Unthread MCP Server

Official remote MCP server for Unthread's Slack-native AI helpdesk. Read and update conversations, post comments, request approvals, and pull analytics.

Collaboration by Unthread OAuth2 active

Connect (Remote Server) Docs

Overview

Unthread is a Slack and Teams native AI helpdesk used for customer support and internal ticketing. The official Unthread MCP server lets AI assistants like Claude, Cursor, and ChatGPT read and act on Unthread data, including conversations, users, analytics, the knowledge base, and ticket configuration, all through a single remote endpoint.

The server is hosted by Unthread at https://app.unthread.io/api/mcp (OAuth 2.0 with PKCE) with an alternate https://api.unthread.io/api/mcp endpoint for service-account access via an X-Api-Key header. Authentication is scoped and revocable, and Unthread credentials are not shared with the model. Write capabilities include updating conversations, posting comments in Slack block format, and creating approval requests, which makes the server suitable for agentic workflows that triage and resolve tickets, not just read dashboards.

Unthread positions the MCP server as a bridge between its 100+ integrations (Jira, Salesforce, HRIS, CRMs) and AI agents, so support and operations teams can drive ticket workflows through conversational prompts. The server is listed as an Anthropic Partner integration and is available as both a hosted endpoint and, per Unthread's public announcements, in a self-hosted configuration.

Tools

Tool	Description
`list/get conversations`	Read conversations (tickets) and their metadata, including status, assignee, and custom fields.
`list users`	Read users in the Unthread workspace, including agents and customers.
`read analytics`	Pull helpdesk analytics such as ticket volume, response and resolution metrics, and SLA data.
`read knowledge base`	Read-only access to knowledge base articles for grounding answers and citations.
`read custom fields / ticket types`	Inspect configured custom fields and ticket types used in the workspace.
`update_conversation`	Update a conversation, for example to change status, assignee, priority, or custom field values.
`create_conversation_comment`	Post a comment on a conversation. Supports Slack block format for rich messages.
`create_approval_request`	Create an approval request tied to a workflow (for example, access requests or change approvals).

Setup Guide

Prerequisites

An active Unthread workspace
An account with permissions for the conversations, users, or analytics you want to expose
For service-account access: a generated Unthread API key

Hosted endpoints

OAuth (user-scoped): https://app.unthread.io/api/mcp
Service account (API key): https://api.unthread.io/api/mcp

Claude.ai (web)

Add a custom connector and paste the server URL https://app.unthread.io/api/mcp. Sign in with OAuth when prompted.

Claude Code

Edit ~/.claude.json:

{
  "mcpServers": {
    "unthread": {
      "url": "https://app.unthread.io/api/mcp"
    }
  }
}

Cursor (OAuth)

Edit ~/.cursor/mcp.json:

{
  "mcpServers": {
    "Unthread": {
      "url": "https://app.unthread.io/api/mcp"
    }
  }
}

Cursor (Service Account API key)

{
  "mcpServers": {
    "unthread": {
      "url": "https://api.unthread.io/api/mcp",
      "headers": {
        "X-Api-Key": "MYKEY"
      }
    }
  }
}

Replace MYKEY with your Unthread API key. After saving the config, restart the client and confirm the unthread server appears in the connectors or MCP list.

Use Cases

Triage incoming Slack tickets by reading the open conversation queue, updating priority and assignee, and posting an internal note with proposed next steps.
Generate weekly support reports by pulling Unthread analytics (ticket volume, response time, SLA breaches) and summarizing them for leadership.
Auto-draft a customer reply grounded in the Unthread knowledge base, then post it as a Slack-formatted comment on the conversation for an agent to review.
Route approval workflows by creating approval requests from a conversation (for example access provisioning) and updating the ticket once the approval is recorded.
Audit ticket configuration by listing custom fields and ticket types and reconciling them with internal documentation.

Example Prompts

"Show me all open Unthread conversations assigned to the IT team and sort them by priority."
"Summarize last week's Unthread analytics: ticket volume, average first response time, and SLA breaches."
"Find the conversation about 'VPN access' and post a comment with the top matching knowledge base article."
"Mark Unthread conversation 12345 as resolved and set the resolution reason field to 'Self-service'."
"Create an approval request on this conversation for granting Salesforce admin access to [email protected]."

Pros

Official, vendor-hosted MCP server, so there is no local process or container to maintain.
Supports both OAuth 2.0 with PKCE and service-account API keys, which covers individual users and headless agent deployments.
Real write capabilities (update conversation, comment, approval request), not just read access, enabling end-to-end agentic ticket workflows.
Knowledge base, analytics, and custom field tools allow grounded responses and reporting in a single connector.

Limitations

Useful only to teams already running Unthread as their helpdesk; not a generic Slack or Teams support tool.
Public docs list capability categories more than exact tool schemas, so exact parameter names may differ between client UIs.
Knowledge base access is read-only, so the server cannot author or edit help articles.

Alternatives

Zendesk MCP integrations for traditional ticketing workflows outside of Slack.
Intercom for messaging-first customer support, with community MCP servers available.
Linear MCP if the goal is internal issue tracking rather than customer support tickets.