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Tines vs Unthread AI Helpdesk comparison

 

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Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Tines
Ranking in AI IT Support
11th
Average Rating
8.8
Reviews Sentiment
7.8
Number of Reviews
5
Ranking in other categories
Threat Intelligence Platforms (TIP) (9th), Security Orchestration Automation and Response (SOAR) (7th), AI-Powered Security Automation (1st)
Unthread AI Helpdesk
Ranking in AI IT Support
12th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
AI Customer Support (30th)
 

Featured Reviews

MI
Cyber Security Engineer at a tech vendor with 1,001-5,000 employees
Automation has transformed alert triage and now powers AI-driven security operations
There are three things that I would say could be better. The first is the Change Control UI. I have noticed that the UI for Change Control is a bit difficult to navigate and assess, but I know that Tines is working on that and so hopefully we will see results soon. The second thing is the action called Implode. The issue with the Implode action is that once we get a certain number of events into the Implode action, we lose context of all the events except the last one that came in, so it is a bit difficult to send data back once it goes through the Implode action. I have raised this up with Tines, but I do not know if they are working on this or not. The third thing is the capacity to debug. If my story is not attached to a case, it is a bit difficult to debug if I run into an error. I have to identify the exact event that caused the error and then start debugging from there, so that is not entirely user-friendly. These are the three downfalls that I have noticed with Tines.
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
8%
Construction Company
8%
Computer Software Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
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Questions from the Community

What needs improvement with Tines?
Reporting and dashboards could be more advanced for deeper analysis. Tines has its own dashboard, which displays information like how many stories have been created and how many automations have ta...
What is your primary use case for Tines?
I am Vikram Singh, I work for top service based multinational brand and I am responsible for delivering Tines services. Essentially, I am working on it, and I am leading one of the source services ...
What advice do you have for others considering Tines?
When you start working with Tines, ensure you pursue the Tines certifications. They offer these free certifications when they become your partner. Overall, I would rate Tines a nine out of ten.
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Overview

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Find out what your peers are saying about BMC, Okta, Freshworks and others in AI IT Support. Updated: April 2026.
886,077 professionals have used our research since 2012.