Definition
Helpdesk
Software that captures, routes, and resolves support requests from employees or customers. Unthread is one built natively inside Slack.
From the episode “AI Just Closed 40% of Your Tickets Without You”Hear it on the podcast1 episode
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Related terms in Growth, Sales & Marketing
gTLDGeneric top level domain. The .vet extension launched in 2014 through ICANN's new gTLD program and is open to anyone.GTM (Go to Market)The overall strategy for taking a product to customers.GTM EngineerA 2026 way of saying a technical, tool-stacking salesperson who builds repeatable revenue machines.GTN (Go-To-Network)The Swarm's category. Treating your collective network as a distinct go-to-market channel.Hero sectionThe first screen a visitor sees on a website.High Consideration B2CA category of consumer purchase that requires significant thought, research, and time before commitment — mortgages, insurance, real estate, and education. These industries are ideal for AI voice agent deployment.Highlight Reel ModelKevin's framework for differentiating listening modes: full episodes for favorites, AI DJ highlights for everything else — analogous to watching a sports match in full versus catching highlights for games you couldn't prioritize.ICP (Ideal Customer Profile)Ideal customer profile.