Unthread’s bot for Slack is the easiest way to intake customer requests, generate AI responses, assign to team members, and manage tickets end-to-end. As a customer, you will already see the Unthread app for Slack in your workspace as a way to view your inbox and get notifications about conversations. The Unthread bot for Slack messaging tab is a great way to let customers easily create new support tickets for your team.

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The Benefits of Bot Ticket Intake

  • All conversations are by default private between the user and ticket assignees
  • Users no longer need to remember the various Slack channels for support – all requests can funnel through the bot
  • You can set up custom SLAs and auto-response settings for the bot vs. other support channels
Example of a DM request

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Users Viewing Ticket Submissions

From the Unthread app homepage in Slack, users can view their history of requests, and easily jump back into the conversation. Example of viewing tickets

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Privacy & Sending Tickets to the Right Agents

When the user submits a question, they’ll be prompted to select the correct Ticket Type for their request. As an example, if they select a “Laptop Replacement”, you can configure the request to be sent directly to the IT team. Separately, if they request “Time Off”, you can be sure this request is relayed directly to the HR team. Unthread will automatically handle privacy limitations so that ticket visibility is limited to only the correct team fielding the request.

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Using Unthread AI

As discussed above, users can select the right ticket for their request, but you can also leverage Unthread AI to make this process even easier:
  • Unthread AI can generate a helpdesk answer and deflect tickets before they reach a human
  • If the request is unclear, the bot can ask clarifying questions
  • Once a ticket needs to be created, the bot can auto-detect the ticket type, and the user can confirm
  • If additional fields are requested for that ticket, the bot can auto-populate these fields based on the conversation

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Enabling the Bot for Slack

Head over to the “Settings” > “Slack”, and look for the “Bot DM” section to enable. You can also select a default Customer that will be linked for all new tickets created from DMs.

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White-Labeling the Bot

We also support launching your own bot to Slack with your own brand and image. To configure this, navigate to the “Settings” menu in the left sidebar, then select “Settings” under the corresponding project. Next to the “Bot Configuration” section, you can configure your own brand and image.