> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Common questions

> Quick answers to top questions from new Thread partners: how threads map to your PSA, replies vs. notes, ticket sync, and where to find product FAQs.

The questions new partners ask most, with pointers to the detailed per-product FAQs. If you're brand new, start with [What is Thread?](/get-started/what-is-thread-an-overview).

## Getting oriented

<AccordionGroup>
  <Accordion title="Is a thread the same as a PSA ticket?">
    Yes. Every thread in Inbox is synced with your PSA — ConnectWise, Autotask, or HaloPSA — in real time. When you reply, change a status, log time, or reassign, it lands in the PSA automatically. You work in Inbox; the PSA stays the system of record.
  </Accordion>

  <Accordion title="What's the difference between a Reply and a Note?">
    A **Reply** is customer-facing — it goes to the contacts on the thread. A **Note** is internal, visible only to workspace members. Always check which tab is selected before you send; posting an internal note as a reply is the most common new-user mistake.
  </Accordion>

  <Accordion title="Where do threads come from?">
    From Messenger (a live **Chat** or a standard **Request**), from **Email** synced via your PSA, from **Voice AI** calls, and from threads created by hand with **New Thread**. Each thread shows a small source icon so you always know where it came from.
  </Accordion>

  <Accordion title="Does the AI reply before a technician sees the ticket?">
    On chat and email, the [Triage Agent](/ai-agents/getting-started-with-triage-agent) can respond instantly 24/7, ask clarifying questions, set priority and category, and resolve routine requests before they reach a queue. Read the conversation top-to-bottom — the answers you need are often already there.
  </Accordion>
</AccordionGroup>

## Setup & syncing

<AccordionGroup>
  <Accordion title="I'm missing contacts, boards, or statuses from my PSA. What do I do?">
    Run the thread-level **PSA Sync** first (the sync icon in the thread header). For a workspace-wide gap, an admin can run a manual sync from **Admin → Integrations → PSA**. Syncs can take up to an hour to complete.
  </Accordion>

  <Accordion title="How do I connect my PSA?">
    You create a dedicated API user in your PSA and connect it to Thread. See the setup guides for [ConnectWise](/integrations/creating-a-connect-wise-manage-api-user), [Autotask](/integrations/creating-a-autotask-api-user), and [HaloPSA](/integrations/how-to-setup-halo-psa-integration).
  </Accordion>

  <Accordion title="My ConnectWise reports credit the “Thread API” user for closed tickets.">
    ConnectWise's API doesn't let integrations set the *Closed By* field in the audit trail, so tickets Thread closes are attributed to the **Thread API** member you created during setup. The common fix is to report on the ticket **Owner** instead. Full explanation in the [ConnectWise API-user guide](/integrations/creating-a-connect-wise-manage-api-user).
  </Accordion>

  <Accordion title="Where do I control who can do what?">
    Roles (Admin, Team Admin, Member) are managed on the [Members](/inbox/members-management) page. Super Magic's read/write access is controlled separately in the [Super Magic admin guide](/super-magic/super-magic-admin-guide-setup-access-safety).
  </Accordion>
</AccordionGroup>

## Product FAQs

For depth on a specific product, go straight to its FAQ:

<CardGroup cols={2}>
  <Card title="Voice AI FAQ" icon="phone" href="/ai-agents/voice-ai-faq">
    Contacts, verification, languages, transcripts, and call routing.
  </Card>

  <Card title="Client Intelligence FAQ" icon="brain" href="/ai-agents/contact-intelligence-faq">
    What the AI memory stores, and how it's captured and surfaced.
  </Card>

  <Card title="HaloPSA FAQ" icon="plug" href="/integrations/halo-faq">
    Halo-specific behavior — sources, Planner, and sync.
  </Card>

  <Card title="Magic Analytics FAQ" icon="chart-line" href="/analytics/faqs">
    Dashboards, the Dashboard Agent, and data freshness.
  </Card>

  <Card title="Microsoft Teams 2.0 FAQ" icon="microsoft" href="/messenger/microsoft-teams-2-0-faqs">
    The current Teams Service App and the legacy migration.
  </Card>
</CardGroup>

## Still stuck?

Ask your workspace's Thread admin first, then search these docs. Your company's Thread Customer Success Manager is your ongoing partner — not just during onboarding, but for the life of the account — so loop them in on anything strategic.

Need hands-on help from Thread? See [Contact support](/get-started/contact-support) for every way to reach the Thread Help team, including getting support right inside Slack or Microsoft Teams.

Want a new feature, an integration Thread doesn't have yet, or spotted a bug? See [Submit feedback and feature requests](/get-started/submit-feedback) to post and vote on the Thread Feedback portal.


## Related topics

- [Voice AI FAQ](/ai-agents/voice-ai-faq.md)
- [Customer Value Messaging for AI-Powered Support](/get-started/talking-to-customers-about-ai-powered-support-thread-customer-value-messaging.md)
- [Troubleshoot Voice AI](/ai-agents/voice-ai-troubleshooting.md)