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Thread Inbox is organized around Views — filtered slices of the board your team works from. How you structure those Views should mirror how your service desk is organized. Pick the model that matches how you run the desk, then build the matching Views.

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Pod service model

Organize your service desk into pods dedicated to specific customer groups for specialized, focused support. Each pod operates semi-independently, handling all aspects of service for its assigned clients. Build a dedicated View per customer group, assign the pod’s members to it, and tune notifications for prompt response.

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Tiered service model (T1, T2, T3)

Divide support into tiers, each handling increasingly complex issues — T1 for basic requests, T3 for the most complex. Build a View per tier, define the escalation rules between them, and route tickets to the right tier by complexity.

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Triage team that dispatches requests

A triage team is the first point of contact for all incoming requests, assessing and dispatching them to the right team or tier. Build a dedicated triage View, define the criteria for assessment and dispatch, and automate routing so specialized teams aren’t overloaded.

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Other custom structures

Every MSP is different. Combine elements of these models or design your own — Thread’s Views and Flows are flexible enough to match your operational model.

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Build your views

Once you’ve chosen a model, set up the Views that bring it to life.

Views & Insights

Create, filter, and share the Views your model needs.

Inbox Teams & Pods

Group technicians into the teams and pods your model assigns work to.

Related topics

Set up the deskViews and Insights in Thread InboxInbox Teams: Group Members and Share Views at Scale