Automation can reduce repetitive work for MSPs. However, building the technology often requires specialized expertise, costly platforms and ongoing maintenance. Thread designed Automagically to remove those barriers.
Automatically is a self-building automation agent that allows technicians to describe what they need in plain language. It then writes and tests the automation. Once a human approves it, Automagically can run the process whenever the request returns. This helps MSPs improve efficiency, consistency and scalability without adding complexity.
Addressing automation’s long tail
Automagically works within Thread Inbox, where technicians already collaborate with AI agents. Each MSP receives a secure, isolated environment. Automations are scoped, recorded against the related ticket and reversible.
Traditional approaches often reserve automation resources for an MSP’s most complicated challenges. Technicians are left handling a long tail of common requests, like password resets, access requests and application fixes.
“Automagically flips the order of operations,” said Mark Alayev, co-founder and chief magic officer at Thread. “Instead of building a library and hoping tickets match it, the automation is built from the request itself, using the context Thread already has about the user, the customer environment and the issue.”
Mark Alayev
Automagically can also identify patterns within incoming requests and propose automations. Each approved automation joins the MSP’s own library, allowing the platform to become more capable over time.
Early results from a live service desk
Thread partner WheelHouse IT recently deployed Automagically on its live service desk. Within eight weeks, 15% of all of its ticket resolutions involved runbook automation. Additionally, 25 technicians, not engineers, built more than 70 automations covering 90% of the MSP’s Microsoft 365 workload.
In one example, Automagically adapted an existing employee offboarding automation to handle multiple workers. A manager then offboarded 24 seasonal employees in about five minutes. Completing the task manually would have taken a technician roughly two hours.
For MSP leaders, Alayev recommends starting with requests the team already resolves consistently and expanding as confidence grows. “Automation experience isn’t the prerequisite,” Alayev said. “Knowing what a good resolution looks like is, and technicians already have that.”
By putting automation creation in technicians’ hands, Automagically can help MSPs turn everyday service knowledge into repeatable processes. The result is a service desk designed to support growth without allowing repetitive work to grow alongside it.
Looking for an easy way to automate repetitive service requests? Learn how Automagically can help your MSP scale at getthread.com
MSP benefits
- Margins and growth: Support more clients and endpoints without increasing headcount at the same rate.
- Hiring: Reduce dependence on scarce automation engineers.
- Customer experience: Resolve routine requests faster and free technicians for higher-value work.
- Consistency and security: Apply approved processes the same way each time while maintaining an audit trail.
- Institutional knowledge: Retain proven resolution methods when employees leave.
Images: Thread
