Unthread

We moved 4 customers over from Jira to Unthread this month. ???????? ???? ??????????????: ?????? ?????????????? ???? ?? ?????????????? “????????????” ?????? ??????????????. 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, ???????????????? lets teams organize tickets, permissions, and knowledge independently. Linked tickets also make it easier to track blockers and related issues. ????????’?? ??????: - 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

??????: ???????????? ?????????????????????????? ?? 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 ??

Upgrade: Attachment Sync between Jira <> Slack. You probably know Unthread can sync Slack messages and Jira comments in real-time. Now, attachments?? can synced between Jira <> Slack in real-time for better visibility. ?? ??

?? Happy customers make all this effort worthwhile. Read more about how Statsig transformed its ticketing initiative using Unthread and Scout. Excellent read, Matt Garnes! "We started leveraging Unthread to catalog each of our support requests and allow us all to find, assign, and reply. Furthermore, we have an internal tool that categorizes each request based on the text content and makes a (usually right) guess as to which team should react! From there, anybody within the team that was pinged can pick up a question, ask for help, or assign it to someone they are confident knows best! Using these tools, we're able to answer hundreds of questions a week, allowing all of our customers to talk directly to someone who works on the feature they're asking about, rather than spending days in a support queue for a dedicated team to try to answer." https://lnkd.in/gCHzA7k7

Update: Manage email tickets within Slack using Quick Action Buttons Switching between Slack and email is a hassle. Unthread's unified view allows users to manage their email communications without leaving Slack. It's never been more convenient. ??

One of the biggest differentiators in a successful startup team is the diversity in the experiences of the team. NYC uniquely draws people from all backgrounds, industries, and cultures. When building your team in the city, you tap into various experiences and life stories. Engineers often reflect a wide range of personal experiences, interests, and cultural exposures they bring to their work. The multi-disciplinary backgrounds directly contribute to your product. But that’s not all. They also shape how your team grows together. Learning from each member builds a bond that forms the company’s character. A well-built company character is the first step to ownership and winning. Our roadmap meetings at Unthread can get intense. Everyone brings something new to the table, and each person’s perspective comes from a wealth of experience across industries and cultures. Only in NYC can you find this level of diverse top-tier talent anywhere in the world. Next week, we’ll dive deeper into how NYC plays a part in our customer stories.