Unthread

AI Log Management AI Roadmap Generator AI Customer Service Assistant
0
Introduction: Automatically track tickets from Slack and use AI to prioritize, assign, and resolve instantly.
Added on: Jan 20, 2025
Open Site
Unthread

What is Unthread

Unthread provides a powerful ticketing system integrated within Slack, designed to streamline support operations for IT, HR, CS, and other teams. It automatically tracks conversations as tickets, assigns them, and uses AI to prioritize and resolve issues efficiently. The platform also integrates with various tools like task managers, HRIS, and Okta to automate request resolution.

How to Use Unthread

  1. Track New Conversations: All new conversations in Slack are automatically tracked as tickets with assignment and alerts.
  2. Set Alerts to Meet Your SLAs: Configure alerts to ensure response times meet your service level agreements (SLAs).
  3. Integrate and Automate: Connect Unthread with your task managers, HRIS, Okta, and other tools to automate the resolution of requests.

Use Cases of Unthread

Unthread is ideal for teams looking to manage support tickets directly within Slack. It is particularly useful for IT, HR, and customer service teams that need to prioritize, assign, and resolve tickets efficiently while integrating with existing tools and workflows.

Features of Unthread

  • Track New Conversations

    Automatically track all new Slack conversations as tickets with assignment and alerts.

  • Set Alerts to Meet Your SLAs

    Configure alerts and escalation paths to ensure response times meet your SLAs.

  • Integrate and Automate

    Connect Unthread with task managers, HRIS, Okta, and other tools to automate request resolution.

  • CRM Sync

    Automatically track new conversations as tickets with assignment and alerts.

  • Helpdesk Integration

    Sync tickets to your helpdesk and generate AI responses directly from your documentation.

  • Task Manager Integration

    Create tasks in Jira, Asana, Linear, and other task managers with real-time updates.

  • Triage Channels

    Cross-post customer conversations into internal channels for private discussion.

  • Kanban Ticket View

    Manage tickets from Slack or the web using a flexible kanban board.

  • Analytics

    Access comprehensive analytics on response time, resolution time, common issues, and more.

  • On-call Rotations

    Automatically track new conversations as tickets with assignment and alerts.

  • Auto-responses

    Generate AI-based or team-defined responses based on question type and time of day.

  • Multi-channel Broadcasts

    Design Slack messages with a drag-and-drop builder and track channel engagement.