Follow-ups are critical for keeping user requests on track and meeting service level agreements (SLAs)—but they're time-consuming, tedious, and either demand constant manual attention or rely on clunky, impersonal automations. We believed there had to be a better way. That's why we built Reminder Agents: a new solution that eliminates the burden of manual follow-ups and keeps stalled conversations moving with agentic AI. The idea sparked from a real-world challenge faced by one of our own Service Desk Engineers, Andy Althouse, and was shaped by hands-on experience with the day-to-day realities technicians face.
Andy knows the pain of chasing unresponsive tickets better than most. Before joining Thread, he spent over a decade on service desks for Chrysler, MSPs, and vendors like Liongard. When he joined Thread, he brought that real-world experience with him—and one morning, staring down a long list of pending replies, he thought: "There has to be a better way."
So he flagged it. What started as a common pain point—manual follow-ups that slowed down the start of every day—turned into a fully-fledged solution built by Thread's product and engineering teams. Inspired by Andy's insight and backed by our deep MSP expertise, we developed an intelligent follow-up system that sends personalized, context-aware reminders based and automatically closes stale conversations. Early results showed savings of up to 90 minutes per day, and our partners were quick to ask for access.
Reminder Agent is a Magic Agent designed to handle one of the most tedious parts of tech work: chasing down unresponsive threads. It automatically detects when a conversation stalls and sends a personalized follow-up message—crafted with full context of the thread, not just a canned "Just checking in." If there's still no reply, it can update the thread to a post-reminder status like "Closed – No Response." The result? Less backlog, more clarity, and a lot more time back in your day.
Thread isn’t just built for MSPs—it’s built with them. Our co-founders started their careers at an MSP. Our Service Desk is staffed by people like Andy, who know the work because they’ve lived it. And our product roadmap is shaped by the ideas and feedback of real users.
"Following up on tickets feels rhythmic and straightforward," said Andy Althouse, a Support Desk Engineer at Thread. "But over time, that predictability becomes a burden."
When Andy saw an opportunity to improve the way techs start their day, the team rallied to bring it to life.
"It wasn’t even a question," said Andy. "Once we saw the impact it was having on our own team, it was clear this could help every MSP we work with."
"It’s not that it’s difficult, it’s that it’s constant," said Amine El Kinani, Senior Product Manager at Thread. "It eats away at your time and energy when you could be actually solving something."
Reminder Agents don’t just cut down on backlog—they lighten the mental load. We built this feature to eliminate the small-but-draining tasks that pile up each morning, so techs can focus on creative problem-solving, not chasing stale threads.
Admins can customize how Reminder Agents follow up too: set the timing, tone, and escalation path. Start with a friendly check-in, follow with a firmer nudge, and close it out with a final message—your team’s tone, your workflow.
Unlike traditional reminder tools, Thread’s Reminder Agent doesn’t blast the same message over and over. It understands the conversation, references what was said, and follows up like a real person would. That context-awareness is what sets Thread apart—and it’s what makes Reminder Agent feel like part of your team, not another bot.
Reminder Agents are available to all Thread partners this month. Want to see it in action? Schedule a demo and let us show you how Magic Agents like Reminder and Triage are transforming the service desk—one ticket thread at a time.
Hidden Thread Lore: The original version of this feature was lovingly dubbed "Adventures in Babysitting" by Andy—because no one wants their tickets to turn into a never-ending babysitting task. Let Reminder Agent handle the nudges so your team can focus on the real work.—because sometimes, support tickets just need a little supervision.