Unthread - AI-powered helpdesk for Slack teams

What is Unthread

Your team lives in Slack. Your support requests shouldn't be scattered across email threads, spreadsheets, and disconnected systems. That's the core problem Unthread solves—a Slack-native AI helpdesk that lets you manage the entire support lifecycle without ever leaving your communication hub.

Imagine this: an employee needs IT help, an HR question, or customer support. Instead of switching between apps or losing track of requests in endless Slack channels, they simply message your support bot or post in a designated channel. The request instantly becomes a trackable ticket, gets routed to the right person, and—here's the magic—40% of the time, Unthread's AI resolves it automatically before a human even needs to step in.

Unthread is built for teams that already use Slack as their primary workspace. It transforms how you handle support by combining three powerful capabilities: end-to-end workflow automation that learns your processes, AI that deflects repetitive tickets before they reach your team, and a self-improving knowledge base that grows smarter with every interaction.

The platform has earned serious credibility—scoring 4.9 out of 5 on G2, trusted by innovative companies like Lemonade, Thirdweb, FlowEQ, and Statsig, and backed by Y Combinator. Whether you're a growing startup or an enterprise needing SOC2 Type II and HIPAA compliance, Unthread scales with your needs while keeping everything where your team already works.

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Core Features of Unthread

Unthread isn't just another ticketing system bolted onto Slack—it's purpose-built to work the way modern teams actually communicate. Here's what you can actually do with these capabilities.

Slack Ticket System lets you capture requests directly from Slack channels or through a private DM bot. Your team doesn't need to learn a new tool; they just message where they already work. Requests automatically become trackable tickets with full conversation history preserved.

Multi-Channel Inbox extends beyond Slack to unify email, web forms, and chat into a single Slack-based interface. Whether a customer emails your support address or messages your website chat, it all lands in one place with consistent workflow handling.

AI Automation Builder empowers you to create sophisticated workflows without writing code. Use natural language to define triggers like "when a ticket contains 'VPN issue', auto-assign to IT team and respond with troubleshooting steps." The system learns from your patterns and gets smarter over time.

Self-Learning Knowledge Base is genuinely useful—it analyzes your tickets and automatically suggests or generates documentation. Instead of manually maintaining FAQ pages, Unthread identifies knowledge gaps and builds resources from real conversations.

SLA and SLO Management ensures nothing falls through the cracks. The system automatically tracks response times, escalates based on priority rules, and alerts your team before SLA breaches happen. You set the rules; Unthread enforces them.

Customer Portal gives external customers a professional self-service option that connects directly to your Slack-backed support system, complete with knowledge base access and ticket tracking.

On-Call Rotation intelligently distributes workload based on schedules, availability, or expertise areas—essential for IT teams managing incident response.

AI Analytics surfaces insights about team performance, customer satisfaction trends, and emerging issue patterns so you can continuously improve your support operations.

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Who Uses Unthread

Unthread serves teams across an organization, but it's particularly powerful when your team already lives in Slack. Here's how different teams benefit—and whether your situation matches these scenarios.

IT Support Teams often struggle with tickets scattered across email, Slack messages, and shared spreadsheets. There's no single source of truth, and assignments get lost in the noise. Unthread brings everything into a unified Slack inbox where AI automatically categorizes and routes issues. Your IT team gains transparency into workload, and response times drop because nothing slips through the cracks.

HR Departments face a constant stream of repetitive questions—benefits inquiries, policy questions, time-off requests. These consume hours daily but don't require HR expertise to answer. Unthread's AI handles common queries automatically while surfacing your existing documentation. HR professionals reclaim time for strategic work, and employees get instant answers.

Customer Support Teams face a classic scaling challenge: as customers grow, support volume grows, but headcount can't keep pace. Unthread's AI agent resolves approximately 40% of tickets autonomously, and the customer portal handles additional volume through self-service. Companies like Lemonade have achieved this exact outcome—maintaining support quality while scaling.

Cross-Functional Operations benefit when issues span multiple teams. A single problem might involve IT, HR, and finance. Unthread provides shared visibility across teams with clear ownership assignment, dramatically speeding resolution.

Enterprises with Compliance Requirements need documented processes, audit trails, and strict security. Unthread delivers SOC2 Type II compliance, HIPAA readiness with BAA, SSO, and comprehensive access controls. You get modern efficiency without compromising security posture.

Multi-Team Organizations running multiple brands or departments need centralized management with independent controls. Unthread supports this through unified administration with granular permissions.

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Pricing Plans

Unthread offers three tiers designed for different team sizes and needs, with a 14-day free trial on all plans so you can test thoroughly before committing.

The Basic plan works well for teams ready to consolidate Slack-based support into a proper system. The Pro plan unlocks the AI capabilities that truly transform support operations—and includes a dedicated solutions engineer to help you maximize value. Enterprise pricing reflects custom requirements around security, compliance, and scale.

All plans include that 14-day free trial with no credit card required to start.

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Technical Features and Security Compliance

For teams evaluating Unthread as infrastructure, understanding the technical foundation and security posture matters. Here's what powers the platform.

Slack-Native Architecture means deep integration at the platform level—not a simple webhook connection. Your team works entirely within Slack while Unthread handles the underlying ticket management, automation, and analytics. This architecture delivers the speed and context that generic integrations can't match.

AI Capabilities center on four pillars. Self-learning documentation automatically builds and updates from ticket interactions. Customizable agentic prompts let you define exactly how the AI behaves before escalating to humans. Automatic ticket deflection routes repetitive issues to AI responses before they reach your team. Natural language automation triggers let you create rules conversationally—"when X happens, do Y."

Technical Infrastructure supports multi-team management from a single installation, bidirectional sync with third-party ticketing systems, and completely customizable status workflows that match your processes.

Security Certifications include SOC2 Type II compliance, verified through independent audits. HIPAA compliance is available on Enterprise plans with a Business Associate Agreement (BAA).

Enterprise Security Features span SSO (SAML/OIDC), HRIS integration with directory sync, SCIM provisioning, dedicated hosting options, regular penetration testing, and independent security audits. These aren't afterthoughts—they're foundational to how Unthread serves enterprise customers.

Privacy Protection follows a clear principle: Unthread never uses customer data to train its own models. You can also bring your own AI model if privacy requirements demand it. This approach supports organizations with strict data handling policies.

Flexible API provides RESTful endpoints for custom integrations. Your technical team can build automation, connect existing systems, or extend functionality as needed.

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Frequently Asked Questions

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Ecosystem and Integrations

Unthread fits into your broader technology stack while keeping Slack as the central hub. Understanding its integration capabilities helps you plan deployment.

Core Platform Integration is Slack—it's not just another channel but the foundation everything else connects to. The platform also includes a customer-facing portal and live chat widget for external users.

Third-Party Ticketing support bidirectional sync with external systems. If you need to maintain records in another platform while using Unthread for the Slack experience, synchronization works both ways.

Productivity Tools include CRM integration (Salesforce, HubSpot, and others) plus knowledge base sync with platforms like Notion, Confluence, or Guru. Customer data flows between systems, and documentation stays current.

Enterprise Directory connections cover HRIS systems, SCIM provisioning for automated user management, and LDAP integration for organizations with traditional directory infrastructure. These ensure Unthread aligns with your identity management.

Development Capabilities extend through the RESTful API for custom integrations and the visual AI automation builder for non-technical workflow creation. Your team can build exactly what you need without being locked into predefined paths.

Customer Success Stories demonstrate real-world impact. Lemonade's Unthread deployment automatically resolves about 40% of tickets. Thirdweb maintains personalized Slack support while gaining performance insights. FlowEQ scales support without sacrificing speed. Statsig uses AI to manage SLA compliance and send proactive alerts.