Thread

What Thread does

Thread provides an efficient, AI-powered workspace for Managed Service Providers (MSPs) to act as strategic partners through an AI Service Desk. It integrates chat, inboxing, automations, and AI to streamline operations. The platform helps MSPs support more requests and deliver value by automating routine tasks, improving technician efficiency, and providing instant context and suggested fixes. It aims to close communication inefficiency and lost knowledge gaps in service desks, offering features like AI Agents, Automated Triage, and Thread Intelligence. Thread guarantees a positive ROI within the first 60 days of implementation.

Products

• AI Service DeskAn AI-powered workspace for MSPs that includes chat, inboxing, automations, and AI to enable MSPs to be strategic partners. It provides client health, recurring issues, and account context in one place, continuously updated by AI.
• AI EssentialsA plan for early-stage teams or focused challenges, offering simple AI triage, AI guidance, and features like Inbox, Workflows, and Unlimited AI to boost technician efficiency.
• AI ProA plan for teams needing sustained, adaptive support, offering transformational efficiency and profitability with full AI and automation, end-to-end ticket automation, and features like Triage Agent, Reminder Agent, Contact Intelligence, Knowledge Base, Super Magic, and Magic Analytics.
• Integrated ChatIntegrates chat from platforms like Teams, Slack, web, or desktop with PSA tools like Connectwise Manage, Autotask, and HaloPSA.
• Voice AIA Pro Add-On that provides instant answering, intelligent routing, and automatic call transcription for any phone system.
• Assistive AIFeatures that enhance technician productivity and streamline triaging, including auto-prioritization, auto-categorization, recap, Magic Title, sentiment analysis, and time entries.
• Agentic AIAutonomous agents that actively manage tasks and workflows, including Triage Agent, Reminder Agent, and Contact Intelligence. A Dispatcher Agent is coming soon.

Key capabilities

• AI-powered workspace
• Chat, inboxing, automations, and AI
• Client health, recurring issues, and account context in one place
• AI Agents for resolving issues and creating prepped tickets
• Automated Triage with 96% accuracy
• Thread Intelligence for accurate and relevant data
• Seamless Integrations with PSA tools
• Client Intelligence
• Assistive AI for technician productivity
• Agentic AI for autonomous task management
• Integrated Chat for various platforms
• Voice AI for call handling and transcription
• Stable, predictable pricing based on managed customers
• 60-Day Money-Back Guarantee
• Free AI credits for smaller or break-fix customers

Use cases

• Streamlining communication and ticket management for MSPs
• Automating routine tasks to improve technician efficiency
• Delivering 24/7 support on any channel with AI
• Resolving 10-25% of issues without technician involvement
• Creating fully-prepped tickets for technicians
• Reducing dispatch work by 100%
• Setting title, category, priority, type, subtype, resolution summary, and time entries automatically
• Empowering agents and technicians with accurate data
• Reducing resolution times with in-context collaboration
• Improving CSAT through low-friction service
• Allocating resources effectively
• Scaling services to accommodate growing client demand
• Automating ticket follow-up and triage
• Freeing coordination teams from triage calls
• Making IT service more human with AI
• Reducing response times
• Enabling real-time collaboration between technicians and end users
• Achieving accurate AI assistance across service desk tickets
• Cutting ticket turnaround time
• Eliminating manual call intake
• End-to-end triage across voice, email, and chat
• Creating and training specialized IT service agents
• Accessing documentation, assets, and knowledge articles instantly

AI approach

Thread uses AI to power an AI Service Desk for MSPs, offering features like AI Agents for resolving issues, automated triage, and Thread Intelligence which combines a large conversational dataset with ITIL best practices and resolution history. They are building towards autonomous agentic AI and integrating AI into voice and SMS channels.

Tech named: ChatGPT, Azure OpenAI Service, ITIL best practices

Industries served

• Software Development
• Managed Service Providers (MSPs)

What it says sets it apart

• AI-powered workspace specifically designed for MSPs
• Guaranteed ROI within 60 days
• Native PSA integrations for real-time data flow
• AI that continuously updates context and documentation from every resolution
• Industry's largest conversational dataset combined with ITIL best practices
• AI Agents that can resolve a significant portion of issues autonomously
• Automated Triage with high accuracy (96%)
• Stable, predictable pricing without token meters or usage surprises
• Focus on making service more human with AI
• Ability to implement and deploy within hours due to ITIL best practices-based AI
• Comprehensive integration with existing tools (PSA, documentation, scheduling, automation platforms)
• Customizable pre-built workflows and AI intents
• Free AI credits for smaller or break-fix customers with full-managed customer licenses