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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.
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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MCPs Explained: How MSPs Can Use AI Across Their Stack
Your team is already being asked to do more with less: resolve tickets faster, improve client experience, prepare cleaner QBRs, spot risks before they become escalations, and keep every system updated along the way.
Your team is already being asked to do more with less: resolve tickets faster, improve client experience, prepare cleaner QBRs, spot risks before they become escalations, and keep every system updated along the way.
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Why MSP Triage Automation Fails
Most MSPs I talk to have already tried to automate triage. Some of them are still using what they set up. A lot more quietly turned it off after a few months and went back to doing it manually.
Most MSPs I talk to have already tried to automate triage. Some of them are still using what they set up. A lot more quietly turned it off after a few months and went back to doing it manually.
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The 5 Best AI Service Desk Platforms for MSPs in 2026
Twelve months ago, automated triage was a new idea. Today every PSA vendor, every RPA tool, and a growing list of AI-native startups are doing it in different ways. ConnectWise acquired zofiQ. Kaseya launched Cooper AI. NeoAgent raised seed funding and started showing up in peer group conversations.
Twelve months ago, automated triage was a new idea. Today every PSA vendor, every RPA tool, and a growing list of AI-native startups are doing it in different ways. ConnectWise acquired zofiQ. Kaseya launched Cooper AI. NeoAgent raised seed funding and started showing up in peer group conversations.
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