Thread Secures $18M to Fuel AI Revolution for Service Providers

NEW YORK, NY – December 18, 2025 – Thread, an AI-powered service desk platform, has announced an $18 million growth equity investment led by Susquehanna Growth Equity (SGE). The funding, which includes participation from existing investor Headline, brings the company's total capital raised to $30 million and is earmarked to accelerate a fundamental shift for Managed Service Providers (MSPs) from reactive support to intelligent, AI-native service delivery.

The investment arrives as the MSP industry stands at a critical juncture, grappling with mounting pressures that challenge its traditional operational models. This new capital injection will fuel Thread’s development of advanced agentic AI products, designed to transform the very nature of IT support.

The Pressure Cooker of Modern IT Support

For years, MSPs have been the backbone of IT infrastructure for countless small and medium-sized businesses. However, the landscape is becoming increasingly difficult to navigate. Clients now expect near-instant, personalized support, while the technological environments MSPs manage grow more complex by the day. Compounding these challenges are rising labor costs and a persistent shortage of skilled technicians, creating a perfect storm that strains profitability and service quality.

The conventional helpdesk model, built around creating, assigning, and resolving tickets in a linear fashion, is buckling under this weight. This reactive approach often leaves technicians swamped with repetitive tasks, leading to slower response times and turning the service desk into a costly operational bottleneck.

“MSPs are continually asked to do more for their customers with the same people and the same tools,” said Michael Evers, CEO of Thread, in a statement. “Thread is changing that by becoming the service intelligence layer and system of action. We capture the full story of every interaction and enable MSPs to provide a rapid, world class service experience to their customers.”

The company’s mission is to reframe the service desk not as a cost center, but as a driver of efficiency and revenue expansion. By automating low-level tasks and providing deep operational insights, the platform aims to empower MSPs to scale their business without proportionally scaling their headcount.

From Reactive Tickets to 'Service Intelligence'

Thread’s core value proposition lies in its departure from traditional ticketing systems. Instead of simply logging issues, the platform is designed to understand them. By unifying communications from various channels—including Teams, Slack, chat, and voice calls—into a single fabric, it creates a comprehensive, structured dataset the company calls 'Service Intelligence.'

“MSPs do not need another ticketing tool. They need Service Intelligence that actually makes their teams faster and their businesses more profitable,” stated Matthew Linn, Chief Operating Officer and Co-founder of Thread. This intelligence layer is the engine that drives the platform's automation capabilities. It learns from every technician's action and every support outcome, creating a continuously improving system that can automate ticket creation, routing, and documentation.

The impact of this approach is significant, according to the company, which reports that its platform can deliver 5x faster responses and achieve 78% faster resolution times. While such metrics represent a high bar, they align with broader industry trends where AI is delivering substantial efficiency gains in IT service management (ITSM). By handling the initial triage and data gathering, the AI allows human technicians to bypass tedious preliminary steps and focus directly on complex problem-solving.

The Dawn of 'Agentic AI' in Managed Services

The new funding is set to propel Thread further into what it considers the future of IT support: agentic AI. This concept moves beyond simple automation and chatbots to a system where autonomous AI agents can independently own, manage, and execute entire workflows from start to finish. This represents a paradigm shift from AI as a support tool to AI as a digital team member.

“Thread remembers every ticket, learns from every outcome, and feeds that intelligence back into digital workers and agentic AI that can take action,” explained Mark Alayev, Chief of Magic and Co-Founder. This vision aims to create a proactive and even predictive service model, where potential issues are flagged and resolved before an end-user even notices a problem.

Underscoring this forward-looking strategy, Thread recently released Voice AI, a feature designed to transform one of the most manual and costly support channels into an intelligent, AI-first experience. By integrating with and applying intelligence to traditional phone support, the company is demonstrating its commitment to a holistic service desk transformation. Alayev emphasized that the goal is not to remove humanity from the process but to enhance it. “This investment allows us to go even deeper and expand our product surface, and build an AI-powered service experience that feels more human to the end user, not less,” he added.

Strategic Investment in a Shifting Market

The $18 million investment is a strong vote of confidence not only in Thread but in the transformative potential of AI within the managed services sector. Lead investor Susquehanna Growth Equity has a long history of backing entrepreneur-led, growth-stage software companies, having invested over $5 billion in more than 100 firms. SGE's strategy focuses on identifying market-leading technology companies with the potential for significant expansion, and their investment suggests they see Thread as a frontrunner in a rapidly evolving space.

“Thread is at the forefront of one of the most important shifts in the MSP ecosystem: the evolution from reactive ticketing to intelligent, AI-driven service delivery,” commented Joe Mihm, an investor at Susquehanna Growth Equity. “The team has demonstrated remarkable execution and vision building the market leading solution, and we’re thrilled to support Thread as it scales its platform, expands capabilities, and helps thousands of MSPs deliver smarter, faster and more profitable service.”

This influx of capital positions Thread to aggressively expand its product development and market footprint. As MSPs increasingly seek solutions that offer more than incremental improvements, the race is on to provide a platform that fundamentally changes how they operate. This investment signals that AI-native platforms are no longer a futuristic concept but a present-day necessity for survival and growth in the competitive IT services industry.