Unthread

We're so excited to share the story of Lemonade, one of our longest running closest design partners, and talk about how they're using Unthread to automate their internal tickets. We spoke with Danny Fang, the Head of IT, about how they're now automating 40% of internal ticket requests through Unthread's Agentic AI platform. We also talk about what makes for a great employee experience, the importance of supporting a global workforce, and the full potential of what GenAI can do! Here's a link to the full story: https://lnkd.in/emgHtmfh

NEW HIRE ALERT🔥 We're so happy to welcome Chandler Mahaney to our team as our Head of Sales! Some fun facts about Chandler: - Rowed for the U.S. National Team (we're challenging all startups to a triathlon at this point) - Loves flying planes (he's a pilot!) - Constantly exploring new places and cultures - A sales machine (already closed a few deals) Welcome, Chandler! ++ We're still hiring for a Senior SWE and our first Customer Success Manager 🤩 (link in the comments)

Want to read about how Unthread nearly went bankrupt, posted alongside a photo of my face that is way way too big? Well you're in luck! I sat down with the folks at CanvasRebel for this interview about: - How we turned a near-bankrupt business into a profitable one over the course of two years - Our YC interview process and how poorly it went - A war story of a previous M&A experience and what we learned from it Check it out here: https://lnkd.in/exuSQ_6s

👨🍳 Chef Tom here – here’s what we’re cooking up at Unthread in Q1 of this year: 1. Multi-agent infrastructure for cross-functional teams – this means agents working with other agents. It’s as meta as it sounds and even more groundbreaking 2. More native-built automation workflows – we’ve seen what workflows folks are creating most often, and we’re making it easier to launch these out of the box 3. ITIL 4 and security frameworks – security has always been a top priority for us so we’re adding features for security teams to take more advantage of what Unthread can offer Our vision is for our AI agents to be fully integrated into existing agents that may already be set up, closing the loop on a full-cycle agentic service management solution. We’re expecting growth across every function—and we’re hiring for multiple engineering and GTM roles. If you’re excited about where AI’s headed and are looking to be on the bleeding edge, let’s chat!

Here's what we've been cooking up during the holiday season: Improvements to AI across every feature, dynamic access control, and more customization for ticket forms. See the latest updates here: https://lnkd.in/eRp38Uhp

Larry David would say it’s too late to wish each other a Happy New Year, but it’s not too late to do a recap on Unthread's 2024 and some key learnings from the year. Here are 3 takeaways from the year that are guiding us in 2025: 1. It’s ok to turn away customers not in your ICP Your ICP is not the Insane Clown Posse, but rather your Ideal Customer Profile, aka a clear picture of the type of customer you serve best. It’s classic startup advice to ruthlessly focus and prioritize on the exact customer you’re serving, but most ignore the hardest part – turning away a potential customer. I’ve been guilty of trying to solve every problem that comes our way. Instead, we’ve doubled down on what’s working best for our customers, which being the best AI-powered service management platform, and we’ll happily recommend other tools if ours isn’t the right one for the job. We want folks to find the best solution to their problem even if it isn’t ours! 2. Make it easy for teams to onboard independently People hate change. Some of us are old enough to remember the launch of New Coke. We know the human instinct to resist change is what we’re up against when we talk to a team about replacing a decades-old Jira instance with Unthread. Here’s what worked: a single team can adopt Unthread without affecting other teams, and we make the product good enough that others 𝘄𝗮𝗻𝘁 to follow and adopt when they’re ready. If an IT team adopts Unthread, it shouldn’t affect the HR team until they’re ready to make the switch. The same goes for the CS team, the RevOps team, etc. We don’t have a fleet of salespeople trying to constantly expand accounts. Instead, we make it easy for individual teams to adopt the platform when it makes sense to them. 3. Bring on AI expertise to augment domain expertise It’s often been a trope to have software that’s “Built for [insert industry] professionals, by [insert industry] professionals.” This works when building a platform for IT teams that needs to deeply understand IT teams’ needs and processes like the ITIL framework. But with the shift in agentic AI, we need to go beyond where an industry has been and focus on what a new approach can be. We’ve been hiring the brightest AI talent to rethink how we can create the best employee experience, and being world class at everything from AI-generated responses, to RAG pipelines, to agentic workflow execution has been a key differentiator for us. I’ve never been more excited about what’s next for Unthread. That’s it for now, I’m off to go listen to some ICP (this time I am talking about the Insane Clown Posse).

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 📖