New Year, No New Tickets: New Year Resolutions Thread Actually Keeps

The start of the new year is when the motivation is still high, the coffee is still working, and MSPs everywhere are setting the same resolutions they set last year.

This is the year we finally reduce ticket backlog. This is the year we respond faster. This is the year techs stop living on the phone. This is the year clients stop asking, “What’s the status of my ticket?” This is the year we scale without burning out the team or hiring three more people.

The problem isn’t that MSPs don’t know what they want. It’s that most resolutions die the moment reality hits. Tickets keep piling up, communication stays fragmented, and “efficiency” becomes a buzzword instead of a result.

Thread exists for exactly this moment. Not to promise change, but to make it unavoidable.

Resolution #1: Reduce ticket backlog without adding headcount

Backlog is rarely a staffing problem. It’s a communication problem.

Apex Technology learned that the hard way. Serving healthcare clients meant unresponsive end users, endless phone tag, and hundreds of tickets stuck open through no fault of the technicians. At one point, their backlog hovered around 300 tickets, not because issues were complex, but because no one could get a response.

Once Apex implemented Thread, everything changed. Tickets moved to chat inside Microsoft Teams. AI handled triage and prioritization. Conversations happened inside the ticket instead of across voicemails and missed calls.

The result wasn’t theoretical. Apex dropped their backlog by roughly a third, sometimes as low as 100 tickets, while onboarding new clients and without hiring additional technicians. One senior engineer now manages an entire healthcare division with Thread handling the noise.

That’s not working harder in the new year. That’s finally removing the friction.

Resolution #2: Respond faster and actually prove it with metrics

“Faster response times” is on every MSP’s wish list. Very few can back it up with data.

WheelHouse IT can.

After years of trying to make chat work with outdated tools, WheelHouse IT adopted Thread and immediately saw what modern, AI-powered communication should feel like. Magic AI categorized and prioritized requests behind the scenes. Technicians stopped guessing what to work on next. Conversations moved faster because no one was trapped on a single phone call.

Response times dropped by 92 percent. Resolution times dropped by up to 45 percent. First-chat resolution improved. KPIs improved because the system stopped relying on human memory and manual categorization.

Speed wasn’t the only win. Consistency mattered just as much. Magic AI eliminated reporting errors, improved documentation, and made data something leadership could actually trust.

This is what it looks like when a resolution survives contact with reality.

Resolution #3: Make IT support feel human again

AI doesn’t replace human support. Bad processes do.

Both Apex and WheelHouse IT discovered the same thing once Thread was in place. When AI removes the repetitive work, humans finally get to show up where it matters.

Apex’s clients stopped feeling ignored because they could see ticket updates in real time. WheelHouse IT’s customers felt supported immediately because chat met them where they already worked, whether that was Teams, Slack, or somewhere else entirely.

Technicians felt the difference too. Skeptics at Apex became advocates within two months. WheelHouse IT techs gained peer support inside Thread, escalating issues seamlessly without breaking the client experience.

Support stopped feeling transactional and started feeling collaborative again.

That’s the kind of resolution clients notice.

Resolution #4: Scale without burning out your team

Growth shouldn’t require chaos as a prerequisite.

Thread helped Apex onboard new clients without adding technicians. It helped WheelHouse IT enable techs to manage multiple conversations at once instead of being locked into a single phone call. Automation handled intake. AI handled triage. Humans handled what they do best.

Scaling didn’t mean longer days or louder phones. It meant fewer interruptions and better outcomes.

This is the year resolutions stick

Most New Year’s resolutions fail because they rely on willpower. Thread works because it changes the system.

If your 2025 resolutions include faster response times, smaller backlogs, happier clients, and techs who don’t dread the inbox, you don’t need another goal-setting session. You need a platform built for how MSPs actually work.

Apex and WheelHouse IT didn’t wait for perfect conditions. They changed the way work flows, and the results followed.

This year, make a resolution your tools can keep. Thread is ready when you are. Book a demo with us today and keep those resolutions.