👋 Welcome to the Unthread Helpdesk! Search or browse below for common questions.If you can’t find what you’re looking for, shoot us a note at [email protected] or send us a message in your dedicated Slack channel.

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🛠 Setting up your account

Follow these steps (in order), and your account will be ready to go, lickety-split!

Connecting to Slack

Connecting Customer Channels

Tracking Conversations

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💬 Conversational Ticketing

Learn how Slack conversations are automatically tracked, prioritized, and assigned.

How Conversations are Tracked

Triaging Issues with Your Team

Editing Conversations (reassign, set priority, add notes, and more)

Assignments, Escalations, and SLAs

Ticket Types

Approval Requests

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📥 Managing Your Inbox

Organize and close out your customer conversations.

Slack Inbox

Web Inbox & Kanban Board

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✨ Unthread AI

Automate your support while maintaining a human touch.

Introduction to AI support

AI-Generated Responses

Knowledge Base Syncing

AI-Determined Tags

AI Slackbot

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📣 Customer Engagement

Reach out to customers at the right time with the right information.

Slack Broadcasts

Surveys

Autoresponder

In-Channel Ticket Tracker

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✉️ Email Support

Manage incoming support emails right from Slack or our web app.

Email to Slack connector

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💬 In-app Chat

Embed a live chat widget into your website, connected to Slack.

Live In-App Chat

Customer Portal

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⚡️ Integrations

Connect to your existing apps. Sync conversations to CRMs, create tasks linked to conversations, and more.

Task Managers (Jira, Linear, Asana, etc.)

Microsoft Teams

Zendesk

Salesforce

Hubspot

Zapier

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💻 API Documentation

Build on top of our system for advanced workflows and automation.

API Documentation (Beta)

Webhooks