NEW YORK, NY — November 7, 2024 — Thread, the world’s first AI Service Desk designed for Managed Service Providers (MSPs), today announced the official launch of Magic Agents: a groundbreaking feature that redefines how IT services are delivered.  Building on its established leadership in AI innovation for the MSP sector, Thread worked closely with more than 50 IT service providers to build the leading AI Agent for MSPs. Today, Magic Agents are available for all existing and new Thread partners.

Thread was among the first in delivering generative AI-enabled value for the MSP space, as showcased by its collaboration with Microsoft’s Azure OpenAI Service. Today, Thread’s assistive Magic AI capabilities power IT service for over 8,000 businesses worldwide, helping MSPs save thousands of hours every month. Magic Agents will advance this impact by automating the most time-consuming service tasks, like triage, discovery, and categorization, freeing technicians to focus on high-margin, value-generating work.

Scale AI-Powered Service Without Overhead

Magic Agents transform MSP service operations by managing ticket intake, gathering critical details, and automating initial problem assessments. By enabling MSPs to customize LLM-powered Agents to meet the specific security and permissions they need to manage each customer, Magic Agents is the world's first platform built to support this vision.

“Thread’s AI Service Desk has been a massive game changer,” said Christi Brown, VP of Operations at Crimson IT. “Magic Agents triage issues and gather key details before a tech even steps in. My team loves how customizable it is, ensuring we get exactly what we need quickly. I can’t imagine going back to how we did things before.”

By analyzing historical ticket data, Thread creates a living service catalog that MSPs can connect with leading platforms like ConnectWise PSA, AutoTask, HaloPSA, Microsoft Teams, and Slack and to create Agentic AI-powered, human-in-the-loop automations using Power Automate, Rewst, Zapier, and similar tools.

“Every time I look, there are 600 new things, and they are always things I want,” added Nicole Holmes, Head of Digital Experience at First Focus. “Thread is always working on exactly the right things to make things easier for our clients and our techs.”

Future updates will include first-party automations, Agent specializations, and a community-driven marketplace where MSPs can share and adopt the most effective service workflows.

Pioneering the Future of AI-First IT Service

"The next software era is here, powered by AI," said Mark Alayev, CEO of Thread. "Traditional support methods—email, phone, ticket-based portals—no longer meet the expectations of modern MSP customers. Magic Agents represent the next phase of our vision: an AI Service OS that empowers MSPs to deliver instant, omnichannel support, turning customer service into a strategic advantage."

With AI adoption growing at an unprecedented pace, Thread is committed to leading the MSP sector in this evolution. The launch of Magic Agents sets a new benchmark for operational efficiency and client satisfaction, positioning MSPs to thrive in the new era of AI-powered service.

Experience Thread at IT Nation Connect

Visit Thread at booth #155 at IT Nation Connect and download the Magic Agents one-pager to discover how Thread is transforming IT service delivery with Agentic AI.

About Thread

Founded in 2017, Thread is at the forefront of AI-powered service delivery for MSPs. With a proven track record of innovations in generative AI and deep integrations across platforms like Microsoft Teams and Slack, Thread is shaping the future of IT service delivery, empowering MSPs to achieve unparalleled productivity and client satisfaction. Visit Thread at getthread.com and follow the company on Linkedin and Reddit. 

Media Contact:

Paralee Walls, Head of Marketing | paralee@getthread.com