Unthread

Unthread is an AI-native ticketing, documentation, and workflow platform that captures requests from Slack, Microsoft Teams, email, portals, and live chat. It uses AI to understand requests in context, answer questions from connected knowledge, execute workflows such as approvals or system updates, and escalate with history attached. The page states it includes ITIL-ready capabilities such as CMDB, asset tracking, change management, problem management, CAB approvals, SLAs, and analytics, and that it offers 100+ native integrations and the ability to build custom integrations with AI. It also describes self-learning knowledge that drafts documentation from resolved conversations. A customer quote on the page says Unthread automatically resolves about 40% of tickets. The page states Unthread does not offer self-serve signup; teams request a demo. It also mentions a free 14-day trial and Y Combinator backing.

Key features

• Slack-native and Microsoft Teams-native ticket intake and responses
• Automatic ticket tracking from Slack or Teams channels and private ticket creation via DM support bot
• Agentic AI for grounded answers and ticket resolution
• Omnichannel intake across Slack, Teams, email, web, and API
• Self-learning knowledge base with drafts generated from resolved conversations
• AI analytics for deflection, CSAT, and support gap analysis
• Automations and workflow triggers across connected tools
• SLA and SLO tracking with live monitoring and on-call alerts
• On-call rotations that route work by availability and expertise
• CMDB, asset tracking, change management, and CAB approvals
• Customer portal and live chat
• 100+ native integrations, with support for building custom integrations via AI and webhooks

Best suited for

• IT teams
• HR teams
• Customer support teams
• Employee support teams
• RevOps teams

Pricing

Not stated on the website