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
What is IT Glue?
IT Glue is a documentation platform that allows for efficient storage and retrieval of all the documentation you need to help your MSP run better. With IT Glue, you have a way to take the information that may be cluttering up other systems and structure it properly inside IT Glue, to provide a more effective organization of information to your team. You can think of IT Glue like adding a flexible shelving system to a cluttered home office. By organizing and labeling the shelves in a logical way, you're improving efficiency. The IT Glue integration lets you get information of the configuration and attachments in the chat platform.
How do I set up the IT Glue integration?
Open Thread Admin Panel. Tap on Integrations sections and click on IT Glue option to configure it.
You’ll need 2 things to configure IT Glue:
1. Base URL: If you are a partner with an account in Europe data center the base URL is https://api.eu.itglue.com/ If you are a partner with an account in Australia data center the base URL would be https://api.au.itglue.com/. Otherwise, it is https://api.itglue.com/.
2. API Key: This is the code generated in IT Glue. See next section for details. Once you’ve filled out these fields, click connect.
How do I get an API key?
In IT Glue, click Account -> Settings -> API Keys. There you can generate a custom APi key.
Once set up, you'll now be able to get configuration info in Teams or Slack.
What if I enabled IP restriction?
If you have IP restriction feature enabled you will need to add IP addresses:
How to make IT Glue work with Thread?
In order to be able to fetch configuration information for the tickets in ConnectWise make sure that the company id on the ticket in ConnectWise is similar with the organization's short name in IT Glue. Additional condition to make the integration work properly is the serial number of a configuration in both ConnectWise and IT Glue.