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π Getting Started
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π Getting Started
Introduction
π Setting Up Your Account
Connecting to Slack
Connecting Customer Channels
Tracking New Conversations
Projects & Permissions
π¬ Conversational Ticketing
How Conversations are Tracked
Triaging with Your Team
Assignments & SLAs
Editing Conversations
Ticket Types
Approval Requests
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π₯ Managing Your Inbox
Slack Inbox
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Tips & Tricks
β¨ Unthread AI
Introduction
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AI Tags
π£ Customer Engagement
Slack Broadcasts
Email Campaigns
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Autoresponder
Templates & Canned Responses
In-Channel Ticket Tracker
βοΈ Email Support
Introduction to Email Support
π¬ In-App Support
Embedded In-App Chat
Customer Portal
β‘οΈ Integrations
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Freshservice (Beta)
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π Workflow Management
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On this page
π Setting up your account
π¬ Conversational Ticketing
π₯ Managing Your Inbox
β¨ Unthread AI
π£ Customer Engagement
βοΈ Email Support
π¬ In-app Chat
β‘οΈ Integrations
π» API Documentation
π Getting Started
Introduction
π
Welcome to the Unthread Helpdesk! Search or browse below for common questions.
If you canβt find what youβre looking for, shoot us a note at
[email protected]
or send us a message in your dedicated Slack channel.
β
π 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
β
π¬ 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
β
π₯ Managing Your Inbox
Organize and close out your customer conversations.
Slack Inbox
Web Inbox & Kanban Board
β
β¨ 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
β
π£ Customer Engagement
Reach out to customers at the right time with the right information.
Slack Broadcasts
Surveys
Autoresponder
In-Channel Ticket Tracker
β
βοΈ Email Support
Manage incoming support emails right from Slack or our web app.
Email to Slack connector
β
π¬ In-app Chat
Embed a live chat widget into your website, connected to Slack.
Live In-App Chat
Customer Portal
β
β‘οΈ 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
β
π» API Documentation
Build on top of our system for advanced workflows and automation.
API Documentation (Beta)
Webhooks
Connecting to Slack
Assistant
Responses are generated using AI and may contain mistakes.