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From Chaos to Clarity: How Cerby Centralized Customer Collaboration with Unthread

Customer Stories

From Chaos to Clarity: How Cerby Centralized Customer Collaboration with Unthread

Overview Cerby, the leading identity automation platform for securing access to disconnected applications, is experiencing rapid growth. However, this expansion brought increased complexity in regards to managing customer onboarding and support requests. Business success requires close, real-time engagement with customers – often in their preferred business platforms like Slack and Microsoft

What’s New at Unthread to Kick Off 2026

Product Updates

What’s New at Unthread to Kick Off 2026

Product Updates for January 2026

Case Study: Renegade Technologies uses Unthread to Deflect 70% of IT Tickets

Customer Stories

Case Study: Renegade Technologies uses Unthread to Deflect 70% of IT Tickets

Learn how a industry leading MSP uses Unthread to automate IT with AI Agents across all of their clients and delivering measurable results. About Renegade: Leading IT Managed Service Provider for Media & Entertainment Renegade is a next-generation IT Managed Service Provider (MSP) that challenges the status quo and enables

Case Study: How a Top Telemedicine Platform Solves Issues 86% Faster With Unthread

Customer Stories

Case Study: How a Top Telemedicine Platform Solves Issues 86% Faster With Unthread

Learn how Unthread is being used by one of the leading medical technology companies across their IT and customer support operations and delivering measurable results.

October 2025 Product Update

Product Updates

October 2025 Product Update

Unthread's MCP Server, and Natural Language Ticket Analytics We know it's easiest to get the information you want by... just asking. While we provide a comprehensive Board Builder for advanced analytics, you can now ask the AI for any insights about your Unthread data. For early

Unthread + Mistral: Power Your Agentic Workflows with Mistral AI

Unthread + Mistral: Power Your Agentic Workflows with Mistral AI

We're super excited to announce our partnership with Mistral to integrate their Agentic AI platform into your Unthread account. To get started with this integration, reach out to your Unthread representative. Unthread + Mistral AI: Supercharging Agentic AI for Ops Teams At Unthread, we’re building the next generation

August 2025 Product Update

Product Updates

August 2025 Product Update

In addition to product updates, we also launched an all-new website: unthread.io BETA: Use an AI assistant to build your automations We're always looking for ways to automate your workflows, so a natural next step is to automate the automation of those workflows. This is in private

Productivity Software in the Age of Agentic AI – Part I: Task Managers

Productivity Software in the Age of Agentic AI – Part I: Task Managers

This is the first in a multi-part series taking a look at the productivity software suite and what's changing as Agentic AI works its way further into our daily work lives.

Unthread Product Update 2025

Product Updates

June 2025 Product Update

NEW: Dashboard Builder You've always been able to create comprehensive reports in Unthread. Now, you can combine different reports into executive dashboards to easily see your important metrics all in one place. Drag & drop, customize tables vs. graphs, and more. To get started, head over to "

Can Slack Be a Support Platform for Your Team?

Can Slack Be a Support Platform for Your Team?

More and more, we’re seeing Slack become the main communication hub for many companies, thanks to its intuitive interface, seamless messaging, and, of course, the fun emojis that make online interactions more engaging. But the real question is: Can requesting a laptop replacement or filing for leave be as

Unthread April 2025 Product Update

Product Updates

April 2025 Product Update

New Unthread features: smarter AI bot, branching workflows, Discord integration & more.

Moveworks Alternatives Upon ServiceNow Acquisition

Moveworks Alternatives Upon ServiceNow Acquisition

Feature Unthread Moveworks AI Integration Rule-based + AI-driven automation seamlessly Primarily conversational AI focused on IT support Automation Workflows Trigger/Schedule automation workflows for every ticket type Limited to basic escalation automation ITIL 4 Frameworks Offers ITIL management solutions that offers multi-channel support. Not available Knowledge Management Processes, parses, and embeds

Case Study: How Lemonade Boosts Efficiency with Unthread and Gen AI

Customer Stories

Case Study: How Lemonade Boosts Efficiency with Unthread and Gen AI

In this post, we sat down with Danny Fang, the Head of IT at Lemonade. We talked about their decision to choose Unthread, and the results after being live for almost a year with the platform. About Lemonade: The Technology-Driven Insurance Company Powered by artificial intelligence and social impact, Lemonade

Unthread | January 2025 Product Update

Product Updates

January 2025 Product Update

NOW AVAILABLE AND OUT OF BETA: AI-Automated Knowledge Base Articles Let AI create and update articles for you automatically Create Articles from Resolved Tickets When you close out a conversation that isn't already connected to a knowledge base article, the system will provide a prompt to generate an

Customer Story: thirdweb Makes Web3 Easy for Developers

Customer Stories

Customer Story: thirdweb Makes Web3 Easy for Developers

About thirdweb thirdweb provides a full-stack platform for developers to build web3 applications, including backend, frontend, and on-chain services. Over 70,000 web3 developers trust thirdweb’s tools for building web3 apps and games. thirdweb’s tools are designed to provide seamless experiences for users — even abstracting away the blockchain

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