[treis]

This is what I meant by my other post. It's been a minute since I've been in the CX space but when I was there all the cool kids were talking about seamless multi-channel support. The idea being that a customer could start a ticket by Tweeting, calling, web chat, app, e-mail, website form, or whatever. The CX rep has a unified view of all this communication and can respond on the customer's platform of choice.

So your image of Unthread => Other apps is the reverse of where the industry is going. You need the other direction where any number of channels get funneled into Unthread.