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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

Stories by Mark

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

Thread Product Announcement

Thread Officially Launches Voice AI

Voice AI by Thread revolutionizes phone support with automation, real-time documentation, and intelligent routing, enhancing efficiency and customer...

Mark Alayev Mar 11, 2026

MSP Profitability

How to Uncover Margin Killers in Your Service Desk

Identify and eliminate hidden inefficiencies in your service desk to protect your margins using AI-driven automation and smarter workflows. Discover...

Mark Alayev Mar 11, 2026

MSP AI

Managed Intelligence: The Next Competitive Advantage for MSPs

Discover how Managed Intelligence is transforming MSPs into strategic partners, delivering AI-driven insights and proactive solutions that set new...

Mark Alayev Mar 11, 2026

Product Update

The Voice-Enabled Service Desk: Should You Answer the Call?

Revolutionize your service desk with Voice AI to transform calls into actionable data, boost efficiency, and enhance customer experience.

Mark Alayev Mar 11, 2026

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Stories by Mark

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