Do customers have to change how they contact us?

No. Customers use the channel you already support. cxthread brings the conversation into Slack threads and keeps replies in the same customer thread.

Does it keep replies in one customer thread?

Yes. cxthread is built to keep replies grouped in the customer’s original conversation instead of starting new threads.

Can we use private channels?

Yes. You can create private inbox channels and invite only agents/admins. cxthread also enforces role-based controls even in public channels.

Who can reply or change status?

Only users you mark as agent/admin. Everyone else can read the channel (depending on Slack permissions) but actions are blocked.

How long does setup take?

Usually a few minutes: install the Slack app, choose a channel, and set your support address.

Add to Slack

Add

Support, inside Slack

Slack-first helpdesk.

Bring customer conversations into Slack threads your team can work fast: watch with , assign, change status, and reply with rich formatting + files—without switching tools.

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1 thread per customer

Replies that stay threaded

Watch, assign, and triage

No context switching.

The workflow

Support, the way Slack teams work.

Threads for context. Controls for triage. Replies that feel professional.

# support-inbox

cxthread · ticket threads + actions

cxthread

APP

Today at 12:19 PM

Needs reply

Billing portal outage

@unassigned2026-02-13

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How it works

Setup is quick. The workflow is familiar.

Install the Slack app, connect a channel, and work tickets in Slack threads. Customers keep using the channel they started with.

Step 1

Install + pick a channel

Add cxthread to your workspace, then choose the Slack channel where tickets should live.

Open inbox setup →

Step 2

Connect a customer channel

Messages become threads; replies go back to the customer on the same channel.

Step 3

Work the queue in Slack

Watch with 👀, assign, change status, and reply with formatting + attachments—without leaving Slack.

Features

Built for small teams that live in Slack.

Everything you need to keep support fast, calm, and in one place—without forcing customers into a portal.

Thread-native context

One customer conversation per Slack thread, with customer vs. team messages clearly labeled.

Customer messages → Slack threads

Turn inbound customer messages into real work: thread header, actions, and reliable delivery—not just pings.

Status & assignment

Update status and assignee directly from Slack so your queue stays current.

Slack Canvas ticket board (optional)

Keep an Open / Waiting / Closed overview in a channel tab, synced from your inbox.

Slack App Home dashboard

See assigned/unassigned work and refresh instantly from the Home tab.

Private or public inbox channels

Keep support private or run it in the open—controls still apply either way.

Fast replies

Reply from Slack with a modal, and cxthread delivers the response to the customer.

Customer support API

Create or reply to tickets programmatically per inbox—messages land in Slack threads for agents to handle.

No new inbox to monitor

Keep your team in Slack. Customers stay on their channel—cxthread bridges the gap cleanly.

Security & controls

Built for teams that take access seriously.

Slack permissions matter, but cxthread still enforces roles for every action.

Role-based controls

Only agents/admins can reply, assign, or change status.

Audit log

Track critical actions like replies and permission changes.

Slack request verification

Interactivity and events are signature-verified.

Threaded customer replies

Replies stay grouped in the customer’s original conversation instead of starting a new one.

FAQ

Questions, answered.

If you’re stuck, we’ll help you get it running.

Ready to run support from Slack?

Install cxthread, map your first inbox, and reply in minutes.

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