Thread

Thread seamlessly connects MSPs and their clients in the apps they use every day, enabling service magic.

ConnectWise Certified Integration
Integrated seamlessly with the ConnectWise platform.
Introduction

Tickets are for waiting, not for working. They create distance between customers and service desks in an attempt to manage the queue. When it is time to bring people together, the ticket simply doesn't have the tools to do so.

With Thread, empower your customers to chat with you right from Microsoft Teams or Slack, all while integrating with ConnectWise.

Chat with your customers in Microsoft Teams or Slack and have tickets opened in the PSA. Magic Al then auto-categorizes, auto-prioritizes, and writes your time entries. It's magic.

New from Thread: Planner!
Empower our service teams to meet your customers where they work at the Right Time.

Highlights

Chat with your customers!

Service experiences that feel like magic! Live chat keeps the conversation going no matter where you are.

Inbox for MSPs

Your team’s new superpower. Empower your team to do their best work with inbox– just for MSPs.

Magic AI

Magic AI writes your time entries, auto-prioritizes, and categorizes for a 30% faster time to resolution.

  • Overview

  • Integration

  • Support

Chat with your customers in their Teams and Slack!

Give your clients magical experiences by working collaboratively with them in the software you are already supporting. Provide service where your customers are, inside of Teams, Slack, mobile or desktop. They can start new threads from anywhere at any time that create and update tickets in ConnectWise automatically. Your team is also empowered to work tickets inside of your Teams & Slack!

It’s Magic!

Thread also leverages Artificial Intelligence to give your service team superpowers using our open-AI-powered assistant, Magic. Magic AI streamlines the dispatch process by automatically setting priorities on tickets and more. Make writing time entries a tedious thing of the past because Magic will write them out for you. Our chat is the most powerful data source for automation and AI, and we are quickly growing the available AI functionality.

*“Thread’s integrations have been a CX game-changer for our clients, and its queue management, automation, and routing are ideal for our technicians and operations teams. The icing on the cake? Their conversational AI allows our teams to spend more time serving our clients and less on busy work."* – Jeff Gaines, CEO at Interlaced

Empower your team!

When your service desk is powered by Service Collaboration, your team is enabled to do their best work through our real-time support platform. We automate the ConnectWise PSA ticket in the background so your team can focus on what matters. Assign, update and action tickets with our Thread tool for ConnectWise!

Connect with customers, automate responses with workflows, deliver magical service, become more efficient than ever.

Never miss another customer with Planner!

Schedule your threads and empower your service team to meet customers at the right time. Our revolutionary request tracking and planning tool is here to empower MSPs like never before.

Say goodbye to missed opportunities and hello to seamless scheduling! Plan threads for specific days and set exact times with down-to-the-minute precision. With Thread Planner, prioritize tasks effortlessly and ensure the right technician is assigned at the right time.

See Your Team’s Calendar at a Glance! Planner makes scheduling your team’s tasks a breeze! Easily drag and drop tasks, visualize your team's workload, and create focus and routine effortlessly. Get ready to boost productivity like never before!

Planner automatically syncs with your PSA to ensure everything lands on the ticket! Keep your teams connected and up to date in real time. Plus, existing integrations with Microsoft Outlook ensure your calendars stay updated!

Deliver conversational IT service with ConnectWise PSA actions in Thread

Thread x ConnectWise PSA unlocks conversational experiences for MSP service teams

  • Low-friction service improves CSAT: Thread helps your MSP service team meet users where they work, like Microsoft Teams, Slack, desktops, or mobile devices.

    • With access to instant service in-workflow, users get immediate help from IT technicians when and where they need it.

    • When response times go down, CSAT goes through the roof.

  • Cut resolution times with in-context collaboration: The integration of chat and PSA solutions facilitates better communication and collaboration among technicians, improving their ability to work together to resolve complex issues.

    • Thread x Connectwise PSA helps IT technicians quickly identify, diagnose, and resolve technical issues without having to manage separate tools. A single platform where both chat and PSA functionalities are integrated can lead to better MSP efficiency, allowing the IT service provider to streamline their operations and reduce response times.

  • Engage the right resource, at the right time: With access to ConnectWise PSA actions in-thread, IT service providers can more effectively allocate their resources, ensuring that technicians work on tasks that are most critical to clients.

    • By consolidating multiple tools into a single-stream solution, Thread partners reduce their overall support costs and increase productivity.

  • MSP scalability, unlocked: Integrating embedded chat with PSA solutions allows managed IT service providers to easily scale their services to accommodate growing client demand without sacrificing the quality of their support.

    • Offering a seamless, AI-enabled IT service experience can set your MSP apart from competitors, helping to attract and retain clients in a competitive market.

Streamline support workflows with ConnectWise Automate actions in Thread

Equip your MSP service team with Thread x ConnectWise Automate and harness the power of RMM (Remote Monitoring and Management) directly in-conversation.

  1. Contextual chat improves CSAT: Integrating Thread x Automate equips MSP service teams with the data and tooling they need, where they need it — real-time conversations. Knowing who each user is in their particular context at that exact moment gives your team operational leverage, enabling faster issue resolution and a more efficient service, and equips them with the data they need to personalize every interaction.

    • By offering instant support through embedded chat, clients can get immediate help from IT technicians, leading to higher customer satisfaction and loyalty.

  2. Enhanced collaboration = faster time to resolution: The integration of chat and RMM solutions can foster better communication and collaboration among IT technicians, improving their ability to work together to resolve complex issues. Thread x Connectwise Automate helps IT technicians quickly identify, diagnose, and resolve technical issues without having to manage separate tools. A single platform where both chat and RMM functionalities are integrated can lead to better organizational efficiency, allowing the IT service provider to streamline their operations and reduce response times.

  3. Efficient resource allocation = reduced support costs: With access to Automate data in-thread, IT service providers can more effectively allocate their resources, ensuring that technicians work on tasks that are most critical to clients. By consolidating multiple tools into a single-stream solution, Thread partners reduce their overall support costs and increase productivity.

  4. Scalability = competitive advantage: Integrating embedded chat with RMM solutions allows managed IT service providers to easily scale their services to accommodate growing client demand without sacrificing the quality of their support. Offering a seamless, integrated IT support experience can set a managed IT service provider apart from competitors, helping to attract and retain clients in a competitive market.

With Thread's launch of Magic AI, collaborative AI for MSP service teams, automated time entry and auto-prioritization features will free technicians from administrative overhead so they can focus on critical, user-facing tasks.

Thread's ConnectWise PSA and Automate Integration is certified via the ConnectWise Invent Program.

If you need assistance with creating API members or integration setup please send a note to Help@ConnectWise.com and the ConnectWise support team can assist. For any other questions with this integration, please contact the Thread team directly to resolve any issues.

Details

Overview

Chat with your customers in their Teams and Slack!

Give your clients magical experiences by working collaboratively with them in the software you are already supporting. Provide service where your customers are, inside of Teams, Slack, mobile or desktop. They can start new threads from anywhere at any time that create and update tickets in ConnectWise automatically. Your team is also empowered to work tickets inside of your Teams & Slack!

It’s Magic!

Thread also leverages Artificial Intelligence to give your service team superpowers using our open-AI-powered assistant, Magic. Magic AI streamlines the dispatch process by automatically setting priorities on tickets and more. Make writing time entries a tedious thing of the past because Magic will write them out for you. Our chat is the most powerful data source for automation and AI, and we are quickly growing the available AI functionality.

*“Thread’s integrations have been a CX game-changer for our clients, and its queue management, automation, and routing are ideal for our technicians and operations teams. The icing on the cake? Their conversational AI allows our teams to spend more time serving our clients and less on busy work."* – Jeff Gaines, CEO at Interlaced

Empower your team!

When your service desk is powered by Service Collaboration, your team is enabled to do their best work through our real-time support platform. We automate the ConnectWise PSA ticket in the background so your team can focus on what matters. Assign, update and action tickets with our Thread tool for ConnectWise!

Connect with customers, automate responses with workflows, deliver magical service, become more efficient than ever.

Never miss another customer with Planner!

Schedule your threads and empower your service team to meet customers at the right time. Our revolutionary request tracking and planning tool is here to empower MSPs like never before.

Say goodbye to missed opportunities and hello to seamless scheduling! Plan threads for specific days and set exact times with down-to-the-minute precision. With Thread Planner, prioritize tasks effortlessly and ensure the right technician is assigned at the right time.

See Your Team’s Calendar at a Glance! Planner makes scheduling your team’s tasks a breeze! Easily drag and drop tasks, visualize your team's workload, and create focus and routine effortlessly. Get ready to boost productivity like never before!

Planner automatically syncs with your PSA to ensure everything lands on the ticket! Keep your teams connected and up to date in real time. Plus, existing integrations with Microsoft Outlook ensure your calendars stay updated!

Integration

Deliver conversational IT service with ConnectWise PSA actions in Thread

Thread x ConnectWise PSA unlocks conversational experiences for MSP service teams

  • Low-friction service improves CSAT: Thread helps your MSP service team meet users where they work, like Microsoft Teams, Slack, desktops, or mobile devices.

    • With access to instant service in-workflow, users get immediate help from IT technicians when and where they need it.

    • When response times go down, CSAT goes through the roof.

  • Cut resolution times with in-context collaboration: The integration of chat and PSA solutions facilitates better communication and collaboration among technicians, improving their ability to work together to resolve complex issues.

    • Thread x Connectwise PSA helps IT technicians quickly identify, diagnose, and resolve technical issues without having to manage separate tools. A single platform where both chat and PSA functionalities are integrated can lead to better MSP efficiency, allowing the IT service provider to streamline their operations and reduce response times.

  • Engage the right resource, at the right time: With access to ConnectWise PSA actions in-thread, IT service providers can more effectively allocate their resources, ensuring that technicians work on tasks that are most critical to clients.

    • By consolidating multiple tools into a single-stream solution, Thread partners reduce their overall support costs and increase productivity.

  • MSP scalability, unlocked: Integrating embedded chat with PSA solutions allows managed IT service providers to easily scale their services to accommodate growing client demand without sacrificing the quality of their support.

    • Offering a seamless, AI-enabled IT service experience can set your MSP apart from competitors, helping to attract and retain clients in a competitive market.

Streamline support workflows with ConnectWise Automate actions in Thread

Equip your MSP service team with Thread x ConnectWise Automate and harness the power of RMM (Remote Monitoring and Management) directly in-conversation.

  1. Contextual chat improves CSAT: Integrating Thread x Automate equips MSP service teams with the data and tooling they need, where they need it — real-time conversations. Knowing who each user is in their particular context at that exact moment gives your team operational leverage, enabling faster issue resolution and a more efficient service, and equips them with the data they need to personalize every interaction.

    • By offering instant support through embedded chat, clients can get immediate help from IT technicians, leading to higher customer satisfaction and loyalty.

  2. Enhanced collaboration = faster time to resolution: The integration of chat and RMM solutions can foster better communication and collaboration among IT technicians, improving their ability to work together to resolve complex issues. Thread x Connectwise Automate helps IT technicians quickly identify, diagnose, and resolve technical issues without having to manage separate tools. A single platform where both chat and RMM functionalities are integrated can lead to better organizational efficiency, allowing the IT service provider to streamline their operations and reduce response times.

  3. Efficient resource allocation = reduced support costs: With access to Automate data in-thread, IT service providers can more effectively allocate their resources, ensuring that technicians work on tasks that are most critical to clients. By consolidating multiple tools into a single-stream solution, Thread partners reduce their overall support costs and increase productivity.

  4. Scalability = competitive advantage: Integrating embedded chat with RMM solutions allows managed IT service providers to easily scale their services to accommodate growing client demand without sacrificing the quality of their support. Offering a seamless, integrated IT support experience can set a managed IT service provider apart from competitors, helping to attract and retain clients in a competitive market.

With Thread's launch of Magic AI, collaborative AI for MSP service teams, automated time entry and auto-prioritization features will free technicians from administrative overhead so they can focus on critical, user-facing tasks.

Support

Thread's ConnectWise PSA and Automate Integration is certified via the ConnectWise Invent Program.

If you need assistance with creating API members or integration setup please send a note to Help@ConnectWise.com and the ConnectWise support team can assist. For any other questions with this integration, please contact the Thread team directly to resolve any issues.

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