Transforming MSP Ticket Intake Automation
CCS Technology Group’s service delivery goal was simple: respond quickly, capture issues accurately, and keep technicians focused on solving problems — not sorting tickets. Thread became a key part of making that happen.
Modernizing Service Intake
Although the company had already partnered with Thread before D.J. Hanen joined CCS as director in January 2025, he quickly saw why the relationship mattered. Before Thread, CCS had relied heavily on phone and email for service intake.
That approach worked, but it created friction. Response times varied, and manual triage consumed too much time. Thread offered CCS a more efficient path forward, initially with Thread Chat. “Thread Chat gave CCS another channel that provided immediate, real-time responsiveness,” said Hanen.
Automation Beyond Chat
Today, CCS uses Thread for more than chat. CCS was part of the original Thread Voice cohort and saw firsthand how the team rapidly incorporated partner feedback into meaningful product enhancements.
Ticket automation also has had a measurable impact on CCS operations, especially for dispatch.
“We realized that ticket auto-prioritize, auto-categorize, and auto-title could be implemented across all tickets, not just chat tickets,” Hanen explained. “This has produced real-time savings for our team, especially for our dispatcher, who handles triage and ticket assignment.”
That kind of workflow improvement matters for MSPs, particularly when ticket volume spikes. Thread Overflow, which CCS began using in mid-December, has already changed how the team handles voice traffic.
“Thread Overflow has been amazing, allowing us to take a call from a client with an issue and capture it as a ticket in real time — a game changer for us,” Hanen said.
Automation also helped CCS reduce repetitive ticket tasks. “Our operations are much more streamlined, as we no longer need to categorize tickets or update the summary description for each ticket,” Hanen added. “These were items that had to be done manually. Now, Thread does it for us.”
D.J. Hanen
A Partner Program Built on Feedback and Value
For MSPs evaluating vendor relationships, Hanen said Thread stood out for its partner-first mindset.
“Many vendors claim they want to partner with you. Thread listens and values feedback from partners.”
From a business standpoint, CCS saw the Thread platform as a strong investment. “We feel that what we pay for the product and what we receive are more than fair,” Hanen noted. “We’re excited to continue our partnership with Thread.”
Partner with Thread
Interested in delivering faster, more consistent support experiences? Join the Thread Partner Program at getthread.com.
Images: Thread
