Unthread - AI Support in Slack

Unthread: Slack Channel Support with AI-Driven Helpdesk ( staging environment ) is an integrated support platform that turns Slack into a full conversational helpdesk. It combines AI-generated responses, multi-channel ticketing, and a unified inbox to empower IT, HR, CS, RevOps, and product teams to triage, resolve, and automate student inquiries, employee requests, and customer support conversations directly within Slack and across connected channels.

How It Works

1. Conversations in Slack Channels: Track and manage customer, employee, and user inquiries in shared Slack channels or private DMs.
2. AI-Generated Support: Generate suggested responses, categorize requests, and kick off workflows with AI copilots in tandem with human agents.
3. Unified Inbox: Bring emails and Slack messages into a single shared inbox to respond and collaborate.
4. Workflows & Integrations: Create and automate workflows, connect with task managers (e.g., Jira, Asana), CRMs, data warehouses, and other internal tools.
5. Ticketing Across Teams: IT, HR, CS, RevOps, and Product use cases leverage conversational ticketing and back-office ticketing tools.
6. Analytics & CSAT/NPS: Measure response times, resolution times, and gather customer satisfaction metrics across channels.

Use Cases by Teams

• IT: Automate ITIL-like processes, access requests, and ticketing from Slack.
• PeopleOps / HR: Private ticket intake channels, AI-generated answers, and escalation workflows.
• Customer Success: Engage with customers on Slack, outbound messaging, and CSAT surveys.
• RevOps: Consolidate Slack and email requests with custom workflows and SLAs.
• Product Teams: Prioritized intake queues with AI-generated responses.

Key Capabilities

• Slack-based conversational ticketing across channels (public channels and DMs)
• AI-generated responses, suggestions, and classification of requests
• Unified shared email inbox integrated with Slack for collaboration
• In-app live chat style interactions with customers inside Slack
• Omnichannel support: Slack, Email, and other connected sources
• Task and workflow integrations with Jira, Asana, Linear, and more
• Incident, change, and SLA management with policy-driven automation
• SOC 2-type security and enterprise-grade access controls
• Embeddable live chat and customer portals via API
• CSAT, NPS, and survey distribution across channels

How It Differs / Benefits

• Keeps support conversations inside Slack to reduce context-switching
• Combines human agents with AI copilots to accelerate resolution times
• Centralizes tickets and communications from multiple channels into a single interface
• Provides robust integrations to align with existing tooling and data sources
• Scales from small teams to enterprise environments with strong security and governance

Getting Started

• Start with a Slack-connected channel to begin ticket intake and AI-assisted responses.
• Configure workflows, integrations, and SLAs to align with your internal processes.
• Monitor performance with built-in analytics and customer feedback metrics.