Unthread

What is Unthread

Unthread is a Slack-based ticketing platform designed to turn Slack threads into prioritized support tickets with assignments, Service Level Agreements (SLAs), and automation. It integrates with various tools like CRMs and task managers, enabling teams to manage support emails, live chats, and Slack conversations from a unified inbox. The platform leverages AI to automate responses and generate insights, making customer support scalable and efficient. Backed by Y Combinator, Unthread aims to streamline conversational support across multiple channels.

Key Features of Unthread

- Slack Channel Support: Track conversations in shared channels with customers.

- AI-Generated Support: Automate your support responses and insights with AI.

- Shared Email Inbox: Receive and send emails from one place & sync with Slack.

- In-App Live Chat: Chat with your customers in real-time right from a Slack channel.

- IT Ticketing: Manage IT support tickets efficiently within Slack.

- HR Ticketing: Handle human resources inquiries and issues directly through Slack.

- Customer Support: Provide customer support seamlessly via Slack.

- Customer Success: Enhance customer success initiatives by managing communications in Slack.

- CRM Sync: Automatically track tickets and sync with CRM platforms.

- Helpdesk Integration: Sync tickets to your helpdesk and generate AI responses from your documentation.

- Task Manager Integration: Create tasks in various task managers like Jira and Asana, with real-time updates.

- Triage Channels: Cross-post customer conversations into an internal channel for private discussion.

- Kanban Ticket View: Manage your tickets from Slack or the web with a flexible Kanban ticket board.

- Analytics: Get comprehensive analytics on response time, resolution time, common issues, and more.

- On-call Rotations: Automate ticket assignments based on on-call schedules.

- Auto-responses: Generate AI-created or pre-set responses based on question type and time of day.

- Multi-channel Broadcasts: Design Slack messages with a drag & drop builder and get analytics on engagement.

Pricing

1. Basic Plan (For startups and small teams)

• Cost: Starting at $30/month/agent
• Features:
  • Conversation tracking
  • SLAs and assignments
  • Slack Inbox access
  • Slack broadcasts
  • Basic integrations & API access
  • Dedicated support Slack channel
  • Up to 100 conversations per month
  • Minimum of 5 seats

2. Pro Plan (Popular, for most teams)

• Cost: Contact for pricing (varies by team size and number of connected channels)
• Features:
  • Everything in Basic
  • Unlimited conversations
  • Multiple email inboxes
  • In-app live chat
  • Knowledgebase sync
  • Automatic conversation tagging
  • NPS & CSAT surveys
  • Webhook API access
  • CRM integrations
  • Includes 10 free connected channels ($10/month per 10 additional channels)

3. Enterprise Plan (For high volume and custom accounts)

• Cost: Contact for pricing
• Features:
  • Custom integrations
  • Mass email broadcasts
  • Single sign-on (SSO)
  • HRIS integration & Directory Sync
  • Dedicated hosting environment
  • Industry-leading SLAs