Thena

What is Thena?

Thena is a modern customer support platform specifically designed for B2B teams to manage customer communications across multiple channels including Slack, email, web chat, and Microsoft Teams. The platform transforms scattered customer conversations into organized, trackable tickets with intelligent routing capabilities. Built with extensive customization options through 150+ APIs and core concepts like Organization, Account, Contact, Ticket, Team, and Group, Thena provides a scalable infrastructure for growing businesses. The platform integrates seamlessly with existing business tools like Zendesk, Salesforce, HubSpot, Jira, and Linear to create a unified customer support ecosystem.

Key Features

• Multi-Channel Ticket Management

  Automatically converts customer messages from Slack, email, web chat, and MS Teams into organized, trackable tickets with centralized conversation history.

• Intelligent Routing & SLA Management

  Smart ticket assignment based on agent skills, availability, and workload with customizable SLA policies and priority-based routing rules.

• Workflow Automation

  Canvas-style workflow builder that automates repetitive tasks by combining human and automated actions for enhanced operational efficiency.

• Advanced Analytics & Insights

  Comprehensive performance tracking including response times, resolution rates, agent analytics, and customer satisfaction monitoring with real-time dashboards.

• Extensive Integration Ecosystem

  Seamless connectivity with 150+ APIs and popular business tools including CRM, project management, and existing support platforms.

Use Cases

• B2B Customer Support Teams : Support teams can efficiently manage customer inquiries across multiple channels while maintaining organized ticket tracking and team collaboration.
• Slack-First Organizations : Companies heavily using Slack can transform their customer communications into structured support processes without leaving their preferred workspace.
• Growing SaaS Companies : Scaling software companies can implement professional support operations with automated workflows and comprehensive analytics to handle increasing customer volume.
• Account Management Teams : Customer success and account management teams can track customer interactions, manage account-specific tasks, and maintain detailed customer relationship records.
• Technical Support Operations : Engineering and technical support teams can integrate with development tools like Jira and Linear to seamlessly escalate and track technical issues.

FAQs