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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

Stories by Mark

AI Service Desk

MSP Service Desk Automation in 2026: The Full Guide

Most MSP service desk automation fails because it's bolted onto a broken system. Here's the three-layer approach that actually changes service...

Mark Alayev May 25, 2026

AI Service Desk

11 Service Intelligence Must-Haves for MSP Support Teams

The 11 service intelligence tools for MSPs every support team should demand — from unified client history to QBR-ready reporting built from real work.

Mark Alayev May 11, 2026

MSP Automation

How Alvarez Technology Group Reclaimed 40 Hours a Week (Without Adding Headcount)

Discover how Alvarez Technology Group reclaimed 40 hours a week with AI-powered ticket follow-ups, boosting efficiency and scaling without adding...

Mark Alayev Mar 26, 2026

Thread News

Thread x Pia: From AI Conversation to Fully Automated Resolution

Discover how Thread and Pia integrate to automate MSP service desks, enhancing efficiency by resolving routine tickets without technician...

Mark Alayev Mar 16, 2026

AI Service Desk

Why Thread Doesn’t Train on Your Data and How That Makes the AI Better

Discover why training AI on historical service desk data is flawed and how Thread uses first principles for better consistency and reliability.

Mark Alayev Mar 13, 2026

AI Service Desk

New Year, No New Tickets: New Year Resolutions Thread Actually Keeps

Discover how MSPs can achieve their New Year resolutions with Thread, reducing ticket backlog, improving response times, and scaling efficiently.

Mark Alayev Mar 11, 2026

Thread News

From Tickets to Client Health: Meet Client Intelligence

Client health lives across ticket history, chat logs, technician notes, documentation systems, and the unstructured memory of your best people.

Mark Alayev Mar 11, 2026

Thready Awards

Announcing the Recent Thready Award Winners

Celebrating the 2025 Thready Award winners for innovative AI and automation in service desks, highlighting excellence in inbox transformation,...

Mark Alayev Mar 11, 2026

Thread News

AISU Conference 2026: The Conversations That Matter

Explore the pivotal conversations at AISU Conference 2026, focusing on AI-driven transformation in MSP services, operational discipline, and...

Mark Alayev Mar 11, 2026

Thread News

Thread to Host 2026 AISU Conference at MoPOP in Seattle

AISU Conference 2026 will be held at MoPOP in Seattle, focusing on real-world AI-powered service innovations and industry collaboration.

Mark Alayev Mar 11, 2026

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Stories by Mark

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