Thread’s 2025 Year in Review: The Year Tickets Met Their Match

If 2024 was about proving what AI could do for MSPs, 2025 was about turning the volume all the way up.

This year, Thread helped teams move faster, work smarter, and quietly eliminate a whole lot of tickets that never needed to exist in the first place. From record-breaking usage to unforgettable community moments, here’s a look back at the year that redefined what “support” can look like.

By the Numbers: A Very Busy Year for AI

In 2025, 54.4 million tickets were created through Thread. That’s a 63 percent increase from 2024, and a strong signal that MSPs are leaning harder than ever into AI-driven support.

Behind the scenes, Thread’s triage agent resolved 7,447 tickets outright, handling intake, classification, and routing before a human ever had to step in. That’s thousands of interruptions avoided and countless minutes saved across service desks.

Thread Inbox also became a true command center for support teams. This year, 1,617 technicians actively worked tickets inside Thread Inbox or Inbox Pods, using AI to stay focused on the work that actually requires human judgment.

Automation continued to do the heavy lifting. In 2025 alone, MSPs created 3,756 active automation flows, quietly killing repetitive tickets and shrinking queues without adding headcount.

And because support doesn’t live in email anymore, Microsoft Teams played a huge role too. 271,039 tickets originated directly from Teams channels, meeting users where they already work and keeping conversations out of messy inboxes.

All told, that’s millions of tickets handled, thousands of hours saved, and a lot fewer “quick questions” turning into full-blown tickets.

Moments That Defined 2025

Some highlights don’t show up in dashboards, but they matter just as much.

On social, a few posts stood out as clear community favorites. Our CEO and co-founders (Michael Evers, Mark Alayev, and Matt Linn) announcing the AI Service Unleashed conference sparked excitement early, our fundraising efforts showed what this community can do when it rallies together, and winning Best in Show at IT Nation proved that the broader industry is paying attention to what MSPs are building with Thread.

Speaking of conferences, 2025 was a big year in real life too. Thread took home Best in Show at IT Nation for the second year in a row, a moment that still hasn’t gotten old. We also launched the inaugural AI Service Unleashed Conference at Space Center Houston, bringing the community together under a literal rocket to talk about the future of service desks.

Yes, it was as cool as it sounds.

Building More Than Software

One of the biggest shifts this year wasn’t technical. It was human.

In September, we launched moved our weekly AISU call to Circle and created Thread’s new community space. What started at zero members grew to 576 members in just a few months, with 1,318 total attendees across community experiences. It became a place to swap ideas, share wins, ask hard questions, and collectively figure out what AI-first MSPs should look like.

That sense of community is also reflected in our growing partner base. We’re approaching 1,000 MSP partners, all experimenting, building, and pushing support workflows forward in their own way.

Looking Ahead

2025 was the year tickets started disappearing quietly, time started coming back to technicians, and MSPs began rethinking what support could feel like when AI actually works.

If this year taught us anything, it’s that the future of service desks isn’t louder, busier, or more complex. It’s calmer, faster, and far more human.

Here’s to killing even more tickets, saving even more time, and building what’s next together in 2026.