Unthread allows you to manage all of your conversations across Slack, email, Microsoft Teams, in-app chat, and more from a single inbox – either natively in Slack or through our web app.

Let’s go through a few recommendations to help you scale up support across all these channels.

Create Custom Inbox Filters

From the web dashboard, you can filter for specific messages by customer, status, assignee, and more. You’ll see a “Save…” button that allows you to save this as a custom filter that will appear in your left navigation bar for easy access.

How to save a filter:

Where saved filter appear in the dashboard:

Set Your Away Status

You can set yourself as away when you leave for vacation and reassign conversations to a back-up representative.

If you select a back-up representative, any assignments to you in your SLA will instead go to the person specified.

From Slack

Click the ⚙️ icon from the Unthread app, and you’ll see a pop-up modal to mark yourself away.

From the Web

From your Unthread dashboard, go to your profile page, and you’ll see a settings box to manage this setting.

Automatically Set Away Status from Slack Status

If you’re a company admin, you can navigate to the “Settings” > “Slack” page, and set up certain emojis to indicate when someone is away.

You can also read a user’s “Do Not Disturb” setting, and choose to set them away if this setting is enabled.

Setting away statuses

If you have pre-defined support schedules, you can use Slack’s built-in status syncing to share this status with Unthread.

This allows you to set up schedules from a single place and have them sync to both Slack and Unthread!

We recently published a blog post on how to set up support schedules and rotations with additional tips.

Use Emojis to Set Ticket Status

This is a global setting configured by platform admins

You can update conversation statuses by applying a Slack emoji to the thread. Whenever an agent applies an emoji to the top-level message in the thread, the status will change based on your emoji configuration.

Setting away statuses

Automatically Close Tickets

This is a global setting configured by platform admins

From the “Settings” > “General” page, you can enable automatic closing of tickets due to inactivity. There is an additional setting to only auto-close if the last message was sent by a support rep and is waiting on a customer.

Set to “Needs Response” on Reply

This is a global setting configured by platform admins

By default, converations are moved from “Needs Response” to “In Progress” when a support rep responds, and will stay in this status until changed manually.

Alternatively, you can enable a setting to move conversations back to the “Needs Response” state for existing tickets whenever a customer replies. You’ll find this setting under “Settings” > “General”, and scroll to “Conversation Settings”.