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"Can't live without Unthread"
Geran S. - Director, Customer AdvocacySeptember 23, 2024
STARTING PRICE
$50
per month
per user
Unthread is an AI-powered ticketing platform built into Slack. We help teams to resolve tickets faster by automatically tracking Slack conversations, generating helpful responses, and running custom automations to resolve tickets instantly. Whether you're a CX team working with customers over Slack or an IT team managing internal tickets, Unthread turns Slack threads into tickets with assignees, escalations, and SLAs. You can manage tickets from our Slack-native interface or from our powerful back-office ticketing dashboard.
Provider
Get Turnout
Located In
United States
Deployment
Cloud, SaaS, Web-Based
Training
In Person, Live Online, Webinars, Documentation, Videos
Support
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
• IT • HR • Customer support & Customer success • RevOps
Content Source: Unthread
Green rating bars show the winning product based on the average rating and number of reviews.
Unthread Reviews
"Can't live without Unthread"
Overall: The team is fantastic to work with and the product has made a massive difference in how we are able to scale our Slack-based support. Any issues I raise to the team are resolved in a timely manner. They are always willing to answer questions as well. Without Unthread, I don't think we'd be able to function with our current support model.
Pros: 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.
Cons: 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.
"Unthread helps us scale and manage our customer support"
Overall: Overall, a great team to work with! Highly recommend!
Pros: 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.
Cons: No complaints. The Unthread team has always been very responsive to our feedback and the few issues that have surfaced have always been resolved quickly.
"Reliably automates an otherwise time-consuming, error-prone workflow"
Pros: Unthread is our source-of-truth ticketing system for all customer issues, questions, and bug reports. Through Unthread's automation, I can trust that any customer interaction automatically creates a ticket so that nothing slips through the crack. Unthread's product and developer teams are extremely open and responsive, and have fixed things like some initial UI/UX inconveniences almost instantly.
Cons: Had some minor UI/UX inconveniences early on, but per above the developers took care of that almost instantly.
