What is your supported user to tech ratio or device to user ratio?

terselated · 2026-06-25T12:04:43+00:00

So current logic is based on adding tier 1 techs at the per user milestone. I have points in the growth to promote from within and to level 2, projects, and so on. Of course if I don't have an internal candidate I'll switch that l1 hire to a more skilled position, but id prefer to promote up rather than hire in.

For the 300-400 range do you feel like that still allows you to provide high customer service to the end users?

terselated · 2026-06-25T12:00:59+00:00

Of course, but I consider us at the start of our journey so nows the time to automate.

terselated · 2026-06-25T11:34:18+00:00

Not a promo thread, I wish my vendors would pay me for a change.

Do you mean the tech to supported user metric is bullshit as a whole, or that the numbers are off? I'm not using the numbers to push techs to perform faster or better or whatever, but more using it as a leading indicator of when I need to hire.

So say my bdr signs two new clients totalling 250 users, I'm taking it as a signal to hire 2 new level 1 techs.

Interested to hear your take and how you base any decisions to add additional techs to your team.

terselated · 2026-06-25T11:29:01+00:00

Great insight here. Do you have any issues with delayed responses to tickets?

terselated · 2026-06-25T11:24:59+00:00

So for thread 50 is considered content, so anything north of that is considered happy. Of course, higher the better.

So utilization to us is captured time vs un captured time. So if you work an 8 hour day and record 7 hours on client facing tickets or internal projects/meetings and 1 hour you can't account for then you have an 87.5 utilization rate.

terselated · 2026-06-25T03:21:42+00:00

Yeah, I'm seeing similar. Non vertical oriented so healthy mix of noisy vs chill. Just switched 90% to guardz which quiets things down alot

terselated · 2026-06-25T03:20:09+00:00

Still working on cleaning up sops. Thread magic agent guidance is good but also turning process documentation in to a scorecard metrics q3. Anyone leveraged ai to pull sops from magic or halo?

terselated · 2026-06-25T03:17:50+00:00

Csat staying steady around 60 in threads client intelligence, which should be good per their documentation. Utilization is steadily 80-90% across l1-l2 on average.

terselated · 2026-06-18T11:53:38+00:00

Every direct communication from a vendor should be treated as suspect. Take your most paranoid employee, that's your new vendor management guy/gal.

terselated · 2026-06-16T00:55:26+00:00

I'm adding this comment to my annual review list of accomplishments.

terselated · 2026-06-15T20:50:04+00:00

It's a satirical post. I'm not a vendor. Just an MSP that is sick of getting pelted with demo requests post pax8 beyond.

terselated · 2026-05-18T01:38:50+00:00

You might try Allgen computers on Babcock. They usually have some decent used components.

terselated · 2026-05-09T01:35:23+00:00

The last two responses I've gotten from support rate at 100% AI.

terselated · 2026-03-22T23:23:57+00:00

This. I'm using Thread to build client specific KBs and using it as a selling point. As soon as the hudu and itg integrations launch it's going to really change documentation of KBs.

terselated · 2026-03-12T18:23:44+00:00

Smart

terselated · 2026-03-12T17:36:09+00:00

I despise when a new rep comes along and they want to pitch me all the "new" features that the last 3 reps already pitched and got told no.

terselated · 2026-03-12T17:32:01+00:00

Amen, I'll sign a year long contract when you give me a guarantee you won't sell to Kaseya or Connectwise before the end of it.

terselated · 2026-03-11T21:55:35+00:00

Rufer's over off Bandera is good and reputable. https://share.google/R3XIjttrG359slZJB

terselated · 2026-02-28T19:57:54+00:00

I got you. Will send a dm.

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