Unthread

Use Case 1: Automating Internal IT Support

Problem: IT teams often struggle to manage a high volume of repetitive requests coming through informal Slack DMs.
Solution: Unthread converts DMs and channel messages into trackable tickets and uses AI to automate common resolutions.
Example: An employee asks how to reset their password in Slack, and the Unthread AI agent provides the steps immediately without human intervention.

Use Case 2: Unified Customer Success via Slack Connect

Problem: Customer success managers find it hard to track support obligations across multiple shared Slack channels with different clients.
Solution: It provides a centralized dashboard in Slack to manage Slack Connect conversations with automated SLA alerts.
Example: A high-priority client posts a bug in their shared channel, triggering an immediate SLA alert to the engineering on-call rotation.

Use Case 3: Knowledge Gap Identification

Problem: Support teams often lack up-to-date documentation for recurring issues, leading to inconsistent answers.
Solution: The AI analytics engine performs gap analysis to identify which topics need new or updated knowledge base articles.
Example: The system identifies that 15% of tickets last week were about a new API update and suggests creating a specific help article.