April 2025 Product Update

We've got a few big updates that speak for themselves, so we'll keep this content short. Reply directly if you want help setting up any of the features below! - Tom

Automations Now Support Branching Logic, Custom Input Field Filtering, and More

Build even more advanced workflows with more built-in actions, more triggers, and now branching logic (a la Zapier).

If you haven't tried Automations yet, you should!

New Discord Integration (Open Source)

One of our most requested features ever! You can now create Unthread tickets from Discord channels.

The project is fully open-source and available here: Unthread Discord Bot GitHub

Our Most Advanced AI Deflection Bot

We recently added custom AI prompts on a Project and Ticket Type level, in order to give even more granular control over AI behavior. We also added insights into the AI's thought process so you can better analyze and understand how it interprets requests.

Kick off Custom Actions from Slack Buttons

You can create your own custom Slack templates that activate an Automation when clicked. You can even include custom input fields to present a user form to fill out before running.

To try this out, head to "Outbound" > "Templates" to create your custom Slack message and link it to an automation action.

New Metrics Available in Analytics

In your Analytics page, you'll notice a few new metrics available, specifically "Time Waiting on Agent" and "Time Waiting on Customer". These calculate the time a ticket is left waiting on either customer or agent, and can be calculated to factor in working hours.

More Project-Level Customization

We've added more custom roles and ticket customization to Projects, so different teams within your Unthread workspace can more clearly separate access and configurations.

Slack Enterprise Grid Support

Unthread now supports Slack's Enterprise Grid functionality so you can connect multiple Slack workspaces within your enterprise org.