Unthread

Unthread is a helpdesk built around Slack. When a customer or employee posts a question in a shared Slack channel, a direct message, Microsoft Teams or email, Unthread logs it as a ticket. Each ticket has an owner, a status and an SLA timer. AI bots answer questions from connected knowledge sources such as Notion, Confluence, SharePoint and Google Drive, sort incoming requests, and pass unresolved issues to people. The product can also suggest knowledge base updates from resolved conversations. It suits B2B SaaS companies that support customers in shared Slack channels. It also fits internal IT, HR, legal and finance teams that field requests in chat. TechCrunch names Intuit, Lemonade and Automattic as customers. On the current pricing page, Pro starts at $85 per agent per month with a five-seat minimum and conversation limits. Pro covers SLAs, broadcasts, the customer portal, knowledge sync, CSAT and NPS surveys, CRM integrations and two-way ticket sync with tools like Jira. Business and Enterprise are priced by quote. Business adds the AI automation builder, self-learning documentation, SSO, custom roles and permissions, and HRIS directory sync. Enterprise adds dedicated hosting, data residency, LDAP and HIPAA BAAs. Every plan comes with a 14-day trial. The main drawbacks are cost and reporting. The five-seat minimum makes the tool expensive for very small teams, and several reviewers say the reporting is cumbersome. The company is also small, with about 10 employees.