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Thread seamlessly integrates with ConnectWise, enabling real-time chat with your customers directly within service tickets using Pods. Enjoy powerful features like real-time communication, automated time entries, snippets, @mentions, and more, all within the ConnectWise platform. The best part? It’s easy to set up! Follow this guide to get started.

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How to Add Pods to Your Service Ticket View in ConnectWise

Each technician who wants to access the Pods must set them up in their service ticket view in ConnectWise.
1

Open a service ticket

Open a Service Ticket in ConnectWise PSA.
2

Open the gear menu

Click the gear icon () in the top-left corner.
3

Select Pod Configuration

Select Pod Configuration.
Pod Configuration menu option in ConnectWise
4

Select the Thread pods

From the available pods, select Thread Auto Time Entries and Thread Real-Time Notes.
5

Move pods to the Displayed column

Move these to the Displayed column.
6

Save

Click Save.
Displayed pods with the Save button
7

Position the pods

Customize the location of the pods by dragging and dropping them where you prefer within the service ticket view.
Limits imposed by PSA
  • Max ticket summary length 100 chars
  • Max note length Max number of member/contact participants
Due to PSA rate limits-
  • PSA webhook processing is throttling without losing data
  • PSA sync jobs can process slower when reaching rate limits

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Troubleshooting

What if I don’t see the option to add the pods to my service ticket view? If the pods aren’t showing up in your service ticket view, follow these troubleshooting steps:
1

Log in as an Administrator

  • Navigate to System -> Setup Tables.
  • Search for the Manage Hosted API table and open it.
2

Check for existing entries

  • If you see the entries for the pods, you’re all set! Click on each pod and review the Location Restrictions.
  • If a location restriction is set and you’re not assigned to that location, you’ll need to add your location to make the pods visible.
3

If pods are missing

  • It’s possible that Thread did not have the necessary permissions to create the pods during your setup. To fix this, follow the next steps to review your permissions.
4

Verify permissions

  • Navigate to System -> Security Roles and search for the security role assigned to the Thread API user.
  • Edit the security role settings for the Thread API user.
  • Go to System -> Table Setup, then click Customize.
  • In the pop-up modal, make sure to Allow the following permissions:
    • General / Manage Hosted API.
5

Save your changes

  • After updating permissions, save the settings.
6

Contact Support (if needed)

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Watch the walkthrough

See how technicians use Thread Pods inside ConnectWise PSA to chat with customers and capture time on tickets.

Related topics

Common questionsConnectWise Manage API Permissions ReferenceSet Up the ConnectWise PSA Ticketing Integration