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 article for you.

You can confirm the details, save, and ensure this answer is provided the next time this question is asked.

Review Recommendations

You can review different recommendations en masse, filtered by priority or category, and generate articles on the fly.

More Powerful Access Control

Control the visibility of individual articles or entire Knowledge sources like Google Drive folders or Notion folders. These groups can be controlled through your HRIS system.

Other Fun New Stuff:

• New reports for p95 & p99 values of response and resolution times
• More Automation triggers for stale conversations (based on time since last reply)
• AI-generated response speed improved by more than 80%
• Dynamically set custom input fields on a Ticket Type via an API call
• Ticket submission forms now have more customizable filters and privacy settings

That's it for now! 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 ;)

- Tom & the Unthread Team