How Thread and Rewst Are Redefining MSP Service Delivery

The most successful MSPs aren’t just fast. They’re scalable, profitable, and precise. At Thread, we’re not waiting for the AI revolution to arrive; we’re actively building it. Our latest integration with Rewst marks another leap toward zero-touch service delivery, where AI and automation handle the mundane so your team can focus on what truly matters.

In a recent webinar, we pulled back the curtain on how Thread and Rewst work together to eliminate repetitive tickets, automate end-to-end workflows, and fundamentally transform service desk economics. The key takeaway? The future of IT service isn’t just about speed—it’s about removing human effort from the equation wherever possible.

The Problem: Manual Work That Shouldn’t Exist

Let’s be honest, password resets, user onboarding, and MFA requests shouldn’t require a technician’s time. Yet most MSPs still waste hours every week on these low-complexity, high-volume tasks. Before Thread and Rewst, partners like Acrisure Cyber Services faced a frustrating reality: onboarding a single user could take 90 minutes of manual work across multiple systems, password resets ate up 7-10 minutes each, and inconsistent processes led to errors that damaged client trust. The cost wasn’t just inefficiency—it was burnout, missed SLAs, and a service model that couldn’t scale.

The Solution: AI and Automation, Working in Tandem

With Thread’s AI-powered chat and Rewst’s automation engine, MSPs can now offload these workflows entirely. Here’s how it works: A user requests help through Thread—whether via chat, email, or soon SMS and phone—and Thread’s AI agent dynamically gathers all necessary details through natural conversation, no forms required. Rewst then executes the automation—whether that’s creating a user, resetting a password, or updating permissions—and Thread confirms completion with the end user. The result? Resolutions that happen instantly, without technician involvement, while maintaining full auditability in the PSA.

Real-World Impact: From Pain Point to Profitability

The impact on partners has been immediate. Acrisure Cyber Services, for example, eliminated their 90-minute onboarding marathons entirely—what was once a tedious, error-prone process now happens seamlessly in the background. Their technicians no longer waste time on password resets, and clients no longer wait for responses to simple requests. As Emma from Acrisure Cyber Services put it,

“Our techs used to argue that learning Roost wasn’t worth it since they could do tasks manually in the same time. Now? They can’t argue with zero-touch.”

Why This Changes Everything

This isn’t just about efficiency—it’s about redefining what’s possible in IT service delivery. MSPs that automate first won’t just scale; they’ll set new expectations for what clients consider “good” service. Thread’s near-term goal is for partners to achieve at least 10% no-touch ticket resolution, driving down cost per ticket from 20−20−40 to just 3−3−7 for automated workflows. But the bigger shift is cultural: Technicians spend less time on mind-numbing tasks, clients get instant resolutions, and MSPs unlock capacity to focus on strategic growth.

See It in Action

Missed the webinar? Catch the replay to see the Rewst and Thread integration live. And if you’re ready to experience the future of IT service firsthand, join us at Flow 2025. Thread’s founder and CEO, Mark Alayev, and other members of the Thread team will be there showcasing live demos and sharing what’s next for AI in the channel.

The future of MSP service isn’t coming—it’s here. And it’s automated. Let’s build it together.

Want to learn more? If you’re new to Thread or Rewst, book a demo to see how zero-ticket resolution could transform your service desk.