Unthread

What is Unthread?

Unthread is a comprehensive support platform designed to scale customer and internal support directly within Slack. It aggregates tickets from multiple channels including Slack threads, email, and in-app chat, enabling teams to track, prioritize, and resolve issues efficiently. The platform leverages advanced language models to suggest responses, auto-tag conversations, generate conversation summaries, and provide sentiment analysis. Unthread integrates seamlessly with existing knowledge bases, enhancing IT self-service and internal ticket management while maintaining strict security and privacy standards.

Key Features

• Omni-Channel Ticket Tracking

  Automatically captures and consolidates support tickets from Slack, email, and other communication channels into a single inbox.

• AI-Assisted Response Suggestions

  Generates recommended replies based on existing documentation to speed up support interactions.

• Automatic Tagging and Prioritization

  Applies tags to conversations for better categorization and analytics, helping teams identify trends and prioritize effectively.

• Conversation Summaries and Sentiment Analysis

  Provides concise summaries of closed tickets and measures customer sentiment to improve support quality.

• Knowledge Base Integration

  Connects with internal knowledge bases to surface relevant information and learns from support interactions to enhance documentation.

• Security and Compliance

  Built with enterprise-grade security including SOC2 and HIPAA compliance, data encryption, and options to use your own AI models.

Use Cases

• Customer Support Scaling : Helps support teams manage high volumes of customer inquiries within Slack while maintaining response quality.
• Internal IT and HR Ticketing : Facilitates seamless ticket tracking and resolution for internal teams like IT, HR, and PeopleOps using Slack-native workflows.
• IT Self-Service Automation : Enables employees to resolve common IT issues independently through automated workflows and knowledge base access.
• Support Analytics and Insights : Provides tagging analytics and sentiment data to identify common issues and improve team performance.
• Knowledge Base Evolution : Automatically suggests new knowledge base articles based on unresolved tickets and agent workflows.

FAQs