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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

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

AI Service Desk

MCPs Explained: How MSPs Can Use AI Across Their Stack

Discover how Model Context Protocols (MCPs) empower MSPs to enhance AI integration, streamline operations, and improve service delivery across their...

Mark Alayev Jun 17, 2026

MSP AI

Why MSP Triage Automation Fails

MSP service desk triage automation keeps underperforming for three specific reasons — and none of them are the AI itself. Here's what to fix first.

Bobby Jacobs Jun 8, 2026

MSP Automation

The 5 Best AI Service Desk Platforms for MSPs in 2026

Discover the top five AI service desk platforms for MSPs in 2026, comparing key strengths, pricing, and ideal use cases to enhance your operations.

Jennifer Texada Jun 3, 2026

AI Service Desk

MSP Service Desk Automation in 2026: The Full Guide

Most MSP service desk automation fails because it's bolted onto a broken system. Here's the three-layer approach that actually changes service...

Mark Alayev May 25, 2026

Client Experience

Why Chat Is the Fastest Thing You're Not Using for MSP Service Delivery

Discover how chat-based support can transform MSP service delivery, drastically improve response times, and streamline operations compared to...

Amanda Swanson May 21, 2026

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