Unthread MCP Server
for AI Agents

Create a new account (a company or organization record) that groups related customers and support activity in Unthread.

Retrieve the full details of a single account by its unique ID.

List accounts in the workspace with optional filtering, sorting, field selection, and cursor-based pagination.

Update the details of an existing account, such as its name, primary support assignee type, or support workflow steps.

Permanently delete an account by its ID.

Create an approval request on a conversation, optionally assigning it to a specific user or group for sign-off.

List all approval requests attached to a specific conversation.

Create a new conversation (support ticket) in Unthread, optionally linking it to a customer, assignee, and ticket type. Use this to open a new support case programmatically.

Retrieve the full record of a single conversation by its ID, including its status, priority, assignee, and metadata. Use this after listing conversations to inspect one in detail.

List conversations (support tickets) with optional filtering, sorting, field selection, and cursor pagination. Use this to search or browse tickets by status, customer, priority, or other fields.

Update an existing conversation's status, priority, assignee, ticket-type field values, or metadata. Use this to progress a ticket, reassign it, or change its priority.

Add a reply message or internal private note to a conversation. Use this to respond to a customer or leave an agent-only note on a ticket.

List the messages in a conversation thread, with optional filtering, sorting, field selection, and cursor pagination. Use this to read the full reply history of a ticket.

Add a follower (a user or group) to a conversation so they receive updates on the ticket. Use this to loop additional people into a support case.

Remove a follower from a conversation so they stop receiving updates on the ticket. Use this to reverse add_conversation_follower.

Create a new customer (the company or end-user account you support) with an optional Slack channel link, email domains, and tags.

Retrieve the full record for a single customer by its unique ID.

List customers with optional filtering, sorting, field selection, and automatic cursor pagination.

Update an existing customer's details, such as its display name, autoresponder, support workflow steps, or bot handling settings.

Permanently delete a customer by its unique ID.

Create a new knowledge base article with a title and body content.

Retrieve a single knowledge base article by its ID.

List knowledge base articles with optional filtering, sorting, field selection, and cursor pagination.

Update the title, content, status, or scope of an existing knowledge base article.

Permanently delete a knowledge base article by its ID.

Create a proactive outbound message to send to customers, either immediately, as a draft, or scheduled for a future time.

Retrieve the full details of a single outbound message by its ID, including content, recipients, status, and schedule.

List all outbound messages in the workspace, including drafts, scheduled, and sent messages.

Update the content, recipients, or status of an existing outbound message, typically one still in draft or scheduled.

Create a service-level agreement (SLA) policy with one or more target metrics.

Retrieve a single SLA policy by its ID.

Update the name, status, or metrics of an existing SLA policy.

Permanently delete an SLA policy by its ID.

Create a new tag that can later be applied to customers and conversations for labeling and filtering.

Retrieve the full details of a single tag by its unique ID.

List tags in the workspace with optional filtering, sorting, field selection, and cursor-based pagination.

Rename an existing tag identified by its ID.

Permanently delete a tag by its ID, removing it from all customers and conversations it was applied to.

Create a new ticket type whose custom fields define the intake form applied to conversations of that type.

Retrieve the full record for a single ticket type by its unique ID.

List ticket types with optional filtering, sorting, field selection, and automatic cursor pagination.

Update an existing ticket type's name, description, or the custom fields that make up its conversation form.

Permanently delete a ticket type by its unique ID.

List user groups with optional filtering, sorting, field selection, and cursor pagination.

Retrieve the full details of a single user group by its ID, including its description and membership filters.

Update an existing user group's description or membership filters.

List workspace users with optional filtering, sorting, field selection, and cursor pagination; can optionally include external users.

Retrieve the full profile of a single user by its ID.

Update the profile of an existing user, such as their display name, title, pronouns, photo, or custom attributes.