Unthread

Unthread is a comprehensive service management platform that leverages agentic AI to automate and streamline support operations directly within your existing communication channels like Slack, Microsoft Teams, Email, and Live Chat. Designed for IT, HR, Customer Support, and other operations teams, Unthread transforms everyday conversations into trackable, manageable tickets, enhancing efficiency and user satisfaction. It aims to deflect up to 60% of incoming tickets by providing instant, AI-generated answers, freeing up human agents to focus on more complex issues.

The platform combines the power of conversational AI with robust ticketing tools. It features an AI copilot that assists human agents by generating helpful responses, suggesting relevant documentation, and initiating workflows. This human-AI collaboration ensures that support is both fast and accurate. Furthermore, Unthread's omni-channel inbox consolidates requests from various sources into a single, unified view, making it easy to manage and track all support interactions.

How to use Unthread

Getting started with Unthread is a seamless process designed to integrate into your current workflow. First, connect Unthread to your company's Slack, Microsoft Teams, or support email accounts. You can designate specific channels for public support or allow users to send private messages to the Unthread bot for confidential requests. Once integrated, Unthread automatically starts tracking conversations and creating tickets when issues are identified. The AI begins to learn from your interactions and documentation to provide automated responses. You can then configure custom workflows to loop in the right teams, set SLAs, and integrate with other tools like Jira or Zendesk. Your team can manage tickets directly in Slack or use the Unthread web dashboard, which features a flexible Kanban board view.

Core Features of Unthread

• Conversational AI & Ticketing: Automatically creates tickets from conversations in Slack, Teams, and Email. An AI agent triages requests, provides instant answers, and escalates to human agents when necessary.
• AI Copilot for Agents: Assists human support staff by generating response suggestions, summarizing long threads, and accessing knowledge base articles.
• Omni-Channel Inbox: Aggregates tickets and data from Slack, Email, Microsoft Teams, and embeddable Live Chat into a single, unified platform.
• Self-Updating Knowledge Base: Captures knowledge from resolved tickets to automatically create and update documentation, ensuring it's always current.
• Powerful Workflow Automation: Build custom workflows to route tickets, manage approvals, and integrate with internal tools using a full API and webhook support.
• Comprehensive Service Management: Includes features like on-call rotations, incident management, SLA tracking, and access management.
• AI-Powered Analytics: Provides detailed insights into response times, resolution rates, common issues, and overall team performance.
• Extensive Integrations: Seamlessly connects with over 100 tools, including Jira, Asana, Linear, Zendesk, Okta, and various CRMs.

Use Cases for Unthread

Unthread is versatile and can be adapted for various departments:

• IT Teams: Implement a modern ITSM solution in Slack to manage ITIL processes, software access requests, and technical support tickets.
• PeopleOps / HR: Provide a confidential channel for employees to submit HR-related queries, with AI handling common questions about policies and benefits.
• Customer Support: Manage customer questions from shared Slack channels or email, using AI to provide instant answers and collaborating with the team on complex issues.
• Product Teams: Create a prioritized intake queue for bug reports and feature requests coming from internal or external channels.
• Revenue Operations (RevOps): Consolidate requests from Slack and email into a single inbox with custom workflows and resolution criteria.

Advantages of Unthread

Unthread offers a significant competitive edge by embedding support directly into the communication tools teams already use. This eliminates context switching and streamlines the support process. The powerful AI can deflect a large portion of routine tickets, leading to substantial time savings and allowing teams to scale their support without increasing headcount. The self-updating knowledge base ensures that institutional knowledge is captured and reused effectively. With its omni-channel approach and deep integration capabilities, Unthread provides a holistic and highly efficient solution for modern service management.

Pricing and Plans

Unthread operates on a freemium model. You can start for free by connecting your first channel to begin tracking conversations. For more advanced features and broader implementation, Unthread offers paid plans tailored to different team sizes and needs. They also provide a 14-day free trial for their premium features, with no credit card required to get started. For detailed information on specific pricing tiers and features, it is recommended to visit the official pricing page on the Unthread website.