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Service Magic

Stories of MSPs, ITSX, & delivering outstanding service experience

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

Voice AI

Replace Your Answering Service and Paging Tool: Introducing Voice On-Call

Streamline your MSP operations with Voice On-Call from Thread, eliminating the need for separate paging tools and answering services for efficient...

Nicole Riemer Oct 22, 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

MSP Client Experience

98% CSAT, 6 Out of 10 at the QBR: How GadellNet Rebuilt Its MSP Service Delivery

GadellNet's CSAT was 98%, but clients rated the partnership a 6. Here's how reviewing every ticket with AI, and coaching instead of policing, closed...

Amanda Swanson Oct 16, 2026

MSP AI

Taking Back Control: Stop Letting Clients Run Your MSP

Discover how MSPs can transform client relationships from order-taking to expert advisory, enhancing profitability and operational efficiency.

Jake Gipson Oct 13, 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

Thread Launches Automagically

Discover how Thread's Automagically empowers MSP technicians to create and run automations effortlessly, transforming service management without...

Sienna Quirk Sep 30, 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

Client Experience

What Your QBRs Aren't Telling You And What That's Costing Your MSP

Uncover the hidden insights your QBRs miss that cost your MSP renewals and revenue. Learn how to transform your reviews from status updates to...

Matt Linn Sep 2, 2026

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