Unthread provides an AI-native helpdesk platform deeply integrated within Slack for modern teams. It automates support workflows across channels like Slack, email, and chat, transforming inquiries into trackable tickets. The platform leverages agentic AI to resolve issues, manage knowledge bases, and provide performance analytics for IT, HR, and customer support operations.
Funding
$3.5M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Support teams often struggle to efficiently manage customer conversations across multiple channels, leading to delayed response times and decreased customer satisfaction. Manually tracking and categorizing support inquiries within platforms like Slack can be time-consuming and prone to errors.
Solution
Unthread offers an AI-powered service management platform that integrates with Slack, email, Microsoft Teams, and live chat to automate customer conversation management. The platform automatically tracks new conversations as tickets, assigns ownership, and sends alerts to meet SLAs. Unthread uses AI to prioritize, categorize, and resolve tickets, while also providing a back-office ticketing tool for agents to navigate the queue and hand off between human and AI responses. The platform aggregates tickets from various sources into an omni-channel inbox, enabling teams to manage support inquiries in one place and providing comprehensive analytics on response time, resolution time, and common issues.
Target Audience
Unthread is designed for IT, HR, customer support, product, RevOps, and support ops teams that want to automate ticketing and improve customer support within Slack and other communication channels.
Features
- Automated ticket tracking and assignment from Slack channels, DMs, email, and live chat
- AI-powered ticket prioritization, categorization, and resolution
- Integration with task managers (Jira, Asana, Linear) and CRMs for automated workflows
- Shared email inbox for managing support emails alongside Slack conversations
- Live chat and customer portal embedding with a few lines of code
- AI analytics on response time, resolution time, and common issues
- Helpdesk integration for syncing tickets and generating AI responses from documentation
- Kanban ticket view for managing tickets from Slack or the web
- API and webhook support for extending the platform and integrating with internal tools
- On-call rotations, access management, incident & change management, and SLA/SLM features