to collaborate. Need approvals? No problem—Messenger 3 brings automated approvals to Teams, Slack, Messenger Web & Desktop, and even email. No more chasing people down or waiting for responses!
What this means for you: Faster approvals, better visibility, and fewer headaches managing customer requests.
Upgrade #2: Inbox 2 – Real-Time Visibility That Works for You
Keeping track of your service desk’s workload has always been a challenge. MSPs loved our channels feature, but setting them up was time-consuming, and they didn’t provide historical visibility.
🚀 Solution: Inbox 2 introduces Views, a completely new way to organize and track service desk activity. Views are 5x faster to set up than channels, and they automatically pull in historical data—so you get instant insights into your backlog, priority tickets, and team performance.
And that’s not all. Inbox 2 now features real-time Insights, giving you the first-ever live MSP dashboard that updates instantly as tickets are created, updated, or resolved. No more guesswork—just real-time visibility into your service desk.
What this means for you: Smarter organization, instant performance tracking, and a clearer picture of how your service desk is running.
Upgrade #3: Magic 2 – The Future of AI-Powered Automation
Technicians waste too much time on repetitive tasks: asking follow-up questions, cleaning up ticket details, and manually triggering approvals. These small tasks add up, leaving less time for complex problem-solving.
🚀 Solution: Magic 2, our next-generation AI, now features full AI triage. Magic Agents instantly follow up with customers, gather missing details, set priorities, clean up titles, and categorize requests—before a technician ever touches the ticket.
And we’re taking automation even further:
✅ Magic Agents Automations – Auto-trigger approvals and execute actions via API. No more adding users to email distros or messing with SharePoint permissions manually.
✅ Magic Agents Service Catalog – A library of prebuilt automation tools that handle 40% of the most common requests—with setup in under 15 minutes!
What this means for you: Less manual work, faster resolutions, and more time for technicians to focus on what they do best—solving real problems.
Why Continuous Innovation Matters
The world of MSPs is evolving fast, and standing still isn’t an option. Software that doesn’t innovate becomes outdated—slowing teams down instead of empowering them. At Thread, we believe in pushing the boundaries of AI and automation to give MSPs the tools they need to stay ahead.
This is why we listen to your feedback, anticipate your challenges, and relentlessly improve. Every update we release is designed to make your job easier, reduce technician burnout, and help your business scale effortlessly. Messenger 3, Inbox 2, and Magic 2 are just the beginning.
For our current partners, thank you for trusting Thread to power your AI Service Desk. For MSPs looking to scale their service delivery and double their service gross margin, we can’t wait to show you how these upgrades will transform the way you work! 🚀
