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Customers get help when and where they want it without unsatisfying processes and frustrating resolution times; MSPs can support more requests and provide true value rather than being bogged down by phone calls, broken processes, and complex tech stacks.
Why MSPs Building Their Own AI Layer Keep Hitting the Same Wall
Somewhere on your team is a technician who's genuinely good with APIs. They've wired up n8n or a Claude subscription to draft ticket replies, maybe even built a flow that auto-categorizes incoming requests. The demo looked great in a team meeting. Six months later, that same technician is quietly maintaining it alone, and the tool is still only as good as the one MSP's worth of ticket history it's ever seen.
Somewhere on your team is a technician who's genuinely good with APIs. They've wired up n8n or a Claude subscription to draft ticket replies, maybe even built a flow that auto-categorizes incoming requests. The demo looked great in a team meeting. Six months later, that same technician is quietly maintaining it alone, and the tool is still only as good as the one MSP's worth of ticket history it's ever seen.
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Thread MCP and Liongard: Asset Intelligence in Action
James Wright spent months telling two vendors they needed to talk to each other.
James Wright spent months telling two vendors they needed to talk to each other.
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Why SLA-Compliant MSPs Still Lose Clients
A ticket can close inside its SLA window and still cost you the account. That's the part most SLA guides skip. Meeting the number on a compliance report and delivering service that feels responsive are not the same thing, and MSPs that treat them as interchangeable are the ones getting blindsided by churn they can't explain.
A ticket can close inside its SLA window and still cost you the account. That's the part most SLA guides skip. Meeting the number on a compliance report and delivering service that feels responsive are not the same thing, and MSPs that treat them as interchangeable are the ones getting blindsided by churn they can't explain.
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How Rarity Solutions Cut Ticket Handle Time by 80%
Rarity Solutions used to have a dispatcher. One person, sitting between every incoming ticket and the tech who'd actually work it, deciding what it was, how urgent it was, and where it should go. That job doesn't exist at Rarity anymore.
Rarity Solutions used to have a dispatcher. One person, sitting between every incoming ticket and the tech who'd actually work it, deciding what it was, how urgent it was, and where it should go. That job doesn't exist at Rarity anymore.
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Introducing Super Magic
Most AI tools sold to MSPs have the same flaw. They're search boxes with better manners. Ask a question, get an answer, then go do the work yourself across three other tabs.
Most AI tools sold to MSPs have the same flaw. They're search boxes with better manners. Ask a question, get an answer, then go do the work yourself across three other tabs.
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8 MSP Phone Support Bottlenecks in 2026
Your service desk runs on tickets. Every ticket has a timestamp, an owner, a status, a history you can pull up months later if you need to. Your chat channels work the same way. Searchable, attributable, auditable.
Your service desk runs on tickets. Every ticket has a timestamp, an owner, a status, a history you can pull up months later if you need to. Your chat channels work the same way. Searchable, attributable, auditable.
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How to Centralize MSP Client Context with AI in 2026
A ticket comes in. "VPN keeps dropping for the finance team." Simple enough.
A ticket comes in. "VPN keeps dropping for the finance team." Simple enough.
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7 Reasons MSP Phone Support Quality Breaks Down
Phone support is not broken because clients still call.
Phone support is not broken because clients still call.
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Control - A Reflection of Trust - Part 3
Two Sides of the Same Coin In this final installment of our series on AI and trust, we examine how giving users control and agency over AI behavior helps them feel safer and more comfortable. Social science literature offers two competing perspectives on the relationship between trust and control: some researchers argue they are inversely related (the less trust exists, the more control is desired), while others contend they are complementary, with greater control in certain environments actually fostering trust development (Vosselman, 2009). At Thread, we subscribe to the latter view. By giv
Two Sides of the Same Coin In this final installment of our series on AI and trust, we examine how giving users control and agency over AI behavior helps them feel safer and more comfortable. Social science literature offers two competing perspectives on the relationship between trust and control: some researchers argue they are inversely related (the less trust exists, the more control is desired), while others contend they are complementary, with greater control in certain environments actually fostering trust development (Vosselman, 2009). At Thread, we subscribe to the latter view. By giving users the right degree of control over AI agents in Thread Service Desk and adhering to the Human-in-the-Loop design pattern, we aim to reduce the discomfort that comes with AI's inherent unpredictability.
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