PDQ acquires Unthread to expand IT support automation

Unthread brings conversational ticketing, AI-powered workflows, and self-learning knowledge management to PDQ’s portfolio, helping IT teams automate more work.

SALT LAKE CITY, UT, UNITED STATES, November 10, 2026 /EINPresswire.com/ -- PDQ, a provider of endpoint management and IT automation solutions, today announced it has acquired Unthread, an AI-powered self-learning helpdesk that learns how to solve issues instantly from Slack and Microsoft Teams. The acquisition adds conversational ticketing capabilities to PDQ’s portfolio, complementing its existing AI and automation tools and helping IT teams track and resolve support requests in the channels employees already use, including Slack, Microsoft Teams, and email.

For sysadmins, keeping devices patched, secure, and running smoothly is only part of the job. They're also managing a constant stream of employee questions, troubleshooting issues, and coordinating support requests across different tools and channels. Unthread helps simplify that work by turning everyday conversations into trackable support requests, using AI to answer common questions, automate workflows, and escalate issues that need human attention.

Based on previous customer surveys, PDQ estimates that 15% to 20% of its customers don't currently use a third-party helpdesk solution. Bringing Unthread into PDQ's portfolio creates an opportunity to address that gap, giving IT teams access to ticketing and support automation alongside their existing endpoint management tools.

“PDQ has always focused on making IT teams’ jobs easier,” said Dan Cook, CEO of PDQ. “That work includes both keeping devices healthy and helping people when something gets in their way. Unthread adds a practical way to manage those requests and automate more of the routine work behind them.”

Expanding IT automation with Unthread

For employees, Unthread makes it possible to ask for help in the same channels they use to work with colleagues. For IT teams, it turns those conversations into organized support requests with clear ownership and a record of what happened. Key capabilities include:

• Support where work already happens: Manage requests from Slack, Microsoft Teams, email, and support portals in one shared queue, giving IT teams visibility and ownership without requiring employees to change how they ask for help.
• Automate repetitive support requests: Use AI and connected company knowledge to answer common questions, resolve routine issues, and escalate more complex requests to the right people.
• Build workflows around how your team already works: Automate tasks such as collecting approvals, updating connected systems, and communicating outcomes to requesters, reducing manual steps and unnecessary back-and-forth.
• Turn resolved issues into reusable knowledge: Use previous support conversations to draft knowledge base articles, recommend documentation updates, and help teams resolve recurring issues more efficiently.

Unthread also serves HR, customer support, and revenue operations teams, allowing organizations to apply its ticketing and automation capabilities across departments.

“Support teams build up valuable knowledge every time they solve a problem,” said Tom Bachant, founder and CEO of Unthread. "Unthread's goal is to automate support with an AI that learns how you work. We're excited to join PDQ so we can scale this vision up to more teams, take on bigger challenges, and ultimately save even more time for our customers."

Frequently asked questions

What is Unthread?
Unthread is an AI-powered self-learning helpdesk that helps IT, HR, customer support, and revenue operations teams automate support requests across Slack, Microsoft Teams, email, and any other channel. It combines ticketing, AI, workflow automation, and knowledge management to solve requests before they ever reach a human.

What does Unthread add to PDQ?
Unthread adds helpdesk and support automation capabilities to PDQ’s product portfolio. These capabilities complement PDQ’s endpoint management tools by helping IT teams organize requests, answer common questions, and coordinate the work involved in supporting employees.

How does Unthread use AI?
Unthread uses connected knowledge and request context to answer questions, run workflows, and propose documentation updates. Requests that need human judgment or intervention can be escalated to a support team.

What changes for existing Unthread customers?
Nothing changes for Unthread customers and Unthread will continue to run as an independent product. It will now benefit from deeper integrations with PDQ for advanced device management capabilities.

Will Unthread be available within PDQ?
Unthread will continue to operate as a standalone product while also being natively integrated into the PDQ platform. The integration will bring conversational ticketing and endpoint management together, giving sysadmins and IT leaders a centralized place to manage devices and support requests. The first integration is expected in early 2027.

About PDQ

PDQ builds IT management tools that are simple, secure, and pretty damn quick. Trusted by system administrators, MSPs, and IT professionals worldwide, PDQ is an autonomous endpoint management solution for Windows and macOS devices, supporting patching, software deployment, and vulnerability management. Founded in 2001 and based in Salt Lake City, Utah, PDQ serves over 33,000 customers and has received G2 Leader and High Performer awards across Endpoint Management, Patch Management, and Remote Support. Learn more at pdq.com.

About Unthread

Unthread is an AI-powered self-learning helpdesk that automates support in Slack and Microsoft Teams. IT, HR, customer support, and revenue operations teams use Unthread to manage requests across chat, email, portals, and connected channels. The platform brings ticketing, agentic AI, workflow automation, knowledge management, analytics, and integrations together to help teams answer questions and resolve support requests. Learn more at unthread.io.

Meredith Kreisa
PDQ
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