Onboarding Cohort Hub for New Partners
An Introduction to Thread's Guided Onboarding
Thread Training 1 - Getting Started
Thread Training 2 - Let's chat about chat!
Thread Training 3 - Customer Deployments!
Thread Training 4 - Service Collaboration Training!
Communicating Thread rollout to your customers
First-time Thread Workspace Setup Guide
Getting Started with Thread
Channels and Flows
Dynamic Flows - How to create a dynamic Triage Channel
A flow to send a Holiday out of office message
Creating your first flow
Creating channels & flows in Inbox
How to set-up Service Copilot Auto-Prioritization
Starter Prompts for Service Copilot Auto-Prioritization
How to track your time in Inbox
Sending attachments with Inbox
Save time answering chats with Snippets
Accessing & Installing Inbox
Can I style my messages?
Which shortcuts can I use in Inbox?
What is Inbox and how do I use it?
Setup an on-call member to be assigned
Setting up Inbox
Getting Started with Messenger
Prepare your customer-facing Messenger experience
Prepare your customer-facing Teams experience
Recommended plan for rolling-out chat
Messenger on Windows
Messenger on Web
How to setup the Autotask Ticketing Integration
Setting up an Email Communication Workflow in Autotask
How do I set up the Connectwise Automate Integration?
Configuring Messenger for Windows Deployment in ConnectWise Automate
Deploy Messenger for Windows through Automate via Script
How to enable Chat and TimePad pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
How to test the Customer Teams App in a Sandbox Environment
How to install your custom Teams app on your Customers' tenants
Connecting Thread to your Teams (for Service Providers)
Troubleshooting "You don't have permission" error in Teams
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
Frequently asked questions
How can I get help with setting up Thread?
How does Thread decide who gets assigned to dynamic Teams or Slack channels?
How to Setup a CSAT Survey
Can you add custom filters to Flows?
Can I get a custom Teams or Slack support app?
How do we request a feature that we need?
Is there a way to pull existing tickets to a channel in Inbox?
Are there any templates for the Teams app banner?
Can I disable the "New User" flow in Messenger chat?
I'm seeing tickets show up that were not created via Slack or Teams?
How can we send tickets from 2 or 3 service boards to Slack or Teams?
Which ticketing systems do you support?
Where can I find my Thread App ID?
Updated by Kristof Orts
A Live Chat ticket will render as a Chatgenie Ticket card in your live-chat channel (as pictured below); users will know that there is a new chat request or an update to a chat ticket when the channel highlights in bold:
There are 8 pieces of information delivered by the Ticket card, which are the keys to appropriately actioning a ticket
1. Ticket Summary: This is the information provided by the customer when creating a ticket.
2. User: This is the user who created the ticket.
3. Status: This is the current status of the ticket.
4. Assignment: This is the resource currently assigned to the ticket.
5. Company: This is the Company the user belongs to.
6. Priority: This is the priority level of the ticket.
7. Action Bar: These are actions in Manage and other integrated systems available to the technician from Slack.
8. Ticket Card Thread: This is the communications hub for the live chat ticket.Items 1-6 are self explanatory for ConnectWise Manage Service Ticket users, so we’ll zoom into 7 & 8 specifically in the next section.
How do I use Actions on the Chatgenie Ticket Card Action Bar?
There are three main areas of navigation from the Action Bar (Item 7 as pictured above):
Reply in Channel
Clicking this button will create a channel dedicated to the ticket in Slack; all actions taken against the Ticket Card and communications to the customer should then be performed from that dedicated channel.
Please Note: All communications in the dedicated channel will default as Internal Notes under the Ticket in ConnectWise Manage; if you desire that the message be entered as an External Note to the Discussion and transmitted to the Ticket Contact, please include the following command at the end of your sentence (also shown below): !send
Clicking the Assign To button will display the Members of the Slack that can be assigned to the ticket (as shown below).
Assigning a User: When you select a User from the list, that User will be added as the Assigned Resource for the Ticket in ConnectWise Manage. When the process is completed successfully, the Assigned Resource will be updated on the Ticket Card as the Assigned Resource (Item 4 as shown in the Ticket Card section above).
Clicking the Action button will expose the Actions that can be taken in progressing the Ticket in ConnectWise Manage:
ConnectWise Manage Actions
1. Update TicketThe Update Ticket function enables you to update the Description of the Ticket (as shown below)
2. Create Time Entry
The Create Time Entry function enables you to put a Time Entry in directly from Slack
The Status function enables you to change the Ticket Status directly from the Ticket Card in Teams (as shown below). When the change is made in Manage, the updated Status will be presented on the Ticket Card in Teams.
4. Add Note
The Add Note function enables you to add an Internal, Discussion, or Resolution Note to the Ticket from Teams.
5. Board type/subtype
The Board Type / Subtype function enables you to change the Service Ticket Type or Subtype from Teams: