Unthread
Automate Slack support ticket management with AI prioritization and resolution
Target Audience
- Slack-based support teams
- IT operations managers
- HR service delivery teams
- Customer success agencies
Hashtags
Overview
Unthread transforms Slack into a powerful support hub by automatically tracking conversations as tickets and using AI to handle routing. It helps teams maintain SLAs while keeping all customer interactions in one place. The tool integrates with popular task managers and provides analytics to improve support quality over time.
Key Features
Auto-ticket tracking
Converts Slack conversations into tracked tickets automatically
SLA alerts
Monitors response times with customizable escalation paths
Multi-channel inbox
Aggregates tickets from Slack, email, and live chat in one place
AI auto-responses
Generates answers using your documentation and past solutions
Third-party integrations
Connects to Jira, Asana, CRMs, and HR systems seamlessly
Use Cases
Manage customer support in Slack channels
Handle HR onboarding requests via DMs
Resolve IT tickets with automated routing
Track product feedback in shared channels
Automate repetitive customer inquiries
Pros & Cons
Pros
- Slack-native interface reduces context switching
- Combines human/AI collaboration in workflows
- SOC2 compliance for enterprise security
- Omnichannel support within familiar chat interface
Cons
- Primarily Slack-focused (limited outside ecosystem)
- AI responses require quality documentation input
- Potential complexity for small teams
Frequently Asked Questions
Can Unthread handle support emails too?
Yes, you can forward support emails into Slack to create private threads for each message
How does the AI response generation work?
The AI generates responses based on your existing documentation and previous ticket resolutions
Is Unthread suitable for non-technical teams?
Yes, HR and operations teams can manage requests through Slack without technical expertise
Integrations
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