Tracking New Conversations - Unthread

Once you have added the Unthread app for Slack and connected it to one of your channels, you’ll automatically start seeing conversations tracked in your inbox.

⚡️ Automatic Tracking (Default)

The next time someone outside of your Slack organization sends a message into the channel, a conversation will be tracked and added to your inbox. For more of an explanation of automatic tracking, read up on how conversations are tracked.

🔎 Manually Tracking Conversations

If you’d like to track a conversation now without a customer message, you can add one manually.

Use Emojis

By default, the 🎫 emoji will trigger a new ticket. You can customize this in the “Settings” > “Slack” section of your dashboard

Use a Message Shortcut

To use the message shortcut:

• Hover over a message in a channel
• Click the three dots, and select “Manage conversation”. Note: if you don’t see that option, you may need to click “More message shortcuts…”
• A modal will appear with some basic details. Click “Save” and you’ll see it in your inbox!

ℹ️ Troubleshooting

Someone sent a message in the channel but I don’t see it tracked?

This may be because of the following:

• Only messages from “Customers” (aka someone who’s not in your workspace) are tracked. This means if your team member sends something, it won’t be tracked as a ticket.
• The channel must be connected to Unthread. Read up on how to connect your channels.
• Do you have automating ticket tracking disabled? You can find this under Settings > Slack.
• Greetings and thank you’s are automatically ignored and won’t create a conversation.