October Product Update
Use Slash Commands for Quick Reply Actions
When replying from our web inbox, you can now use slash commands to easily generate an AI response, insert a knowledge base article, or add an attachment.
This should greatly improve the speed of your responses and let you get through tickets faster!
Train Your AI with Custom Sample Q&As
You can now feed in common Q&As or full conversations to give the AI better input on how it should respond.
Navigate to your "Settings" > "AI" page to set this up.
Manage Email Ticket Statuses Right from Slack
As you may know, you can use Unthread to manage any number of shared email inboxes from our dashboard or from Slack.
In Slack, you'll now see status and action buttons inline with the email content, which will live-update as you make updates to the ticket.
Trigger Custom Automations from Emoji Reactions
You may already know about Unthread's powerful Automations feature, which lets you build custom workflows with code. You can now kick off custom automations from Emoji triggers from a given Slack message.
Ticket Type Input in Customer Portal
The Customer Portal is a powerful way for users to submit and view tickets from a web interface. You can now leverage our Ticket Types feature to request structured input from end users before they submit a ticket.
🚀 Other Fun New Stuff:
- Task manager integrations can now post task updates back to the triage thread
- Reporting can now be filtered by priority
- Slack Broadcasts now show replies and new tickets in the analytics page
- Surveys and responses now show the linked conversation in the analytics page
- Manually change the "submitter" of a ticket from the details view
- Conversations move to "needs response" after snoozing
- Ticket types can now use a "date" input field
- Browse the list of users in your User Groups in the "Team" tab
- You can now "move" conversations from one channel to another from Slack
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