Your clients' everyday requests.
More ways to handle them.
Thread is a chat-first AI ticketing assistant, while MSP Process brings AI automation to your team across every channel your clients use.
FIND YOUR FIT
Your team's daily work.
The fit for your team.
Start with the requests your team handles, the channels your clients use and the tools you want to bring together.
Thread for tickets in Teams
Thread fits when your team needs an AI assistant to draft and update tickets inside Teams, alongside the separate tools you already use.
- AI assistance with ticket drafting
- Ticket updates directly inside Teams
- Your existing tools alongside Thread
MSP Process for broader automation
MSP Process brings AI Voice, Teams, SMS, WhatsApp, Live Chat, Portal and email into one queue, with scheduling and alerting alongside your tickets.
- Client requests across every channel
- Password sharing and client scheduling
- Broadcast messages and on-call alerts
WHAT YOU GAIN
More of your day.
Together in one place.
- 13+
- Voice, messaging, scheduling and password reset
PUT TO WORK
Your team's everyday work.
More of it handled.
Explore how MSP Process connects client requests, ticket handling and follow-up, with the tools your team uses throughout the day.
Client requests across every channel
Your team can handle requests through AI Voice, Teams, SMS, WhatsApp, Email, Portal and Live Chat in MSP Process.
- Voice calls and Teams conversations
- SMS, WhatsApp and Email requests
- Portal and Live Chat requests
Your clients' calls with technicians
Your clients can confirm that a caller is your technician before granting access, with the check available through MSP Process.
- Client confirmation of technician identity
- Identity checks before access approval
- Caller details for your clients
AI Voice Agent for calls
A client calls after hours, and your 24/7 AI Voice Agent answers, opens the ticket, triages the request and routes it to on-call.
- Client calls answered after hours
- Ticket creation from incoming calls
- Request triage and on-call routing
Incoming requests and outgoing updates
Bring SMS / MMS, WhatsApp in 180+ countries, SMS Broadcast, status notifications and on-call escalation together for your team and clients.
- Two-way SMS / MMS ticket conversations
- WhatsApp requests across 180+ countries
- SMS Broadcast and status notifications
Password reset and data sharing
Your team shares credentials and sensitive data through branded one-time-use links logged to the ticket, replacing PwPush and encrypted-email subscriptions.
- Branded links for sensitive data
- One-time-use links for shared credentials
- Sharing records alongside the ticket
On-call rotations and after-hours routing
Set your team's on-call rotations, route after-hours tickets to whoever is on duty and escalate automatically when they don't respond.
- On-call rotations for your team
- After-hours tickets routed to duty
- Automatic escalation for unanswered requests
Client appointments through ScheduleAssist
Your clients book appointments against your technicians' real availability, directly from the ticket, with ScheduleAssist replacing a separate TimeZest subscription.
- Client booking from the ticket
- Appointments against real technician availability
- Scheduling without separate booking subscriptions
Incident alerts and client updates
Your team can detect, alert and escalate major incidents, with mass SMS notifications, on-call paging and status updates sent automatically from the queue.
- Automatic notifications for major incidents
- On-call paging and escalation workflows
- Status updates for affected clients
The tools you need.
The details beside them.
Compare the capabilities your team needs for daily requests, client conversations and follow-up, alongside the tools you already have in place.
| Capability | MSP Process | Thread |
|---|---|---|
| End User Verification (every channel) | Yes | No |
| Reverse Technician Verification (Patent Pending) | Yes | No |
| AI Voice Agent, 24/7 call handling | Yes | |
| AI Voice, caller identity verification | Yes | No |
| AI Voice Password Reset Agent Native Active Directory & Microsoft 365 passwords | Yes | No |
| AI Voice Fuzzy Name Matching | Yes | Unknown |
| AI Voice Time Entries | Yes | Yes |
| Microsoft Teams ticketing | Yes | Yes |
| SMS / MMS two-way ticketing | Yes | No |
| WhatsApp ticketing (180+ countries) | Yes | No |
| Live Website Chat | Yes | Yes |
| Branded Client Portal & Mobile App | Yes | No |
| AI Triage & Categorization | Yes | Yes |
| SMS Broadcast for Outages / Downtime | Yes | No |
| On-Call Scheduling & Escalation | Yes | No |
| Self-Service Calendar Scheduling | Yes | No |
| In Pod Password Reset Native Active Directory & Microsoft 365 passwords | Yes | No |
| Automated Privilege Password Rotation | Yes | No |
| Secure Data & File Sharing | Yes | No |
| Technician Mobile App: ticketing, messaging, on-call and mileage tracking, AI ticket creation and time entries | Yes | No |
Sourced 2026-09-09.
Start with one client.
Bring the rest across.
The initial switch is usually a 1-day project, keeping your PSA (professional services automation) in place and installing MSP Process alongside Thread for one client. We share an onboarding plan, and an admin walks you through moving the rest of your clients within a couple of weeks.
LET'S TALK AUTOMATION
Your service desk tools.
More work brought together.
See MSP Process answer a call, open the ticket and log the audit trail, then explore replacing Thread and 4 to 6 more tools.
Walkthrough
Product walkthrough
Quote
Bring us the process you most want to stop doing by hand.