Unthread

O que é Unthread?

Unthread is an AI-native helpdesk for IT, HR, customer support, employee support, and RevOps teams. It turns requests from Slack, Microsoft Teams, email, web chat, and portals into trackable work, then uses conversation context, requester history, connected knowledge, and integrations to answer questions, route requests, and carry out workflows. The platform combines ticketing, AI agents, knowledge management, analytics, and service operations in a shared system.

O que Unthread pode fazer?

Conversational ticketing

Create and track tickets from Slack channels and direct messages, Teams, email, web chat, and portals, keeping request conversations attached to the work.

Context-aware AI responses

AI agents interpret requests using conversation context and connected knowledge, providing grounded answers or escalating to a person when needed.

Workflow automation

Build multi-step workflows that can collect approvals, update connected systems, trigger actions, or route requests based on their context.

Knowledge from resolved work

Generate or update documentation from resolved conversations to capture answers and identify knowledge that needs attention.

Service analytics

Track support volume, recurring issues, SLA breaches, CSAT, and AI deflection; share summaries in Slack or send raw data to BI tools such as Looker, Tableau, and Hex.

Service operations controls

Manage SLAs and SLOs, on-call rotations, assets, and change workflows alongside requests, with permissions and enterprise options available on the Enterprise plan.

Casos de uso

“Internal IT and employee support”

Handle employee requests in Slack or Teams, answer questions from connected documentation, and route issues to the appropriate team or on-call responder.

“HR request workflows”

Process requests such as PTO inquiries by checking connected HR information, submitting an action, and replying in the original conversation.

“Customer support across channels”

Bring customer requests from email, chat, portals, and messaging channels into a shared ticket workflow with status tracking and service targets.

“RevOps and deal desk coordination”

Triage cross-functional revenue requests, sync ticket activity with CRM tools such as Salesforce or HubSpot, and coordinate approvals across teams.

Perguntas frequentes

Which channels can teams use to submit requests?

Unthread supports Slack, Microsoft Teams, email, web chat, portals, and API intake. Slack and Teams requests can be created from channels, messages, or direct messages.

Can the AI take actions, or does it only suggest answers?

It can answer from connected knowledge and trigger configured workflows or updates in connected systems. Requests can also be escalated to a human.

Does Unthread include a knowledge base?

Yes. It uses connected knowledge to ground responses and can draft or update documentation from resolved conversations.

How can a team evaluate the product?

The pricing page describes a 14-day free trial and directs teams to sign up for a demo to get access. Enterprise buyers can contact Unthread about requirements and pricing.