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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

Stories by Mark

AI Service Desk

AI in MSPs: Reducing Busy Work for Better Service Delivery

AI was supposed to lighten the load for MSP service desks. Here’s why it made the work heavier, and how MSPs use AI agents to remove the busy work.

Mark Alayev Oct 23, 2026

MSP profit margins

Per-User Pricing Was Built on Labor. AI Just Changed the Labor.

Explore how AI is reshaping pricing models for MSPs, shifting from traditional per-user fees to outcome-based pricing that enhances profitability and...

Mark Alayev Oct 21, 2026

The Service Desk Is 140 Years Old. AISU Live Showed What Comes Next.

Discover how Thread is revolutionizing the service desk model, transforming automation and AI to enhance efficiency and profitability for MSPs.

Mark Alayev Oct 8, 2026

MSP AI

How to Choose AI Help Desk Automation for MSPs

Discover how to effectively choose AI help desk automation for MSPs by focusing on outcomes like cost per ticket and labor efficiency, not just...

Mark Alayev Sep 16, 2026

MSP Client Experience

What Do You Show Your Biggest Client Who Asked If They Still Need You?

Discover how to demonstrate your value to clients and secure your position as a vital partner, even when budget cuts are on the table.

Mark Alayev Sep 10, 2026

MSP Automation

Why ConnectWise MSPs Are Adding Thread Instead of Replacing ConnectWise

Discover how MSPs are enhancing their ConnectWise experience with Thread, streamlining communication and reducing fragmentation without replacing...

Mark Alayev Aug 24, 2026

Build vs Buy

Why MSPs Building Their Own AI Layer Keep Hitting the Same Wall

MSPs face challenges when building in-house AI tools due to limited data and expertise, hindering growth. Learn why dedicated platforms outperform...

Mark Alayev Aug 14, 2026

MSP Automation

Agentic AI vs. Automation: What MSPs Are Actually Buying

Discover the crucial difference between agentic AI and automation for MSPs, and learn how to choose the right tools for efficient service management.

Mark Alayev Jul 23, 2026

Product Update

Introducing Super Magic

Thread releases Super Magic, the agentic AI that transforms IT support by automating ticket management, enhancing efficiency, and reducing technician...

Mark Alayev Jul 9, 2026

AI Service Desk

MCPs Explained: How MSPs Can Use AI Across Their Stack

Discover how Model Context Protocols (MCPs) empower MSPs to enhance AI integration, streamline operations, and improve service delivery across their...

Mark Alayev Jun 17, 2026

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Service Magic

Stories by Mark

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massive improvements
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