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 "Analytics" > "Board Builder" in your Unthread dashboard 

Escalations: Cross-post Tickets to Other Teams

We just released a new workflow management tool: Escalations. Set up automated workflows to cross-post to teams, with powerful analytics on responsiveness and cross-team re solution.

This is in beta, so contact us to get access!

Dynamically Populate  Message Fields

When configuring the Auto-responder, or any custom automated messaging, use custom ticket attributes directly in your message.

AI Deflection Analytics

As part of our newest Agentic AI functionality, you can now more clearly see which tickets are auto-resolved by your AI Agent.

Automate Google Group Membership

One of our most requested integrations – you can now automatically manage Google Groups from Automations.

Any So Many More:

PagerDuty integration: trigger pages to on-call teams from an Unthread ticket

Advanced custom field filtering: create custom workflows and views based on ticket input fields.

Customize your priority labels & icons: use specific terminology and icons that match your company culture.

Project separation: we've moved more settings to be project-specific so teams like IT, HR, and CS have more control over their Unthread experience.

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 ;)

- Tom, Co-founder and CEO