Unthread AI Helpdesk
UnthreadReviews from AWS customer
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Effortless Client Communication and Ticket Tracking
What do you like best about the product?
We communicate to our clients via Slack & Email. It creates a ticket of every conversation that helps to keep a track of all.
What do you dislike about the product?
It does not have a proper customer centric dashboard to track and create reports. Need to click on few tabs to make it user friendly.
What problems is the product solving and how is that benefiting you?
We are start-up. Currently we are communicating with the clients via Slack and Email. Unthread is integrated with Slack and Gmail. Every email or slack message creates a ticket and it gets assigned to my team via Round robin basis. We reply and change the status of the ticket as per the resolution. This is a big time help as my team does not have to go to slack or email to check the message. I can also keep a track of all the tickets in one place. I have not come across any tool that is capable of creating and managing tickets via Slack.
best ticketing tool
What do you like best about the product?
very easy to use, anyone can learn to work easily.
What do you dislike about the product?
complexity in data map which can be better,
What problems is the product solving and how is that benefiting you?
tagging, counting ticket per user, ticket status.
Unthread Makes Technical Support Management Seamless
What do you like best about the product?
As a Technical Support Manager, I couldn't be happier with Unthread. It has seamlessly consolidated our ticket flows from Slack, Teams, email, and chat, bringing everything together in one intuitive interface. The automations are top-notch and save us tons of time. Plus, the development team impresses us by anticipating the features we need before we even ask for them.
What do you dislike about the product?
While some features are still in beta, I’m confident these solutions will grow even more powerful with time.
What problems is the product solving and how is that benefiting you?
Consolidate everything into one single platform.
Unthread has been crucial for our operations as we scale
What do you like best about the product?
When you're constantly interacting with enterprise customers, SLAs start to hold significant value. Unthread's AI often amazes me with how helpful it is in managing SLAs and sending reminder notifications. It generates action-based workflows and auto-resolves many tasks from our knowledge-base, allowing our team to focus on what’s important in the product roadmap.
What do you dislike about the product?
Our community channel is in Discord so it’d be great to see a Discord integration in the future.
What problems is the product solving and how is that benefiting you?
We receive many tickets from customers across Slack and email. Over time, it becomes challenging to prioritize and manage them all. Unthread makes sure that every ticket is visible on a single interface and handles repetitive questions through its AI bot (majority), allowing our team to focus on the tickets that require a human touch. Unthread ensures that we don't miss any tickets and that our SLAs don’t get stretched. Our CSAT score has been excellent ever since we started using Unthread.
Unthread was the only tool that made it worth the hassle of replacing Jira for internal operations
What do you like best about the product?
Workflow automations. Unthread is more than a ticketing solution. The product touches to every aspect of operational communication for teams from Seed startups to public companies.
I love how they offer native integrations with much of our tech stack, and for tools like GCP, they offer you to build custom workflows through built-in actions and custom code. It's the perfect balance of giving you control while making it seamless to run automations for all our operational needs.
All this with a team of 4 is pretty impressive.
I love how they offer native integrations with much of our tech stack, and for tools like GCP, they offer you to build custom workflows through built-in actions and custom code. It's the perfect balance of giving you control while making it seamless to run automations for all our operational needs.
All this with a team of 4 is pretty impressive.
What do you dislike about the product?
They seem to deliver every feature request within weeks, if not days. There’s hardly anything to complain about with this team — it’s a pleasure working with them.
What problems is the product solving and how is that benefiting you?
We combine Unthread’s emoji triggers with filters to create workflows directly from created tickets. We use specific tags and ticket types in combination with emojis, so when an agent reacts to a ticket with a certain emoji, custom TypeScript code is triggered.
Whether it's for infrastructure support, error handling, storing persistent data, or running custom actions, Unthread is at the front line trigger to our internal operational workflows.
Whether it's for infrastructure support, error handling, storing persistent data, or running custom actions, Unthread is at the front line trigger to our internal operational workflows.
Can't live without Unthread!
What do you like best about the product?
Unthread made it so that we could continue to provide blazing fast support via Slack, but made it so that we could scale up Slack-based support. The tool works wonderfully and has allowed us to keep our response times low and customer satisfaction high. On top of that, it lets us report on Slack conversations so we have an understanding of effort needed to support our customers.
What do you dislike about the product?
The dark mode is a bit odd in the web UI. I do wish they had some more integrations, but none of the ones I want are mission critical.
What problems is the product solving and how is that benefiting you?
Our team uses Slack for providing support to our customers. Unthread makes it so that we can report on those conversations and assign out the tickets created appropriately.
Invaluable tool to scale and manage customer support over Slack
What do you like best about the product?
We offer our customers a dedicated Slack channel as a way to interact with the team, ask questions, and submit support requests. Before Unthread, we manually tracked inbound support requests but this quickly ran into challenges and it wasn't always clear what the latest status was or who was responsible for a particular ticket.
Now Unthread gives the entire team visibility into the status of specific support requests and helps us meet our support SLAs. Initial installation was a breeze and it has a lot of configuration options which makes it easy to customize to our specific organization. The dashboarding and reporting features give us insights into common trends across our support function which we analyze as a team on a quarterly basis. Unthread is a core part of our daily operations and will stay that way for the foresable future.
Now Unthread gives the entire team visibility into the status of specific support requests and helps us meet our support SLAs. Initial installation was a breeze and it has a lot of configuration options which makes it easy to customize to our specific organization. The dashboarding and reporting features give us insights into common trends across our support function which we analyze as a team on a quarterly basis. Unthread is a core part of our daily operations and will stay that way for the foresable future.
What do you dislike about the product?
No real complaints. The Unthread team has always been very responsive to our feedback and the few issues that have surfaced have always been resolved quickly.
Overall, a great team to work with!
Overall, a great team to work with!
What problems is the product solving and how is that benefiting you?
Unthread helps us solve customer support in a scalable way.
An Invaluable and Affordable Tool for Managing Slack Support – Perfect for Startups!
What do you like best about the product?
We started using Unthread to help manage our Slack support, and the tool excels at handling the basics exceptionally well. It automatically organizes conversations and ensures that no threads are forgotten, helping us stay on top of all our support inquiries. This has drastically reduced the chances of dropping the ball on important follow-ups or customer replies.
What sets Unthread apart is its affordability, making it a perfect option for startups that need a reliable solution without breaking the bank. For the price, the value it offers is really great, enabling even small teams to maintain high levels of customer support efficiency.
If you're looking for a straightforward, effective tool to manage Slack conversations and ensure you never miss a beat, Unthread is definitely worth considering.
What sets Unthread apart is its affordability, making it a perfect option for startups that need a reliable solution without breaking the bank. For the price, the value it offers is really great, enabling even small teams to maintain high levels of customer support efficiency.
If you're looking for a straightforward, effective tool to manage Slack conversations and ensure you never miss a beat, Unthread is definitely worth considering.
What do you dislike about the product?
Unthread has a few features on their roadmap that is not currently available but for their price compared to compeitiors, I think the value they bring for how affordable they are is really great.
What problems is the product solving and how is that benefiting you?
Organizing slack threads.
An answer to ticket management on Slack
What do you like best about the product?
Unthread allows us to make sure nothing falls through the cracks when it comes to support via Slack. We have multiple team members handling support requests and comms every day, so this been a valuable tool for us to ensure ownership and timely SLAs.
What do you dislike about the product?
The Unthread team has been fast and responsive despite being a small team. Each update seems to address feedback we may have had and improves our experience!
What problems is the product solving and how is that benefiting you?
We are interfacing many contractors through Slack, and scaling reliable support for every channel has been an issue. Unthread gives us a more robust system to do so, enabling multiple agents to coordinate.
Powerful for Slack Support
What do you like best about the product?
Unthread is great for Slack customer & community support. We were wanted to do more with our customers in a Slack community, but a big barrier for us was how we could handle support questions coming in through Slack well, without losing track of questions & feedback in Slack threads. Unthread makes everything easy to manage.
What do you dislike about the product?
Nothing to dislike! It works well for what it's intended for.
What problems is the product solving and how is that benefiting you?
Unthread helps mange customer support from Slack. This unlocks Slack as a channel for customer communities.
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