Dear Rachel,

As one of our primary points of contact, we are excited to bring you information about the upcoming launch of GadellNet Thread on October 30th. Thread is a new IT support channel integrated within Microsoft Teams. GadellNet Thread is designed to make it easier than ever for your team to get IT questions answered promptly and submit help requests.  



What is GadellNet Thread? GadellNet Thread is an intuitive app that will be integrated directly into your Microsoft Teams environment, as well as available as a desktop client. It will allow your team to submit requests effortlessly and provide a direct chat feature to communicate with our engineers. 

Key Features and Benefits for Your Team

• Seamless Integration: GadellNet Thread will appear in both the Microsoft Teams sidebar and the Thread desktop app—no additional software required.
• Enhanced Communication: Team members can connect with our support team and monitor help desk request statuses all within Thread.
• Minimal Disruption: Address support needs without the interruption of lengthy phone calls, allowing your team to stay focused on their tasks.

GadellNet Thread Rollout Timeline

• October 16-29: Your team will receive emails introducing GadellNet Thread.
• October 29-November 8: The GadellNet Thread desktop client will be automatically installed, and the integration with Microsoft Teams will gradually roll out. You’ll see the Thread icon in the system tray (bottom-right corner) and in the left-hand sidebar of your Teams app (both Desktop and Mobile). No manual installation is required but a reboot may be needed for the icon to appear.

• Ongoing: Resources will be available for your convenience
• User Guide
• Video Tutorial
• Thread Introduction and FAQs

What is Changing:

• Chat.GadellNet.com Retiring: Chat.GadellNet.com will be discontinued, and users will be redirected to our support page to access GNET Thread. All support communications will now take place in Thread for a more streamlined experience.
• RMM Ticket Submission Removed: The option to submit tickets through Datto RMM and Addigy in the system tray will be removed. Instead, you’ll be able to easily submit tickets using the new GNET Thread icon.
• Upgraded Support Experience: GNET Thread will enhance communication and issue tracking, offering a smoother and more efficient way to manage support requests.

We are excited to bring this new customer service tool to your team. If you have any questions or concerns, please reach out to your Account Manager or Consultant.

Regards,

Scott Seaborn