Unthread

What is Unthread? The AI-Powered Slack Support Platform

Unthread is a cutting-edge automation platform designed to transform Slack into a professional-grade customer support helpdesk. As businesses increasingly move their communications to Slack—both internally and with external partners—Unthread provides the necessary infrastructure to manage high volumes of inquiries without losing track of important conversations. By bridging the gap between casual chat and structured ticketing, Unthread ensures that every customer request is acknowledged, tracked, and resolved efficiently.

Core Features of Unthread

Unthread is packed with features that empower support teams to work faster and smarter. Key functionalities include:

• AI-Powered Auto-Responders: Utilize advanced AI to instantly answer common questions by scanning your existing documentation and past resolutions, significantly reducing the load on your support agents.
• Automated Ticketing System: Automatically convert Slack messages and threads into trackable tickets. This ensures that no request is buried in a busy channel or forgotten over time.
• Intelligent Routing and Triaging: Automatically assign incoming tickets to the right team members based on keywords, channels, or specific customer attributes.
• SLA Management: Set and monitor Service Level Agreements (SLAs) directly within Slack. Receive alerts when a response is overdue to maintain high standards of customer service.
• Comprehensive Analytics: Gain insights into team performance with detailed dashboards that track response times, resolution rates, and ticket volume trends.
• Bi-directional Sync: Unthread integrates seamlessly with popular CRMs and project management tools like Salesforce, HubSpot, Zendesk, and Jira, ensuring data consistency across your entire tech stack.

Key Benefits for Modern Teams

Implementing Unthread as your Slack-based support tool offers several strategic advantages:

• Enhanced Customer Experience: Meet your customers where they already are. Providing support directly in Slack eliminates the friction of traditional email-based ticketing, leading to higher customer satisfaction (CSAT) scores.
• Increased Agent Productivity: By centralizing support within Slack, agents can avoid "context switching" between different applications. The automation of repetitive tasks allows your team to focus on complex problem-solving.
• Full Visibility: Management teams can easily oversee all active support conversations, ensuring quality control and identifying bottlenecks in the support pipeline.
• Scalability: As your business grows, Unthread’s AI and automation features allow you to handle more customers without a linear increase in headcount.

Versatile Use Cases

Unthread is a flexible solution that fits various organizational needs, including:

• B2B Customer Support: Manage shared channels with your enterprise clients, providing a white-glove support experience that feels personal yet professional.
• Internal IT and HR Helpdesk: Streamline internal employee requests for technical issues, payroll questions, or hardware provisioning within your organization's own Slack workspace.
• Community Management: For companies running large Slack communities, Unthread helps moderators stay on top of member inquiries and maintain a high level of engagement.

Whether you are a fast-growing startup or an established enterprise, Unthread provides the automation and structure needed to turn Slack into a scalable, world-class support engine.