Harry Brelsford interviews Matt Linn, co-founder and COO of Thread, an AI service desk that automates non-billable resources on the service desk, making them billable and reducing service costs through agentic workflows. Linn shares his background from a 10-year career with an MSP in New York City. Thread is announcing a new round of fundraising at the Series A stage to accelerate R&D and build faster. The company emphasizes its unique brand and customer-centric approach, showcasing this through creative booths at events. For 2026, Thread plans to enhance product offerings with better context for agents, more auto resolutions, and zero-touch tickets.
Matt Linn's Background and Introduction to Thread
- Harry Brelsford introduces Matt Linn, co-founder and COO of Thread, a company described as a "Wall Street darling" in the MSP industry.
- Matt Linn shares his background, mentioning his 10-year career with an MSP in New York City called RFA, which focused on hedge funds and private equity funds.
- Matt explains his passion for solving industry problems and his decision to create Thread to enhance the MSP business model.
- Harry Brelsford asks Matt to provide a concise elevator pitch for Thread.
Thread's Elevator Pitch and AI Service Desk
- Matt Linn describes Thread as an AI service desk that automates non-billable resources on the service desk, making them billable and reducing service costs through agentic workflows.
- Thread aims to create a new business model for MSPs with better unit economics and competitiveness at scale.
- Harry Brelsford inquires about any breaking news from Thread.
- Matt announces a new round of fundraising at the Series A stage, aiming to accelerate R&D to build bigger, better, and faster than ever.
Brand Recognition and Innovative Booths
- Harry Brelsford comments on Thread's strong brand recognition and the positive feedback they receive.
- Matt emphasizes the importance of Thread's radical and customer-centric approach, highlighting their unique and intentional marketing strategies.
- Matt shares examples of Thread's creative booths at events, such as a carnival nightmare theme and a Candy Cane Lane booth, to illustrate their commitment to innovation and customer experience.
- Harry recalls past experiences with Thread's themed events, including a party bus and various costumes, showcasing their creative marketing efforts.
Future Plans and Final Thoughts
- Harry Brelsford asks Matt about any upcoming plans for 2026.
- Matt reveals that Thread will be investing heavily in product development, focusing on providing better context for agents, more auto resolutions, and zero-touch tickets.
- Harry thanks Matt for his participation and mentions the positive feedback on the MSP forecast.
- Matt concludes by reiterating Thread's commitment to innovation and improving service efficiency for MSPs.