Thread

Every ticket used to start the same way. Open it. Go find the context. Figure out where to begin. Our newest feature, Proactive Suggestions flips that. The moment a ticket is created, your tech gets a structured draft, resolution steps, relevant docs, client context pulled automatically from your knowledge base, past tickets, IT Glue, Hudu, or PSA notes. 🎟️ Chat tickets. ☎️ Voice tickets. Before they ask for a thing. Briefing first. Blank screen never. Want to see it inside your own environment? 👉 https://bit.ly/4uQl8e0 What would it mean for your team to start every ticket already a step ahead? #MSP #AIServiceDesk #ManagedServices

Not time-to-close. Not CSAT. Not feature adoption.... Actual labor cost. From the moment a ticket opens to the moment it's resolved. If you don't know that number, you don't know your service economics. And if you don't know your service economics, you don't know whether your service desk investment is working, or whether certain clients are quietly destroying margin while looking fine on paper. The market already repriced managed services. Average deal sizes didn't just dip. They restructured. The MSPs that pull ahead in 2026 won't be the ones who closed the most deals. They'll be the ones who got their cost per ticket under control first. READ: The Real MSP Profitability Problem: Revenue Shrank. Overhead Didn't https://bit.ly/4dkbw47 #MSP #ManagedServices #MSPprofitability

Amanda Swanson, Christian Johns, and Byron Peeples are in Amsterdam this week at TruMethods Peer Group spending time with operators who aren't waiting around for the industry to catch up. They're already building. Peer groups like this shape how MSPs actually grow. #MSP #TruMethods #ManagedServices #PeerGroup

Our our Stephen Boss will be speaking at Build IT! Are you going to be there?

A ticket comes in. A tech works it. It closes. Repeat. The problem is that pattern (ticket by ticket, in isolation) means your team never builds a real picture of what's happening with a client. Issues recur. Context gets lost. QBRs feel like archaeology. Service Intelligence is what changes that. It's not a single feature, it's a layer of capability that connects what's happening in service work to what it means for the client relationship. The 11 must-haves break into three categories: context at intake, just-in-time intelligence, and compounded intelligence over time. 11 Service Intelligence Must-Haves for MSP Support Teams https://bit.ly/4ff9ogr Most MSPs have pieces of this. Few have all of it working together. #MSP #ManagedServices #AIServiceDesk

Sometimes the person answering the phone doesn't know which questions to ask." Tom Wrigglesworth, a third-line tech at Netteam tX Ltd, wrote one of the most honest operator accounts I've read about AI in the helpdesk, the build vs. buy journey, what worked, what didn't, and why the fix has to happen before the ticket reaches anyone. #MSP #ManagedServices #AIServiceDesk Read this week's issue ↓

This is the conversation more MSPs need to be having!! 🏴☠️ Great breakdown from Darren Strong Strong featuring insights from Bobby Jacobs from Thread on why scaling the service desk isn’t just about adding more people. The best MSPs are fixing the flow of work, not just throwing headcount at the problem.

We're #hiring a new Account Executive in United States. Apply today or share this post with your network.

🔴 Live now: Your Winning Edge featuring our own Bobby Jacobs A great conversation on how AI is reshaping service delivery, sales, and what it takes to build something that actually scales in this market. If you’re thinking about where MSPs are headed, this is worth tuning into. 👇