“To ensure service quality and manage capacity, each request is scheduled on our Support Engineers' calendars. But PSA-native calendar functionality can be challenging to use at scale. By seamlessly integrating into our existing workflow, Thread Planner will be a game changer for our engineers and Service Coordinators, as it streamlines our scheduling processes significantly—directly within the interface we already use for our real-time client interactions (Inbox). We are excited to see what future updates Thread has Planned.”
End-to-End Triage Automation
Our vision is to create a seamless experience that automatically triages voice and chat requests, determining exactly which team should handle each issue with minimal human intervention.
Customizable AI Service Agents
We're building towards a future where companies can create and train their own specialized IT service agents that learn and adapt to your specific infrastructure and needs.
Phase 1
Assitive AI
We enhanced technician productivity with assistive features that streamline triaging. From auto-prioritization to recaps, these capabilities laid the groundwork for smarter service workflows.
Phase 2
Agentic AI
Now, we’re building autonomous agents that actively manage tasks and workflows. triage agents, reminder agents, and the upcoming dispatcher agent move beyond assistance — taking initiative in real time.
Phase 3
Voice AI
Voice remains the most manual and costly channel — but it doesn't have to be. We're bringing AI to voice and SMS with Phone AI, intelligent ticket routing, and integrations with PSA tools like Pia and Rewst.
Phase 4
AI Team
The future is fully agentic: a world where you can create and train your own AI agents tailored to your unique IT environment. With Agent Operators and deep RMM integrations, your AI team will learn, adapt, and collaborate — just like your human one.
The Future of IT Service Is Here—And It’s Personal, Intelligent, and Limitless
To our partners and future customers:
We’re standing at a turning point in the history of IT service. For decades, the model has remained largely unchanged—people opening tickets, waiting in queues, and relying on overworked technicians to solve issues that repeat themselves far too often. But the world has changed. Expectations have changed. And we believe it’s time for IT service to change with it.
At Thread, we’re not just building software—we’re reimagining how service is delivered. We believe the future of IT is one where human potential is amplified by AI, not buried beneath tickets. A future where support is instant, personalized, and feels more like magic than mechanics.
Our conviction is simple: the technician-to-end-user ratio should no longer define the limits of a business. By putting AI at the heart of the service desk, we’re unlocking radically better experiences—for both the people providing service and the people receiving it. We’re helping MSPs do more with less, grow faster, and focus on what really matters: delivering service that delights, not just resolves.
The AI service desk is not a trend—it’s a transformation. And we’re just getting started.
Thank you for believing in this journey. The future is bright, and together, we’re building it.
Founder & CEO, Thread
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