Unthread

IT Teams — your yearly Wrapped is here (we were listening)... 🎧

𝐅𝐫𝐨𝐦 𝟔𝟖-𝐡𝐨𝐮𝐫 𝐫𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐭𝐢𝐦𝐞𝐬 𝐭𝐨 𝐣𝐮𝐬𝐭 𝟏 𝐡𝐨𝐮𝐫. “𝐼𝑡’𝑠 𝑛𝑜𝑡 𝑗𝑢𝑠𝑡 𝑎𝑏𝑜𝑢𝑡 ℎ𝑎𝑣𝑖𝑛𝑔 𝑔𝑟𝑒𝑎𝑡 𝑡𝑒𝑐ℎ; 𝑡ℎ𝑒 𝑘𝑒𝑦 𝑖𝑠 𝑒𝑛𝑠𝑢𝑟𝑖𝑛𝑔 𝑝𝑒𝑜𝑝𝑙𝑒 𝑔𝑒𝑡 𝑡ℎ𝑒 ℎ𝑒𝑙𝑝 𝑡ℎ𝑒𝑦 𝑛𝑒𝑒𝑑.” That’s Atif Khan on why thirdweb chose Unthread to unthread their growing support initiatives. Hear all the other reasons why in thirdweb’s own words👇 https://lnkd.in/e-2afj2H

Been assigned to prepare and cook the turkey for Thanksgiving dinner. Here's what it taught me about B2B sales: Why would you expand this... happy thanksgiving you psycho 🦃 🦃 🦃

Update: The flow of generating articles from closed tickets is now more convenient. Unthread's AI agent already deflects 70% of tickets before they reach an agent. For the remaining 30%, it's easier than ever to update your knowledge base with missing/new information from resolved tickets 📖

We moved 4 customers over from Jira to Unthread this month. 𝗪𝗵𝗮𝘁 𝘄𝗲 𝗹𝗲𝗮𝗿𝗻𝗲𝗱: 𝘁𝗵𝗲 𝗰𝗼𝗻𝗰𝗲𝗽𝘁 𝗼𝗳 𝗮 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 “𝘁𝗶𝗰𝗸𝗲𝘁” 𝗵𝗮𝘀 𝗰𝗵𝗮𝗻𝗴𝗲𝗱. Legacy software treats internal tickets as table rows in a relational database. You fill out a form, enter some details, and wait for a human to get back to you. They can shoehorn in an AI bot, but the ticket itself remains static. With Unthread, we’re treating tickets from a chat-first and AI-first perspective, which means a ticket and the “jobs-to-be-done” change fluidly in the context of a conversation. This means AI agents need to be smarter at collecting and analyzing conversations, and the hand-off between AI and human agents needs to be seamless. In most cases, conversations don’t need to be “tickets” at all, and we’re seeing our customers deflect 60-80% of questions and requests before they reach a human. Traditional ticketing wants you to fill out forms and manage static tickets, but agentic, conversational AI is bringing us to a zero-ticket future that’s better for users and agents.

GROWTH ALERT 🔥 We're so happy to welcome Elias Fong to our team as a Senior Full-Stack Engineer! Some fun facts about Elias: - Enjoys spending time taking portraits of people he knows - Gone ghost hunting before - Your favorite volleyball player Welcome, Elias!

New in Unthread: Separate Projects, Linked Tickets & More! We rolled out some powerful updates! Now, 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀 lets teams organize tickets, permissions, and knowledge independently. Linked tickets also make it easier to track blockers and related issues. 𝗪𝗵𝗮𝘁’𝘀 𝗻𝗲𝘄: - Popup forms in Slack for ticket submissions - Private knowledge source sync for Unthread AI - Easier replies in the Customer Portal - Attachment sharing between Slack & Jira Give these updates a try, and let us know how they’re working for you! Read more here: https://lnkd.in/e47PiUu8

𝐍𝐞𝐰: 𝐋𝐢𝐧𝐤𝐞𝐝 𝐂𝐨𝐧𝐯𝐞𝐫𝐬𝐚𝐭𝐢𝐨𝐧𝐬 🔗 Conversations can relate to each other by either blocking the resolution or simply being related to the same root cause. You can now create linked conversations and define the relationships between them. Cheers

For those night owls in NYC, come by the 34th & 6th. Coffee is on us 🧡

What's scarier than a spider? A repetitive ticket 🎃