How Kalleo Technologies Runs a 12-Technician Service Desk for 120 Clients with Thread

Kalleo Technologies is a 40-person MSP based in Paducah, Kentucky that provides 24x7x365 help desk support, network management, cloud services and security management to healthcare, transportation, government and technology organizations. Kalleo also serves the Dallas, Atlanta and Nashville markets. The company measures its success by a single standard: customer satisfaction.

That standard runs through the service desk, where 12 technicians support 120 managed clients. Dylan O'Hara leads the team as Managed Service Desk and Help Desk Manager. Kalleo has worked with Thread for 18 months, running it on top of ConnectWise Manage.

When Kalleo brought in Thread, Dylan saw an interface living on top of the PSA and a team of technicians who had spent years working inside ConnectWise all day, every day. His goal was to make the move worth it for every tech: close the gaps between Thread's Inbox and the PSA so technicians could leave old habits behind and spend their time resolving issues instead of preparing tickets.

The Core Problem

Technicians spent too much time grooming tickets and hunting for client information before they could start fixing anything.

"Where were the gaps between Inbox and the PSA? Where could I fill those gaps and make the connections, so it was worth it for my technicians to move out of the old PSA and into Inbox?"

— Dylan O'Hara, Managed Service Desk and Help Desk Manager, Kalleo Technologies

• Manual ticket grooming that Dylan calls "the old archaic ways"
• Technicians digging for client details before work could begin
• Searching the PSA "at a wide net" to piece together a user's history
• Newer Level 1 techs unsure who to assign a complex ticket to

Dylan's plan was to build the bridge, then show each technician exactly what it saved them.

Thread was deployed as Kalleo Technologies' AI service desk layer, connecting email, phone and chat intake to ConnectWise Manage and automating the ticket grooming that used to happen by hand.

Every ticket now flows to one board, and technicians work it from Thread's Inbox. Recaps gather the client's details up front, so the context is already in place before anyone opens the ticket.

Dylan built the rest of the workflow around three pieces:

• Teams and views. A priority view highlights P1s and the issues that matter most. A new ticket view is watched constantly so nothing arrives unnoticed. Individual team views show each technician their assigned tickets and current workload.
• Skills. Structured prompts give technicians the same quality of output every time, and a dedicated Skill helps Level 1 techs identify the best person to assign a ticket to.
• Super Magic. Techs pull a focused picture of a ticket's history instead of combing through the PSA.

Rollout happened through one-on-ones. Dylan showed each technician how much time Thread saved them, then kept coaching as new features shipped, using Thread's documentation as the reference point instead of writing his own.

"You have a ticket groomed and ready to go when it's handed to you. So they're able to start working immediately. And they love that."

— Dylan O'Hara, Managed Service Desk and Help Desk Manager, Kalleo Technologies

Super Magic has become the team's first stop for research. Dylan wrote starter prompts for each tier, from Level 1 resources through Level 2 and Level 3 engineering, so every tech knows how to begin a conversation with it. When a senior engineer isn't available, Super Magic fills that gap.

Knowledge base articles on Kalleo's clients, which the company didn't have before, now benefit teams well beyond the service desk. Each new article makes the next ticket easier, and the team has expanded further by connecting more tools through MCPs.

For technicians, the shift is simple: less hunting, more fixing. For Kalleo's clients, the person working their issue already knows the history behind it.

"Who wants to go to Google anymore? Super Magic is your friend. It's the coworker you've been missing. It's the mentor you've been missing."

— Dylan O'Hara, Managed Service Desk and Help Desk Manager, Kalleo Technologies

Day in the Life

A ticket lands on Kalleo's board and appears in the new ticket view the team keeps open. The Recap has already captured the user, the client and the problem. A Level 1 tech isn't sure who should own it, so they run the assignment Skill and route it to the right engineer. That engineer asks Super Magic how many times this issue has come up from the same user in the last four days, gets the answer in seconds, and starts working.

Kalleo Technologies Achieved Instant Adoption and Ready-to-Work Tickets

Once technicians saw what Skills and Recaps saved them, Dylan describes adoption as instant. The repetitive prep work that used to come before every ticket is already done when a tech picks it up.

The gains compound. Recaps feed better context to technicians, Super Magic turns that context into faster answers, and new knowledge base articles make the whole company smarter about its clients. Dylan says the backend has evolved more in 18 months than anything he has seen in the tech space.

"I'm seeing our efficiency spike in ways that I never thought possible. I could not imagine going back to just using ConnectWise."

— Dylan O'Hara, Managed Service Desk and Help Desk Manager, Kalleo Technologies

Did Thread reduce manual work for technicians? Yes. Ticket grooming is handled before a ticket is handed off, so technicians start on the resolution right away.

Did the service desk actually adopt Thread? Yes. Dylan describes adoption as instant once technicians saw the time it saved them and learned to use Skills.

Did Kalleo have to replace ConnectWise Manage? No. Thread runs on top of ConnectWise Manage, and Dylan says he could not imagine going back to ConnectWise alone.

Did the benefits reach beyond the service desk? Yes. Client knowledge base articles created with Thread now serve the entire company.

Kalleo Technologies didn't ask its technicians to abandon the tools they knew. Dylan O'Hara found the gaps between Thread and ConnectWise Manage, filled them with views, Recaps and Skills, and coached each tech until the benefit was obvious. Today a 12-person service desk supports 120 clients with tickets that arrive ready to work, a growing knowledge base and an AI mentor available to every tier. His advice to MSPs starting out is direct: have the honest conversation about your PSA's technical debt first, because "Thread is only as good as what you give it in the PSA."

Takeaway: Kalleo Technologies shows that MSPs using ConnectWise Manage can hand every technician a groomed, context-rich ticket by deploying Thread as their AI service desk layer, without replacing their existing tools.