How Logic TCG Increased Same-Day Ticket Resolutions

"Thread does what it’s supposed to do exceptionally well: it gives end users a real-time opportunity to speak with techs and get help. It also gives techs the chance to work in real-time with users to resolve problems."

Yohan Ruparatne, Founder and President | Logic

Logic TCG is a managed services provider dedicated to delivering reliable and responsive IT support to its clients. As their client base grew, maintaining fast response times and efficient service delivery became increasingly important.

The service desk plays a central role in ensuring issues are resolved quickly so clients can stay focused on running their businesses. However, the team recognized that improving how requests entered the service desk could significantly improve how quickly issues were resolved.

Before implementing Thread, Logic TCG’s service desk faced a familiar challenge for growing MSPs: support requests often arrived with incomplete or unclear information.

Technicians frequently needed to follow up with users to gather additional details before they could begin troubleshooting. This created delays in the support process and made it harder to resolve issues quickly.

The team wanted to improve how requests were captured so technicians could immediately understand the issue and begin working toward a resolution.

By reducing the time spent gathering information, Logic TCG hoped to increase the number of issues resolved on the same day they were submitted.

Logic TCG implemented Thread’s AI-powered service desk platform to improve the way support requests are captured and structured.

Instead of relying on traditional ticket submissions, Thread allows users to describe their issue through a conversational interface. The platform gathers the necessary information and automatically structures the request before creating a ticket.

This ensures each ticket contains the context technicians need to begin troubleshooting immediately, reducing the back-and-forth typically required to clarify requests.

Today, Thread acts as the intake layer for Logic TCG’s service desk.

When a user requests support, Thread captures the conversation and collects additional details about the issue. The platform then converts the interaction into a structured ticket with the relevant information already included.

Technicians receive requests that are easier to understand and prioritize, allowing them to move directly into troubleshooting.

“Thread helps us capture the right information upfront so our technicians can start solving problems faster.”

This structured approach eliminates unnecessary delays and helps the team resolve issues more efficiently.

Logic TCG Increased the Number of Tickets Resolved the Same Day

With Thread improving how requests are captured and structured, Logic TCG significantly improved the efficiency of their service desk.

Technicians now receive clearer requests with the information they need to begin troubleshooting immediately. By removing the back-and-forth typically required to gather details, the team can prioritize issues more effectively and resolve more tickets on the same day they are submitted.

This streamlined workflow allows Logic TCG to deliver faster, more consistent support to their clients

For Logic TCG, improving service desk performance started with improving how requests entered the system.

By implementing Thread, the team introduced a more structured and conversational approach to support intake. Technicians now receive clearer requests, allowing them to focus on resolving issues instead of gathering information.

The result is a more efficient service desk where more issues are resolved the same day—improving both technician productivity and the overall client experience.