Getting Started with Thread
Onboarding Videos & Resources
Thread Training 1 - Getting Started with Thread
Thread Onboarding 2 - Thread Flows & Inbox Channels
Thread Training 3 - Thread AI
Messenger (Customer Chat Apps)
How-to Content for your Client End Users
Slack - Communicating with your customers about Thread Chat
Web - Communicating with your customers about Thread Chat
Windows Desktop - Communicating with your customers about Thread Chat
Microsoft Teams - Communicating with your customers about Thread Chat
CloudRadial - Communicating with your customers about Thread Chat
Getting Started with Thread's Customer Chat Apps
What are Thread's Customer Chat Apps? An Overview
Live Chat vs. Non-Live Chat - What's the difference?
Recommended plan for rolling-out chat
Step 1 of Setup: Customizing Messenger
Step 2 of Setup: Designing Custom Apps (Teams, Slack, Web, Cloudradial)
Deploying Messenger
Teams Service App
What is the Teams Service App for customers?
Design a custom Teams app for your customers
How to deploy the Teams Service App to a Customer
How to uninstall the Microsoft Teams Thread Service App
Slack Service App
How to test the Slack Service App in a Sandbox Environment
How to deploy the Slack Service App to a Customer
Desktop Service App
Web Service App
Messenger FAQ
Teams & Slack Companion Apps (for Service Teams)
Teams Companion App for Service Teams
Installing the Internal-facing Inbox Companion app for Teams
Troubleshooting "You don't have permission" error in Teams
Slack Companion App for Service Teams
Inbox
Inbox Channels & Flows
Getting Started with Inbox Channels & Flows
Use cases
Channels and Flows
Dynamic Flows - How to create a dynamic Triage Channel
What is Inbox and how do I use it?
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?
Setup an on-call member to be assigned
Magic AI
Integrations
Autotask
How to setup the Autotask Ticketing Integration
How to enable Chat and Timepad insights in Autotask
Setting up an Email Communication Workflow in Autotask
Auvik
CloudRadial
ConnectWise Automate
How do I set up the Connectwise Automate Integration?
Deploy Messenger for Windows through Automate via Script
ConnectWise Manage
Thread Pods in ConnectWise Manage
How to enable Thread pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
Adding permissions required to use Agreements/SLAs
IT Glue
Frequently asked questions
Security
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
List of Sub-Processors
Billing
How can I get help with setting up Thread?
Managing your Inbox notifications
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?
How do I upload a 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?
Internationalization Support
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?
Weekly Trainings & Office Hours
- All Categories
-
- How to Set Up the Kaseya BMS Ticketing Integration
How to Set Up the Kaseya BMS Ticketing Integration
Updated by Stephen Boss
This guide explains how to set up the Kaseya BMS Integration in the platform.
During the initial setup of your account in the platform, you are prompted to set up your ticketing system. Following the prompts for Kaseya BMS will lead you to the following screen asking you to enter API credentials.
- Leave this screen open, we will come back to it later.
- Open a new browser tab or window to continue to the next step, configuring the API user.
1. Configure the Security Role for the API User
- Sign into your Kaseya BMS account.
- Go to the Admin page from the top menu. Then click Security item from the sidebar menu. Select Roles page and click the New button.
- Type "Thread" (or some other self-explanatory text) in the Name field. Select Internal for the Role type. And select the Active in the Status field. Then Save.
- After that you will see the Permissions and Role Users tabs appear at the bottom.
- From the Permissions tab, enable permissions as shown at the following table:
Service Desk:CRM:HR:Admin: - Click Save to save changes.
2. Create the API User
- Then go to Employees page from HR section of the sidebar menu and begin creating a new API Employee.
- Fill all required * input fields.
- User Name* - "thread_integration", or whatever name you prefer
- Emp ID* - "thread_integration", or whatever you prefer
- Department* - pick a top-level Department to assign the user.
- Employee Roles* - Administration
- User Type* - Select Api Employee
- First Name* - Enter "Thread", or whatever name you prefer.
- Email Address* - Enter in a valid email as you will be asked to reset your password in a later step.
- Manager* - Select whatever you prefer here.
- Security Roles* - Enter the name of the security role you created in step 1.3 Configure the Security Role for the API User
- Job Title* - Select whatever you prefer here.
- Employment Type* - Select whatever you prefer here.
- Location* - Select a top-level location or whatever you prefer.If you already have an API user, make sure it has user type API Employee (HR -> Employees). If it doesn't then you will need to create a new one.
- Then click Save to create the API account.
- From the opened page, select Reset and Send Instructions button on Password Management section. And confirm the action by clicking Yes on confirmation window.
- After that check your email inbox and look for an Account Password Reset email. Be sure to save the User Name and Company values from the received email (you will need them later).
- Follow the link provided in the email to reset your password.
- On the opened page create a new strong password and click Reset button. Make sure to save the new password with previous two values (User Name, Company) as they will be used for integration.
3. Configure Thread with the API Information
Now that you've set up your API keys, it's time to integrate Kaseya BMS with Thread! It's time to take the information you saved in the previous steps and enter it into the web form.
- Host - Enter in the base URL you use to access Kaseya BMS, e.g. https://company.bms.kaseya.com
- API Host - Each BMS environment has a dedicated API Host based on region, select the appropriate API Host for your region. If you aren't sure, consult your Kaseya BMS documentation.
- Company Name - Enter in the Company Name you saved in step 2.5 Create the API User.
- Username - Enter in the Username you saved in step 2.5 Create the API User.
- Password - Enter in the Password you saved in step 2.6 Create the API User.