Learn how to use Unthread across teams, set up permissions, and protect your data.
Projects are a way to separate different teams using Unthread who have a different group of admins and agents.
Common use for Projects: create one project for “IT” and another for “HR” so the two teams can keep their tickets separate
Within the context of a project, we have 3 roles that you can provide to users
Standard: they can see tickets and leave responses but cannot update details or be assigned
Agent: they can be assigned tickets and can manage all ticket details
Owner: they can see and manage all tickets as well as edit settings in the Project
You can limit access to ticket visibility across projects, or choose to share tickets across your organization. We have two settings to control this:
To manage your Project settings, navigate to “Settings” > “Your Project Name”, and you can update these privacy settings and manage membership.
From your “People” tab, you can manage folks who are able to manage your Unthread instance across projects.
These roles can be applied to users at the organization level:
The Admin role can be great for IT managers who need to configure the workspace, but don’t need to have access to tickets in the HR project.
User Groups are a way to set permissions for users that match a specific criteria rather than adding each user individually.
You can define user group membership by:
Slack User Groups sync in real time, ensuring permissions stay current as memberships change.
They also play a key role in enforcing Knowledge Base access controls, where document visibility is determined by group membership.
To create a User Group, navigate to “Settings” > “User Groups” and click “Create User Group”.
Slack User Groups will automatically sync to Unthread from your Slack workspace.
Okta and HRIS groups will sync automatically from your identity provider if you have HRIS sync enabled (available in Business and Enterprise plans).
Learn how to use Unthread across teams, set up permissions, and protect your data.
Projects are a way to separate different teams using Unthread who have a different group of admins and agents.
Common use for Projects: create one project for “IT” and another for “HR” so the two teams can keep their tickets separate
Within the context of a project, we have 3 roles that you can provide to users
Standard: they can see tickets and leave responses but cannot update details or be assigned
Agent: they can be assigned tickets and can manage all ticket details
Owner: they can see and manage all tickets as well as edit settings in the Project
You can limit access to ticket visibility across projects, or choose to share tickets across your organization. We have two settings to control this:
To manage your Project settings, navigate to “Settings” > “Your Project Name”, and you can update these privacy settings and manage membership.
From your “People” tab, you can manage folks who are able to manage your Unthread instance across projects.
These roles can be applied to users at the organization level:
The Admin role can be great for IT managers who need to configure the workspace, but don’t need to have access to tickets in the HR project.
User Groups are a way to set permissions for users that match a specific criteria rather than adding each user individually.
You can define user group membership by:
Slack User Groups sync in real time, ensuring permissions stay current as memberships change.
They also play a key role in enforcing Knowledge Base access controls, where document visibility is determined by group membership.
To create a User Group, navigate to “Settings” > “User Groups” and click “Create User Group”.
Slack User Groups will automatically sync to Unthread from your Slack workspace.
Okta and HRIS groups will sync automatically from your identity provider if you have HRIS sync enabled (available in Business and Enterprise plans).