Overview
When a contact adds an emoji reaction to a message in Thread Messenger, you can automatically record that reaction as an internal note on the associated PSA ticket. This gives your service techs quick, in-context feedback (thumbs up, thanks, question, and so on) without needing to jump into Thread Inbox. The Log Emoji reactions in PSA toggle controls this behavior at the workspace level.When to use it
Enable this toggle if you want:- A permanent record of contact sentiment on the ticket itself.
- Techs who work primarily inside ConnectWise, Autotask, or Halo to see reaction activity alongside other ticket notes.
- Reporting on emoji reactions from your PSA’s ticket notes data.
How it works
Reactions from Microsoft Teams messages surface on the message bubble in Thread Inbox regardless of this setting. The toggle only controls whether those reactions are mirrored into the PSA as an internal note.
Enable the toggle
1
Open the Thread admin panel
Open the Thread admin panel.
2
Select Integrations
Select Integrations from the sidebar.
3
Click PSA
Click PSA.
4
Open the PSA Sync tab
Open the PSA Sync tab.
5
Switch on Log Emoji reactions in PSA
Scroll to Log Emoji reactions in PSA and switch it on.