# Unthread Reviews **Vendor:** Unthread **Category:** [Productivity Bots Software](https://www.g2.com/categories/productivity-bots) **Average Rating:** 4.9/5.0 **Total Reviews:** 13 ## About Unthread Unthread is an agentic service management platform that automates ticket workflows across all enterprise systems. Our conversational AI tracks requests in Slack channels, routes them to agents, and uses automation to resolve tickets before they reach a human agent. We partner with innovative companies like Intuit, Lemonade, and HubSpot to reduce time spent on ticketing by up to 80% — all within Slack. ## Unthread Pros & Cons **What users like:** - Users find Unthread to be **very easy to use** , facilitating seamless support operations and enhanced team collaboration. (4 reviews) - Users praise Unthread for its **seamless automation** , enhancing efficiency and simplifying operational communication effectively. (3 reviews) - Users highlight the **accuracy** of Unthread in capturing operational communication, enhancing support efficiency and customer satisfaction. (2 reviews) - Users appreciate the **seamless integration** of Unthread, effectively consolidating ticket flows and enhancing support efficiency. (2 reviews) - Users value the **seamless integrations** of Unthread, enhancing operational efficiency across various communication platforms. (2 reviews) - Users value the **reliability** of Unthread for managing support inquiries, ensuring no communication is overlooked. (2 reviews) - Users highlight Unthread's **responsive customer support** , noting quick fixes and valuable feature updates that enhance usability. (1 reviews) - Daily Use (1 reviews) - Easy Setup (1 reviews) - Intuitive (1 reviews) **What users dislike:** - Users find the **complexity of the data map** challenging, expressing a desire for a more user-friendly approach. (1 reviews) - Users find the **inadequate reporting** features frustrating, lacking a user-friendly dashboard for tracking and creating reports. (1 reviews) - Users find the **dark mode layout odd** , impacting the overall usability of the Unthread web interface. (1 reviews) - Users express a desire for more **limited integrations** in Unthread, impacting overall usability and flexibility. (1 reviews) ## Unthread Reviews ### 1. Effortless Client Communication and Ticket Tracking **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Unthread?** We communicate to our clients via Slack & Email. It creates a ticket of every conversation that helps to keep a track of all. **What do you dislike about Unthread?** It does not have a proper customer centric dashboard to track and create reports. Need to click on few tabs to make it user friendly. **What problems is Unthread solving and how is that benefiting you?** We are start-up. Currently we are communicating with the clients via Slack and Email. Unthread is integrated with Slack and Gmail. Every email or slack message creates a ticket and it gets assigned to my team via Round robin basis. We reply and change the status of the ticket as per the resolution. This is a big time help as my team does not have to go to slack or email to check the message. I can also keep a track of all the tickets in one place. I have not come across any tool that is capable of creating and managing tickets via Slack. ### 2. Unthread has been crucial for our operations as we scale **Rating:** 4.5/5.0 stars **Reviewed by:** Ege A. | Co founder, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Unthread?** When you're constantly interacting with enterprise customers, SLAs start to hold significant value. Unthread's AI often amazes me with how helpful it is in managing SLAs and sending reminder notifications. It generates action-based workflows and auto-resolves many tasks from our knowledge-base, allowing our team to focus on what’s important in the product roadmap. **What do you dislike about Unthread?** Our community channel is in Discord so it’d be great to see a Discord integration in the future. **What problems is Unthread solving and how is that benefiting you?** We receive many tickets from customers across Slack and email. Over time, it becomes challenging to prioritize and manage them all. Unthread makes sure that every ticket is visible on a single interface and handles repetitive questions through its AI bot (majority), allowing our team to focus on the tickets that require a human touch. Unthread ensures that we don't miss any tickets and that our SLAs don’t get stretched. Our CSAT score has been excellent ever since we started using Unthread. ### 3. Unthread was the only tool that made it worth the hassle of replacing Jira for internal operations **Rating:** 4.5/5.0 stars **Reviewed by:** Burak D. | Sr. Product Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2024 **What do you like best about Unthread?** Workflow automations. Unthread is more than a ticketing solution. The product touches to every aspect of operational communication for teams from Seed startups to public companies. I love how they offer native integrations with much of our tech stack, and for tools like GCP, they offer you to build custom workflows through built-in actions and custom code. It's the perfect balance of giving you control while making it seamless to run automations for all our operational needs. All this with a team of 4 is pretty impressive. **What do you dislike about Unthread?** They seem to deliver every feature request within weeks, if not days. There’s hardly anything to complain about with this team — it’s a pleasure working with them. **What problems is Unthread solving and how is that benefiting you?** We combine Unthread’s emoji triggers with filters to create workflows directly from created tickets. We use specific tags and ticket types in combination with emojis, so when an agent reacts to a ticket with a certain emoji, custom TypeScript code is triggered. Whether it's for infrastructure support, error handling, storing persistent data, or running custom actions, Unthread is at the front line trigger to our internal operational workflows. ### 4. Invaluable tool to scale and manage customer support over Slack **Rating:** 5.0/5.0 stars **Reviewed by:** John S. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 22, 2024 **What do you like best about Unthread?** We offer our customers a dedicated Slack channel as a way to interact with the team, ask questions, and submit support requests. Before Unthread, we manually tracked inbound support requests but this quickly ran into challenges and it wasn't always clear what the latest status was or who was responsible for a particular ticket. Now Unthread gives the entire team visibility into the status of specific support requests and helps us meet our support SLAs. Initial installation was a breeze and it has a lot of configuration options which makes it easy to customize to our specific organization. The dashboarding and reporting features give us insights into common trends across our support function which we analyze as a team on a quarterly basis. Unthread is a core part of our daily operations and will stay that way for the foresable future. **What do you dislike about Unthread?** No real complaints. The Unthread team has always been very responsive to our feedback and the few issues that have surfaced have always been resolved quickly. Overall, a great team to work with! **What problems is Unthread solving and how is that benefiting you?** Unthread helps us solve customer support in a scalable way. ### 5. An Invaluable and Affordable Tool for Managing Slack Support – Perfect for Startups! **Rating:** 5.0/5.0 stars **Reviewed by:** Danielle M. | Head of Support Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2024 **What do you like best about Unthread?** We started using Unthread to help manage our Slack support, and the tool excels at handling the basics exceptionally well. It automatically organizes conversations and ensures that no threads are forgotten, helping us stay on top of all our support inquiries. This has drastically reduced the chances of dropping the ball on important follow-ups or customer replies. What sets Unthread apart is its affordability, making it a perfect option for startups that need a reliable solution without breaking the bank. For the price, the value it offers is really great, enabling even small teams to maintain high levels of customer support efficiency. If you're looking for a straightforward, effective tool to manage Slack conversations and ensure you never miss a beat, Unthread is definitely worth considering. **What do you dislike about Unthread?** Unthread has a few features on their roadmap that is not currently available but for their price compared to compeitiors, I think the value they bring for how affordable they are is really great. **What problems is Unthread solving and how is that benefiting you?** Organizing slack threads. ### 6. Can't live without Unthread! **Rating:** 5.0/5.0 stars **Reviewed by:** Geran S. | Director of Customer Advocacy, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2024 **What do you like best about Unthread?** Unthread made it so that we could continue to provide blazing fast support via Slack, but made it so that we could scale up Slack-based support. The tool works wonderfully and has allowed us to keep our response times low and customer satisfaction high. On top of that, it lets us report on Slack conversations so we have an understanding of effort needed to support our customers. **What do you dislike about Unthread?** The dark mode is a bit odd in the web UI. I do wish they had some more integrations, but none of the ones I want are mission critical. **What problems is Unthread solving and how is that benefiting you?** Our team uses Slack for providing support to our customers. Unthread makes it so that we can report on those conversations and assign out the tickets created appropriately. ### 7. Unthread Makes Technical Support Management Seamless **Rating:** 5.0/5.0 stars **Reviewed by:** Angel P. | Technical Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Unthread?** As a Technical Support Manager, I couldn't be happier with Unthread. It has seamlessly consolidated our ticket flows from Slack, Teams, email, and chat, bringing everything together in one intuitive interface. The automations are top-notch and save us tons of time. Plus, the development team impresses us by anticipating the features we need before we even ask for them. **What do you dislike about Unthread?** While some features are still in beta, I’m confident these solutions will grow even more powerful with time. **What problems is Unthread solving and how is that benefiting you?** Consolidate everything into one single platform. ### 8. Unthread was key in helping us scale customer support with rapid growth **Rating:** 5.0/5.0 stars **Reviewed by:** Jiakan W. | Head of Enterprise, Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2024 **What do you like best about Unthread?** The tool is very intuitive to use, we were able to onboard most of the company to the tool relatively easily. We have a lot of Slack channels with our customers where we support them, and most of our colleagues prefer doing this over Unthread than on Slack directly. Their team is also very responsive and receptive to feedback. Bugs get fixed quickly, and we've had many feature requests delivered to us that helped with scaling our customer support motion. **What do you dislike about Unthread?** Honestly I do not have much that I dislike about Unthread. It's a young company with a small team, and I hope they will grow to something much bigger, and they are positioned well to bring AI into customer support. **What problems is Unthread solving and how is that benefiting you?** Scaling our customer support motion where our number of customers grow by 10x every year. ### 9. Unthread keeps me sane! **Rating:** 5.0/5.0 stars **Reviewed by:** vineeth m. | PM, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2024 **What do you like best about Unthread?** We allow direct access from customers into our product teams. It keeps feedback loops tight and clock speed high. As customers scaled experimentation like crazy, we were worried our model wouldn't scale. A perfectly timed cold email from Unthread lead to us jumping on it. Unthread now makes it easy for me and my ~75+ colleagues who hang out in customer Slack's to track threads we owe a response on, see what needs attention and get a birds eye view on what is happening. **What do you dislike about Unthread?** The Unthread team is super-responsive. It makes it harder to work with other SAAS vendors after getting used to this. **What problems is Unthread solving and how is that benefiting you?** Providing outstanding technical customer support and advisory services. ### 10. best ticketing tool **Rating:** 5.0/5.0 stars **Reviewed by:** Akash S. | Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** January 30, 2025 **What do you like best about Unthread?** very easy to use, anyone can learn to work easily. **What do you dislike about Unthread?** complexity in data map which can be better, **What problems is Unthread solving and how is that benefiting you?** tagging, counting ticket per user, ticket status. ### 11. An answer to ticket management on Slack **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Unthread?** Unthread allows us to make sure nothing falls through the cracks when it comes to support via Slack. We have multiple team members handling support requests and comms every day, so this been a valuable tool for us to ensure ownership and timely SLAs. **What do you dislike about Unthread?** The Unthread team has been fast and responsive despite being a small team. Each update seems to address feedback we may have had and improves our experience! **What problems is Unthread solving and how is that benefiting you?** We are interfacing many contractors through Slack, and scaling reliable support for every channel has been an issue. Unthread gives us a more robust system to do so, enabling multiple agents to coordinate. ### 12. Great tool, Fantastic Team **Rating:** 5.0/5.0 stars **Reviewed by:** Ben W. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2024 **What do you like best about Unthread?** The tooling and integrations have been excellent! Unthread has helped us future-proof and up-level our team's support process via Slack for several years to come. The team has been very receptive and responsive to feedback and queries as well, a good partner to work with. **What do you dislike about Unthread?** None. They are still growing and adding features which is great to see. **What problems is Unthread solving and how is that benefiting you?** Scaling our customer support process via Slack. ### 13. Powerful for Slack Support **Rating:** 5.0/5.0 stars **Reviewed by:** Bethany S. | Co-Founder & CEO , Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2024 **What do you like best about Unthread?** Unthread is great for Slack customer & community support. We were wanted to do more with our customers in a Slack community, but a big barrier for us was how we could handle support questions coming in through Slack well, without losing track of questions & feedback in Slack threads. Unthread makes everything easy to manage. **What do you dislike about Unthread?** Nothing to dislike! It works well for what it's intended for. **What problems is Unthread solving and how is that benefiting you?** Unthread helps mange customer support from Slack. This unlocks Slack as a channel for customer communities. - [View Unthread pricing details and edition comparison](https://www.g2.com/products/unthread/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-17+02%3A43%3A10+-0500&secure%5Bsession_id%5D=db9154ae-451c-4643-99d1-40e2336bb13d&secure%5Btoken%5D=6dfc11ccb39775dc185191caf26372d2f2b68bce1bac0cf01e8a8d642ead4036&format=llm_user) ## Unthread Integrations - [Jira](https://www.g2.com/products/jira/reviews) - [Slack](https://www.g2.com/products/slack/reviews) ## Unthread Features **Agentic AI - Productivity Bots** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Decision Making ## Top Unthread Alternatives - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) - 4.5/5.0 (53,399 reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - 4.5/5.0 (2,029 reviews) - [Scratchpad](https://www.g2.com/products/scratchpad/reviews) - 4.8/5.0 (1,472 reviews)