Unthread

When I started at my most recent company, I came in trying to grow our support to scale as the company grows. My first order of business was to set up a proper support tool instead of just having customers in Slack. I spent some time with our customers and found out they loved using Slack, and I'd be doing a disservice moving to a standard ticketing platform and taking Slack away. We tried doing a manual "make tickets in a ticketing platform for each customer request in Slack," but that quickly became a burden, and we stopped. Our CTO happened to find Unthread as an option. I did a demo and trial, then quickly fell in love. The product is excellent for tracking issues and ensuring we follow up with customers. The hardest part has been training some non-Slack users to reply in threads, but that was a fight I needed to fight anyway.

@bachonk and the rest of the unthread team have been incredible partners. we love using the new AI features, they certainly save a lot of time when it comes to reporting. we are excited to continue to leverage these features to streamlining q&a!

Unthread has been incredibly useful as we scale our slack support! Before it was so easy to miss messages and have no insight into trends but Unthread makes it super super easy to keep track. Highly recommend!