How WheelHouse IT Reduced Response Times by 92% with Thread

"We’ve been trying to integrate chat for years because we’ve always wanted clients to have the easiest way possible to reach out to us at any time. But tools like ConnectWise ChatAssist never did the trick. Then we found Thread — that changed everything.”

Gani Zebersky, CEO and Managing Partner | WheelHouse IT

WheelHouse IT is a Florida-based managed services provider known for delivering fast, responsive support to a growing client base. As their business expanded, maintaining quick response times and a high-quality client experience became increasingly challenging.

The team prides itself on delivering proactive, relationship-driven IT support, but traditional ticket workflows were slowing down how quickly technicians could respond to incoming requests.

To maintain their reputation for fast service, WheelHouse IT needed a smarter way to manage support requests.

Before implementing Thread, WheelHouse IT’s service desk faced a common MSP challenge: incoming requests often lacked the information technicians needed to begin resolving the issue.

Support tickets frequently required multiple follow-up messages just to gather basic details about the problem. This back-and-forth created delays in response times and added unnecessary friction to the support process.

The team wanted to:

• Respond to clients faster
• Reduce the time spent triaging new tickets
• Capture better information at the start of every request
• Deliver a smoother support experience for end users

Without improving the intake process, the service desk would continue losing valuable time to manual triage.

WheelHouse IT implemented Thread’s AI-powered service desk platform to automate how support requests are captured and structured before entering ConnectWise Manage.

Instead of relying on traditional ticket submissions, Thread gathers the right details through conversational interactions with users. The platform structures incoming requests, prioritizes them appropriately, and ensures technicians receive the context they need immediately.

This allows the service team to move directly into troubleshooting rather than spending time collecting missing information.

Today, Thread acts as the intelligent intake layer for WheelHouse IT’s service desk.

When clients reach out for support, Thread captures the request, gathers key details about the issue, and automatically structures the information before creating a ticket in the PSA.

This structured intake gives technicians immediate context, allowing them to prioritize issues and respond more quickly.

“Thread allows our technicians to spend less time gathering information and more time solving problems.”

By removing the manual work of triaging new tickets, WheelHouse IT can focus on delivering fast, high-quality support.

WheelHouse IT Reduced Response Times by 92%

With Thread handling intake and triage, WheelHouse IT dramatically improved how quickly their team responds to incoming support requests.

Technicians now receive tickets that already contain the information needed to begin troubleshooting, eliminating the delays that previously came from gathering missing details.

This streamlined workflow allowed the service desk to reduce average response times by 92%, improving both technician efficiency and the overall client experience.

For WheelHouse IT, improving response times wasn’t just about speed—it was about delivering the level of service their clients expect.

By introducing Thread as the front door to their service desk, the team created a faster, more structured support workflow while still maintaining the personal service their clients value.

With clearer requests and automated triage, WheelHouse IT can respond to issues faster and keep their technicians focused on solving problems instead of managing tickets.