Case Study: GadellNet deflects 100+ weekly calls and scales AI triage with Thread

GadellNet deflects 100+ weekly calls with Thread

GadellNet, a mid-size MSP, faced a challenge where its coordination team was overwhelmed by manually processing over 100 inbound support calls per week. This manual triage was time-consuming and prevented the team from focusing on higher-value work. They also lacked a modern, branded chat tool to offer clients as an alternative. To address this, they implemented Thread as their AI service desk layer.

By deploying Thread's branded chat bot, Fred the Threadbot, and its Triage Agent, GadellNet deflected 100-150 calls weekly and ran 11,226 AI triage sessions in 2025. This resulted in an 362% increase in chat tickets and freed their coordination team to focus on scheduling and client outreach, reclaiming 16-25 hours of capacity each week. Thread successfully automated ticket intake and triage while improving the client experience.

GadellNet