Unthread

Unthread is a Slack-based platform that helps teams streamline customer support and internal ticketing workflows. It converts Slack threads into tickets with assignments, SLAs, and automations so customer support teams can respond to customer questions in a timely and efficient manner.

Unthread is deeply integrated with Slack, letting teams manage customer conversations and tickets from the platform. The main features are:

• Automated Ticket Tracking: New conversations automatically become tracked tickets with assignments and notifications.
• SLA Management: Track response times and optimize with assignment logic and clear escalation paths.
• Integrations: Connect Slack conversations to CRM, task management, marketing tools and other services.
• AI-Powered Ticketing: AI-generated responses and insights help teams understand common issues and respond with accurate answers.
• Omni-Channel Inbox: Manage tickets from Slack, email, Teams and other channels in one inbox.
• Custom Workflows: Use the API and webhooks to extend the platform and integrate with internal tools and processes.

Unthread is geared for customer-facing teams, IT support and internal helpdesk operations. It's designed to accommodate a variety of use cases, with customizable workflows and integrations for:

• Agencies: Manage client communications and support requests.
• Open-Source Software: Create a support workspace for community engagement.
• Productivity Tools: Improve feedback loops and customer communication.
• Fintech: Offer transparent and timely support for critical customer infrastructure.
• Infrastructure SaaS: Offer enterprise-grade support for customer infrastructure.

Pricing starts at $30 per month per agent for the Basic plan, which includes conversation tracking, SLAs and Slack inbox access. The Pro plan adds features like unlimited conversations, multiple email inboxes and in-app live chat, with pricing depending on team size and connected channels. Enterprise plans are available for high-volume and custom accounts.

Unthread is designed to help conversational support scale and be enjoyable, and it's backed by Y Combinator. It's working on SOC2 Type 2 compliance and enterprise-grade security practices to protect data.

Published on June 13, 2024