Unthread

Overview

Unthread transforms Slack channels into a support inbox, helping teams manage customer conversations. The Shortcut integration creates Stories from support threads, bridging customer feedback with your development workflow.

Key Features

• Slack to Story: Turn support conversations into Stories
• Conversation Context: Full thread history included in Stories
• Team Visibility: Engineering sees customer impact directly
• Async Support: Support and dev work in their preferred tools

Setting Up the Integration

1. In Unthread, go to Settings > Integrations
2. Find Shortcut and click Connect
3. Authorize with your Shortcut workspace
4. Select default Team and Workflow
5. Configure label defaults

Unthread must be installed in your Slack workspace first.

Using the Integration

Creating Stories from Threads

When a Slack thread needs development attention:

1. Open the thread in Unthread
2. Click Create Shortcut Story
3. Review auto-populated details
4. Add Story type and priority
5. Submit

Conversation Sync

• Thread messages are synced to Story description
• New messages can be added as comments
• Customers are notified when Stories are completed

Triage Workflow

1. Support triages incoming Slack threads
2. Technical issues are converted to Stories
3. Engineering works Stories in Shortcut
4. Support closes the loop with customers

Configuration Options