Thread
AI automatically triages, categorizes, and routes every ticket before a human sees it, resolves tickets without technician involvement, and keeps client documentation current automatically — cutting manual workload and expanding margins without adding headcount.
View Thread in the legacy desktopAbout Thread
Thread is an AI Service Desk for MSPs that automates triage, dispatch, and client conversations across ConnectWise, Autotask, and HaloPSA. Trusted by 750+ MSPs, it has processed 173 million tickets and returned over half a million hours to technicians.
Main MSP use case
AI service desk: ticket triage, dispatch and client conversation
How AI is used
AI automatically triages, categorizes, and routes every ticket before a human sees it, resolves tickets without technician involvement, and keeps client documentation current automatically — cutting manual workload and expanding margins without adding headcount.
Details
- Category
- Service desk and ticketing
- Pricing
- Paid
- Vendor
- Thread
- Primary MSP function
- Service desk and ticketing
- AI delivery
- partial
- AI classification
- AI-first
- Integrates with existing tools
- Yes
Delivery and evidence
- Built for MSPs
- Yes
- Is AI core
- Yes
- Human review
- Optional
- Autonomous actions
- Yes
- Public pricing
- Unknown
- Public documentation
- Yes
- Case studies
- Yes
- Quantified outcomes
- Yes
- Evidence level
- Public info