MCP & Copilot Expansion We've shipped a ton of new functionality into our MCP and our AI assistant, lovingly named Tailor, to help you manage your helpdesk via AI. In the Unthread MCP or through Tailor, you can now update tickets, leave comments, send approval requests, write new

NOW IN PRIVATE BETA: Copilot: Your Own Tier 2 AI Agent in Unthread The Unthread Copilot is an AI agent built into your admin dashboard that lets you do everything from managing your inbox, to building automations, to configuring your account settings. We're keeping this hush hush for

You can now vibe code automations to create powerful workflows 🧑‍💻✨ We've seen customers building some incredible things with our Automations system. We're super excited to announce the next big leap in capabilities: You can now use natural language to describe an integration with any system, and

Product Updates for January 2026

Unthread's MCP Server, and Natural Language Ticket Analytics We know it's easiest to get the information you want by... just asking. While we provide a comprehensive Board Builder for advanced analytics, you can now ask the AI for any insights about your Unthread data. For early

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

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 "

New Unthread features: smarter AI bot, branching workflows, Discord integration & more.

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

NEW: Separate Team Permissions and Docs with "Projects" We know that many different teams can use Unthread to manage tickets, and would like different settings to apply. With Projects, you can now separate out ticket types, admins, and knowledge between teams. Create Linked and Blocking Tickets Conversations can

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!

We've been working from the beach to ship some of our biggest updates ever 🏖️ Support for OpenAI and BYOAI – Bring Your Own AI (beta) Unthread AI can help you categorize, summarize, and respond to new tickets, trained on your data. We've long supported various versions of

Followers & Custom Assignee Options for Conversations We've heard your feedback on setting up custom ways to notify different teams and assignees for different escalation paths. We've just launched Followers to add folks to a ticket who aren't a direct assignee. We also launched

Build Your Own Custom Workflows with "Automations" (beta) Unthread already has amazing built-in automated functionality, like the auto-responder, AI tagging, and more. We know that we can't support every use-case out of the box, so we just launched Automations, a way to build your own custom

Send and View Emoji Reactions from Unthread Dashboard One of our most requested features – you can now view and edit emojis from the web inbox. This means you can move *all* of your workflows entirely to the web dashboard. We even support custom emojis! You will be prompted to reconnect

Ask Questions of Your Documentation When Replying You already know that you can link your documentation and knowledge base to Unthread in order to get AI-generated responses and links for your customers. When you're composing your response, you can now easily pull up articles related to customer questions

Microsoft Teams <> Slack Integration We are super excited to finally announce support for Microsoft Teams! Our integration allows you to effortlessly sync conversations in customer Teams channels into Slack, where you can reply and have your message relayed back into Teams in real time. This release is in

New & Improved Conversation Dashboard 📤 In addition to responding to messages directly in Slack, you can also manage your entire support workflow from your Unthread dashboard. We're super excited to announce some major improvements to the experience of managing your conversations: • New layout shows user images in the

Give Your Customers a Support Request History Dashboard, in Slack Your customers can now see a history of their support requests right from their Slack channel. To make this happen, Unthread will pin a message to the top of the channel that will show the list of previously made requests,

We started Unthread in 2022 to help teams scale up their customer support in chat apps like Slack and Teams. Providing great support means quick responses and strong relationships at scale. To further this mission, we couldn't be more excited to be launching Unthread AI, a completely new

A quick recap of Unthread's new features for June. ✨ Connect your Helpdesk to Generate AI Responses We saw great feedback on our beta rollout of Unthread's AI-generated support. Most notably, we can now generate smart responses from your helpdesk content. We've now rolled out