What’s New at Unthread to Kick Off 2026

Knowledge Gap Analysis v2

Last year, we launched our first version of our knowledge gap analysis feature, which automatically learns from previous ticket data and Slack messages to generate updates or new documentation.

We're excited to launch our second iteration of this product that is seeing up a 90% increase in accuracy of new article content that's generated. This new version is available now, and you can reply to this email to get access to it instantly!

Asset Tracking in Unthread (Beta)

We're so excited to announce that we're accepting new beta users of our latest "Asset Tracker" in Unthread for tracking things like laptops, monitors, phones, etc. We've also been working closely to integrate with your favorite device management vendors to make this seamless. Reply to this email if you'd like to get access!

We try not to play favorites, so these updates are also very important:

➡️ Added OAuth support for Unthread's MCP server so you can securely access ticket data for your user

➡️ You can now edit a Broadcast after it has been sent, and we'll update all of the channels that it's been sent to

➡️ The all-new Customer Portal (with AI responses, documentation, and ticket management) is coming out of beta and should be broadly available later this month

➡️ Improved handling for syncing custom fields in Zendesk which no longer require manual setup

➡️ You can now create Automation Templates to share common workflows with your team

➡️ Approval request steps now have branching logic in Automations that make it easier to build workflows and handling of approvals & rejections

➡️ Map custom fields in Salesforce to Unthread so you can pull in company attributes

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