Case Study: Spacelift improves support response and resolution times with Unthread

Spacelift Makes Cloud Configuration a Breeze

Spacelift, a leader in Infrastructure as Code (IaC) management, faced the challenge of scaling its renowned Slack-based customer support without sacrificing its fast, friendly, and personal service. As their customer base grew, the volume of support channels became overwhelming, threatening their ability to provide prompt and effective assistance to their clients.

To address this, Spacelift implemented Unthread to manage all customer conversations. Using Unthread's features like Assignment Rules and triage channels, they optimized their support workflow. This solution enabled Spacelift to achieve a 70% improvement in median time to first response and a 60% improvement in median time to resolve, all while their ticket volume increased by 118%.

Spacelift

Jean-Marc Fontaine

Head of Solutions Engineering and Support