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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

Build vs Buy

Why MSPs Building Their Own AI Layer Keep Hitting the Same Wall

MSPs face challenges when building in-house AI tools due to limited data and expertise, hindering growth. Learn why dedicated platforms outperform...

Mark Alayev Aug 14, 2026

Thread MCP and Liongard: Asset Intelligence in Action

Discover how the integration of Thread MCP and Liongard enhances asset intelligence for MSPs, streamlining ticket resolution and improving technician...

Amanda Swanson Aug 6, 2026

Why SLA-Compliant MSPs Still Lose Clients

Discover why SLA compliance alone isn't enough for MSPs. Learn how to enhance client relationships by prioritizing proactive service and early issue...

Bobby Jacobs Jul 30, 2026

MSP Automation

Agentic AI vs. Automation: What MSPs Are Actually Buying

Discover the crucial difference between agentic AI and automation for MSPs, and learn how to choose the right tools for efficient service management.

Mark Alayev Jul 23, 2026

AI Service Desk

How Rarity Solutions Cut Ticket Handle Time by 80%

Discover how Rarity Solutions automated its dispatch role, achieving an 80% reduction in ticket handle time and enhancing operational efficiency.

Matt Linn Jul 20, 2026

Product Update

Introducing Super Magic

Thread releases Super Magic, the agentic AI that transforms IT support by automating ticket management, enhancing efficiency, and reducing technician...

Mark Alayev Jul 9, 2026

Voice AI

8 MSP Phone Support Bottlenecks in 2026

Discover the eight key bottlenecks in MSP phone support and effective solutions to transform how calls are managed in 2026.

Matt Linn Jul 7, 2026

MSP AI

How to Centralize MSP Client Context with AI in 2026

Discover how centralizing client context with AI can streamline MSP operations, reduce ticket resolution time, and enhance service delivery in 2026.

Matt Linn Jul 1, 2026

7 Reasons MSP Phone Support Quality Breaks Down

Discover the seven key reasons why MSP phone support quality falters and learn how to enhance service delivery for a better client experience.

Amanda Swanson Jun 25, 2026

MSP Automation

Control - A Reflection of Trust - Part 3

Explore how user control over AI fosters trust in technology. Discover strategies in Thread Service Desk for enhancing agency and transparency in AI...

Julie Ni Jun 22, 2026

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Service Magic

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massive improvements
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