Thread CEO On $18M Funding: AI Is Turning The MSP Service Desk Into A ‘System Of Action’

‘This capital allows us to scale while maintaining the same degree of engagement, thoughtfulness and product design our partners expect. Our focus hasn’t changed: We’re here to help MSPs operate their businesses better and become a true system of action for the service desk,’ says Thread CEO Michael Evers.

Thread is strengthening its push to transform the MSP service desk with an $18 million growth equity investment aimed at accelerating its AI-native platform and expanding how MSPs deliver, and monetize, support.

The round was led by Susquehanna Growth Equity with participation from Headline, bringing Thread’s total funding to $30 million. The vendor also raised $8 million in funding in August.

Michael Evers, CEO of the New York-based vendor, said the timing of the funding reflects clearer product-market fit and the rapid pace of change in the AI market, particularly for MSPs under pressure to do more without adding staff.

Evers said MSPs are under constant pressure to deliver more for customers without adding staff or tools, and that Thread aims to address that challenge by positioning itself as the service intelligence layer and “system of action.” By capturing the full context of every interaction, the platform enables MSPs to deliver faster, higher-quality service experiences to their customers.

He added that the company’s road map has crystallized over the past several months, driven by strong adoption among MSP partners and validation that Thread’s early products are delivering real value.

“The adoption rate we’re seeing from MSP partners has validated that the initial products we launched have met or exceeded our expectations,” he told CRN in an interview. “That gave us confidence to be very deliberate about where we invest this capital as the AI market continues to move incredibly fast.”

The funding will be used primarily to accelerate research and development and innovation, while also expanding head count across engineering, product and go-to-market teams. Thread expects to grow its workforce by roughly 50 percent to 75 percent from its current base of about 50 employees.

“We’re big investors in R&D—that’s been one of the things that has differentiated us,” he said. “You’ll see some exciting product announcements coming, including a major one in 2026.”

The company is positioning itself as more than another ticketing tool, focusing instead on what it calls service intelligence, turning every conversation, call and ticket into structured data that can be used to automate workflows and drive faster resolution.

At the core of that strategy is agentic AI that can automate tasks end to end, along with newer capabilities such as Voice AI, which Evers said transforms one of the most manual and expensive service channels into an AI-first experience.

“Getting to the place where AI returns value and the rubber meets the road is hard,” he said. “We spend an enormous amount of time helping partners get to value faster and making sure we’re deploying AI in a way that enhances human-led service, not replaces it.”

Looking ahead, he said the funding is about enabling Thread to execute on an aggressive road map without losing the close feedback loop it has built with the MSP community.

“This capital allows us to scale while maintaining the same degree of engagement, thoughtfulness and product design our partners expect,” he said. “Our focus hasn’t changed: “We’re here to help MSPs operate their businesses better and become a true system of action for the service desk.”