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Unthread’s Guide to Customer Self-Service

Guides and How-to's

Unthread’s Guide to Customer Self-Service

Did you know that, according to a 2023 Gartner survey, only 14% of self-service inquiries are fully resolved, yet 73% of customers prefer self-service options? While it may seem easier to contact the customer support team, sometimes it’s faster to find solutions on our own—if the right resources

How Unthread's AI Response Feature Improves Resolution Times

Collaboration and Communication

How Unthread's AI Response Feature Improves Resolution Times

AI-powered tools are everywhere, and standing out as a lasting, valuable solution is no small feat. Within customer support, one of AI’s most effective applications has been generating responses to handle repetitive questions, automating tedious tasks, and freeing up time for support teams to focus on complex issues. Now,

Unthread November Product Update

Product Updates

November Product Update

NEW: Separate Team Permissions and Docs with "Projects" We know that many different teams can use Unthread to manage tickets, and would like different settings to apply. With Projects, you can now separate out ticket types, admins, and knowledge between teams. Create Linked and Blocking Tickets Conversations can

ITIL Service Level Management Guide

ITIL Frameworks

ITIL Service Level Management: An Expert Guide

The Service Level Management process within the ITIL 4 Framework keeps businesses' promises aligned with their actual performance at the internal support level.

Unthread: ITIL Service Request Management Softwa

ITIL Frameworks

ITIL Service Request Management: An Expert Guide for IT Professionals

Service request management describes the process and tools used to handle all incoming service requests from employees, customers, and vendors. These requests can range from simple tasks like password resets to more complex needs like software installations or access to specific IT resources.

Slack vs Microsoft Teams for Communication

Collaboration and Communication

Slack vs Microsoft Teams for Communication: Why Slack is the Better Communication Tool

Effective communication platforms are essential for productivity, collaboration, and the overall success of teams in the workplace. Two of the leading platforms in the space are Slack and Microsoft Teams. Both are widely used for team communication, collaboration, and file sharing, but which one stands out as the better choice?

Unthread: ITIL Incident Management Software

ITIL Frameworks Featured

ITIL Incident Management: An Expert Guide for IT Leaders

Incident management uses the ITIL framework to handle unplanned events that disrupt IT services. Its primary goal is to restore regular service operations as quickly as possible when an incident occurs.

What Are IT Automation Services?

What Are IT Automation Services?

IT automation services use software to accurately perform human-level tasks and manage workflows with little human involvement. These tasks range from managing operating systems (OS), network automation, software, controlling hardware, and delivering information technology solutions. They're also practical for handling repetitive processes like incident management, ticketing, or service

how to improve customer success operations while scaling

Guides and How-to's

How to Improve Customer Success Operations While Scaling

As businesses grow, the need to scale their customer success (CS) operations becomes inevitable. What works for a small startup might not translate as the customer base expands, and a reactive, one-size-fits-all model might strain resources and lead to diminishing customer satisfaction. To stay ahead, companies need a scalable approach

How Real-Time Collaboration Increases Productivity

Collaboration and Communication

How Real-Time Collaboration Increases Productivity

Having real-time collaboration has proven to be a game-changer in boosting productivity. We’ve already talked about the trend of companies working together on Slack Connect instead of email, seeing benefits in faster responses, fewer errors, and more automation possibilities. This is just one example of collaboration moved from traditional

What is an Internal Knowledge Base?

What is an Internal Knowledge Base?

An internal knowledge base (or internal kb) is a centralized repository where companies store valuable knowledge and references when they need access to information. It's essentially a digital library that employees refer to access relevant information and resolve issues instantly. An internal company knowledge base is focused on

What is IT Self-Service?

What is IT Self-Service?

IT self-service is an approach where end-users can resolve common IT issues and submit service requests without relying on the IT support team for every minor problem. IT self-service systems offer features like self-service portals, knowledge bases, and automated solutions, allowing users to find answers and resolve issues independently — without

October Product Update

Product Updates

October Product Update

Use Slash Commands for Quick Reply Actions When replying from our web inbox, you can now use slash commands to easily generate an AI response, insert a knowledge base article, or add an attachment. This should greatly improve the speed of your responses and let you get through tickets faster!

How Unthread’s Task Manager Integrations Provide Better Alignment

Guides and How-to's

How Unthread’s Task Manager Integrations Provide Better Alignment

Customer support teams often face challenges when a customer reports a bug or issue that requires developer intervention. Typically, customer-facing roles lack the technical skills to resolve these issues directly, necessitating a clear communication channel with developers. This is where Unthread’s task manager integrations come into play. Task management

Product Updates

Summer of Product Updates

We've been working from the beach to ship some of our biggest updates ever 🏖️ Support for OpenAI and BYOAI – Bring Your Own AI (beta) Unthread AI can help you categorize, summarize, and respond to new tickets, trained on your data. We've long supported various versions of

how to share microsoft teams channels between organizations

How to Share MS Teams Channels Between Organizations

Sharing Microsoft Teams channels with an external organization should be a straightforward process that streamlines cross-company collaboration, ideally not taking more than ten clicks. However, configuring Microsoft Teams external access and managing external Teams users confuses even the most tech-savvy professionals. This guide provides detailed steps for setting up external

Things You Can Automate at Work Using AI

Guides and How-to's

Things You Can Automate at Work Using AI

Repetitive tasks can drain your time and you with little room for strategic work, hindering overall productivity. Fortunately, there’s a way to be free from these tedious tasks – by automating them using AI. In this article, we listed several ways you can use AI to automate tasks at work,

Connecting Microsoft Teams to Slack via Unthread

Guides and How-to's

Connecting Microsoft Teams to Slack via Unthread

According to Microsoft's report in 2023, there are 320 Million active users of Microsoft Teams. On the other hand, Slack has a much smaller number of active users, 35 millions to be exact. In a world where companies are using chat apps to communicate with each other, this

What Are AI Agents? A Beginner’s Guide

AI, Technology, and Engineering

What Are AI Agents? A Beginner’s Guide

AI agents are computer programs that are capable of performing tasks autonomously by making decisions based on their environment and input. It is not simply an automation where a program follows specific instructions. It adapts to changing inputs and feedback from users. This capability allows them to collect the data

7 Problems That Unthread Can Solve For Employee Support

7 Problems That Unthread Can Solve For Employee Support

Internal customer support for your team is just as important as handling external customer tickets. Having well-oiled departments would result in better service to your external customers. Here are the problems that Unthread can help solve in your customer support department to make sure all the department concerns are addressed.

The 5 Coolest Features of GPT4o

AI, Technology, and Engineering

The 5 Coolest Features of GPT4o

Open AI released a new update called GPT-4o. And what does the “o” stand for? It stands for omni, a latin prefix for “all”, which is a reference to its plans to handle all types of input ranging from text, voice, audio, and video. Here’s a glimpse into its

How To Overcome Communication Overload In Your Customer Support

Collaboration and Communication

How To Overcome Communication Overload In Your Customer Support

Quality customer support is built on quick, clear communication between a customer and their representative. As a company grows, so does the volume of tickets and variety of channels where you receive new messages. Reps receive an increasing number of emails, texts, calls, Slack messages, in-app chat messages, etc., and

Unthread May 2024 Product Update

Product Updates

May Product Update

Followers & Custom Assignee Options for Conversations We've heard your feedback on setting up custom ways to notify different teams and assignees for different escalation paths. We've just launched Followers to add folks to a ticket who aren't a direct assignee. We also launched

How to Connect Email To Slack Using Unthread

Guides and How-to's

How to Connect Email To Slack Using Unthread

With much of the world moving their support to Slack and Teams, we can forget that email still represents a major portion of how customers communicate with vendors. While this method is tried and true, it has the following issues out of the box: * Emails are not collaborative, meaning you

Building Smarter Systems with AI Knowledge Base

Building Smarter Systems with AI Knowledge Base

Imagine an AI that doesn't just regurgitate information back to you, but truly understands the connections and interdependencies of complex systems. That's the promise of AI Knowledge Bases (AKBs). These aren't just libraries of information; they're structured repositories that capture and process