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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

Voice AI

Your Help Desk Might be a Risk. Here's How to Verify Every Caller.

Learn how to enhance your MSP's security by verifying callers effectively and preventing impersonation attacks on your help desk.

Mark Alayev Nov 5, 2026

Product Update

Help Desk Social Engineering: How MSPs Verify Caller Identity Before Resetting Passwords or MFA

Learn how MSPs can effectively verify caller identity to prevent social engineering attacks and enhance security in help desk operations.

Jake Gipson Nov 5, 2026

MSP Pricing Models Are Changing: How AI Is Reshaping Managed Services

How should MSPs price AI services? Explore managed services pricing models, recurring AI revenue, and ways to protect margins as AI changes service...

Bobby Jacobs Nov 3, 2026

Voice AI

5 MSP Voice AI Myths That Keep Your Phones Stuck Outside the Service Desk

Discover the top five myths about MSP voice AI that hinder effective communication. Learn how to enhance your service desk operations today.

Jake Gipson Nov 2, 2026

AI Service Desk

AI in MSPs: Reducing Busy Work for Better Service Delivery

AI was supposed to lighten the load for MSP service desks. Here’s why it made the work heavier, and how MSPs use AI agents to remove the busy work.

Mark Alayev Oct 23, 2026

Voice AI

Replace Your Answering Service and Paging Tool: Introducing Voice On-Call

Streamline your MSP operations with Voice On-Call from Thread, eliminating the need for separate paging tools and answering services for efficient...

Nicole Riemer Oct 22, 2026

MSP profit margins

Per-User Pricing Was Built on Labor. AI Just Changed the Labor.

Explore how AI is reshaping pricing models for MSPs, shifting from traditional per-user fees to outcome-based pricing that enhances profitability and...

Mark Alayev Oct 21, 2026

MSP Client Experience

98% CSAT, 6 Out of 10 at the QBR: How GadellNet Rebuilt Its MSP Service Delivery

GadellNet's CSAT was 98%, but clients rated the partnership a 6. Here's how reviewing every ticket with AI, and coaching instead of policing, closed...

Amanda Swanson Oct 16, 2026

MSP AI

Taking Back Control: Stop Letting Clients Run Your MSP

Discover how MSPs can transform client relationships from order-taking to expert advisory, enhancing profitability and operational efficiency.

Jake Gipson Oct 13, 2026

The Service Desk Is 140 Years Old. AISU Live Showed What Comes Next.

Discover how Thread is revolutionizing the service desk model, transforming automation and AI to enhance efficiency and profitability for MSPs.

Mark Alayev Oct 8, 2026

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