Unthread
Overview
Unthread is an AI-powered support platform built into Slack. It automates ticket management for support teams by turning Slack conversations into tickets with features like automated responses and integration with CRMs. Founded by Tom Bachant and Jake McCloskey in 2021, Unthread is based in New York, United States. As of 2025, the company has raised a total of $10.6 million in funding from investors, including Y Combinator, Bling Capital, and Moxxie Ventures.
Recent Developments
- August 2024: Unthread raised $3 million to enhance its AI-powered ticketing platform, with significant investment from Bling Capital and Moxxie Ventures. This funding aims to further develop its product and expand market reach.
- January 2025: Unthread launched new features, including AI-automated knowledge base articles and enhanced response times. These advancements are designed to streamline support processes further.
- 2024 Developments: Unthread improved its platform by integrating with Microsoft Teams and enhancing user management capabilities. This strategic move helps in diversifying client use cases and increasing customer base.
- July 2024: The company introduced a revamped dashboard offering better analytics and insights into support operations, aiming for improved customer service outcomes.
Company Information
| Attribute | Information |
|---|---|
| Founding Date | 2021 |
| Headquarters | New York, New York, United States |
| Founders | Tom Bachant, Jake McCloskey |
| Revenue | $108.9K as of 2024 |
| Key Investors | Y Combinator, Bling Capital, Moxxie Ventures |
| Industry | Software Development (Customer Support) |
| Number of Employees | 6 |
Early History
Unthread was founded in 2021 by Tom Bachant and Jake McCloskey, with its origins deeply rooted in the need for an efficient customer support solution within Slack. The idea was conceived from the founders' experiences in tech startups where managing customer inquiries in Slack channels became a challenge. Their innovation led to the development of a Slack-native helpdesk system, allowing internal IT teams and customer service departments to resolve issues promptly and effectively. Unthread joined Y Combinator as part of their Summer 2022 cohort, which provided them with critical funding and resources to refine their product.
Company Profile and Achievements
Unthread primarily operates as a SaaS company, delivering an AI-enabled support platform within Slack to streamline ticketing processes. Over its early years, Unthread achieved significant milestones:
- 2022: Participated in Y Combinator's Summer batch, securing seed funding that facilitated the initial product launch.
- 2023: Expanded its solution to integrate with Microsoft Teams, enhancing its applicability across platforms.
- Partnerships: Formed strategic alliances with leading CRM providers to offer seamless integration options for users, broadening operational capabilities.
- User Growth: Saw rapid adoption across small to medium businesses, benefiting from the platform’s unique ability to reduce response times by 80%.
- AI Innovation: Implemented GPT-based conversational AI to improve ticket categorization and automated responses.
Current Operations and Market Position
Today, Unthread serves as a key player in the customer service and management industry, leveraging AI to automate support tasks in Slack. Its market advantage lies in its deep integration capabilities with existing communication platforms, which positions it uniquely against traditional ticketing systems like Jira. The company has established itself in the competitive landscape by focusing on innovations that enhance user experience and operational efficiency. Its adaptable infrastructure supports easy scalability for growing customer needs, making Unthread a preferred choice for IT and support teams aiming for agile service management.
Conclusion
Unthread has made a significant impact in the realm of customer support automation by integrating seamlessly with communication channels like Slack and Microsoft Teams. Its innovative use of AI and focused growth strategy position it as a forward-thinking leader in service management platforms. Looking ahead, Unthread plans to continue its expansion by deepening its product offerings and exploring new market opportunities, ensuring robust support solutions for a diverse user base. As the company grows, maintaining its focus on innovation and customer satisfaction will be crucial to sustaining its competitive edge.