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 beta, so reply here if you'd like to get access and we'll get you on the waitlist!

New automation actions: Create Conversation, AI Responses

Speaking of Automations, we've now added new actions to your workflows. You can now create conversations/tickets with dynamically populated titles, priorities, etc.

You can also use an automation to generate and send an AI response in a thread or triage channel.

Manage escalations from your dashboard

We recently launched "Escalations", a new way to tackle multi-layer support teams. In addition to powerful tools in Slack, you can also use your Unthread dashboard to view and manage escalated tickets.

New report layouts

You've hopefully already seen how customizable analytics are, with reusable report templates that can also be aggregated into BI dashboards.

Now we've introduced new views: card view and an aggregated total view for bar and line charts. Check it out in the "Analytics" tab!

Coming 🔜:

All-new customer portal & knowledge base: you'll have a completely redesigned way to share articles and let users submit tickets. Reach out to us if you're interested in joining the beta for this new product.

Revamped knowledge gap suggestions: we're rebuilding knowledge base suggestions from the ground up to better understand categories of issues based on your tickets to provide more accurate article suggestions. Stay tuned!

What else do you want to see? If you have any questions, reach out to me directly at [email protected] or reach out to us on Slack – you know we'll be there ;)