How does Unthread handle tickets in Slack?

Unthread monitors specified Slack channels and automatically converts messages or emoji reactions into tickets. It then tracks the thread, manages assignments, and updates statuses all within the Slack interface.

Can Unthread resolve tickets automatically?

Yes, Unthread uses an AI engine that indexes your existing help documentation and past resolved tickets to provide instant answers to users, deflecting common questions before they reach an agent.

Does Unthread support platforms other than Slack?

While it is built primarily for Slack, Unthread also offers support for Microsoft Teams and can ingest tickets via email.

Is there a minimum number of users required?

Yes, the Basic and Pro plans typically require a minimum of 5 agent seats.

Can I build custom automations with Unthread?

Yes, Unthread includes an Automation Builder and provides an API and webhooks to create custom workflows, such as triggering actions in 3rd party systems like Okta or Jira.

Is Unthread HIPAA compliant?

Yes, HIPAA compliance and Business Associate Agreements (BAAs) are available under the Enterprise plan tier.

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Customer Support

Paid

Unthread

AI-powered helpdesk for Slack that automates ticket creation, resolution, and routing. Index documentation to resolve up to 80% of support requests instantly within Slack channels.

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Rating

Reviews

Upvotes

3 months ago

Listed

Slack

Customer Support

Ticketing System

IT Service Management

Conversational AI

HR Tech

Automation

Workflow

Helpdesk

SLA Management

Tool information

Provider

Unthread

Platforms

Web

Slack

Microsoft Teams

Languages

English

API Available

Yes

Added to directory

3 months ago

Last updated

about 2 months ago

Rating

Not available

Pricing

Paid

About Unthread

What the tool does and who it's for

Unthread is an AI-powered service management platform built natively for Slack. It transforms Slack channels and direct messages into a structured helpdesk, allowing IT, HR, and customer success teams to manage tickets without leaving their communication workspace. The platform uses conversational AI to automatically resolve common inquiries by indexing existing documentation, while routing complex issues to human agents through automated triage and round-robin assignments. It features deep integrations with CRMs, task managers, and internal systems, providing real-time analytics on response times, SLA breaches, and AI deflection rates to help organizations scale their support operations efficiently.

Key capabilities

Native Slack Ticketing: Automatically turns Slack messages and threads into trackable support tickets.

AI Resolution: Uses internal documentation and past conversations to provide instant AI-generated answers.

Automated Triage: Routes tickets to the right team or agent based on content, priority, or round-robin logic.

SLA Tracking: Monitors response and resolution times directly in Slack with automated breach alerts.

Bidirectional Sync: Syncs tickets in real-time with external tools like Jira, Salesforce, Zendesk, and HubSpot.

AI Analytics: Dashboard for tracking support volume, common trends, and AI deflection performance.

Custom Workflows: Builder for creating approval chains, escalation paths, and automated follow-ups.

External Support: Supports Slack Connect channels to manage communication with outside partners and clients.

Pricing

Paid — plans below

Basic

$50 /agent/month

Minimum 5 seats
Up to 100 conversations/month
Slack Inbox & Broadcasts
Conversation tracking
SLAs and assignments
Basic integrations & API

Pro

Enterprise

Contact sales

SSO & SAML authentication
HRIS integration & directory sync
HIPAA compliance & BAAs
Dedicated hosting
Slack Enterprise Grid support
Dedicated solutions engineer

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