Thread

Thread provides an AI-powered service desk and collaboration platform tailored for IT Managed Service Providers (MSPs). Formerly known as Chatgenie, the company was founded in 2019 by Mark Alayev and Matthew Linn, who identified a need for a modern service delivery model while in leadership roles at a global MSP. In August 2025, Michael Evers, with extensive experience in SaaS and conversational AI, was appointed CEO to help scale the company. Alayev and Linn continue to be actively involved in the business.

The company's core offering is a service collaboration platform that integrates with MSPs' existing tools, such as Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) platforms like ConnectWise, Kaseya, and Datto Autotask. The platform is designed to streamline IT support by meeting clients where they work, primarily within collaboration tools like Microsoft Teams and Slack. Thread uses conversational AI to manage and automate service requests, aiming to reduce resolution times and improve the service experience for end-users. Features include automated ticket triage, AI-assisted responses, scheduling, and administrative task automation like time entries and ticket categorization. This approach shifts the service model from a traditional, ticket-based system to a more dynamic, conversational one.

Thread's business model is subscription-based, offering different tiers such as "AI Essentials" and "AI Pro" based on the level of AI and automation required by the MSP. The platform is designed to be a flexible, hybrid model, allowing MSPs to choose which customers receive full AI features. The company has secured significant funding to fuel its growth and product development, including an $8 million round in August 2025 led by Integr8d Capital and channel veteran David Bellini. This investment is aimed at accelerating innovation in AI dispatching, real-time resolution workflows, and strengthening its support infrastructure.

Keywords: AI service desk, managed service providers, MSP tools, IT service management, service collaboration platform, PSA integration, RMM integration, conversational AI, IT automation, helpdesk automation, customer support platform, ConnectWise integration, Microsoft Teams integration, Slack integration, ticket management, service delivery, tech support solutions, AI-powered support, business process automation, channel technology