Separate boards for each team.

Custom ticket statuses.

Routing and assignment rules.

Trigger auto-responses & CSAT.

Multi-personal

ticketing

Multi-personal

ticketing

Multi-personal

ticketing

Tickets

Tickets come in from Slack, MS Teams, email, web chat, forms, portals, and even AI-generated workflows. Everything arrives in one centralized view. Respond directly from Thena, and replies go back to the original source.

Team boards

Each team operates on its own board with connected sources, workflows, and responsibilities. Tickets move easily between boards. Customer support, onboarding, product, and more stay aligned without stepping on each other’s processes.

Groups & routing

Organize teams into groups and apply routing rules based on availability, workload, or custom logic. Every ticket is automatically assigned to the right people, with less manual overhead and faster resolution.

Groups & routing

Custom statuses

Create ticket statuses that match how your team works. You choose the names, the sequence, and how they behave. Every team defines its own process without depending on developers or rigid systems.

Forms & fields

Design forms using over 25 field types with advanced control over visibility, structure, and logic. Capture detailed customer data at scale, tailored exactly to how your team operates and reports.

“Thena has been invaluable in bringing everything together in one place.”

Rachael Thomas

Developer success engineer, Knock

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SLA

Build flexible SLA policies using any combination of triggers, timers, and pause conditions. Set rules that reflect your real-world workflows. Stay accountable without compromising agility or overcomplicating your process.

Auto-responder

Set up automatic responses for ticket creation, message updates, or team availability. Choose when and how to respond across Slack, email, or MS Teams. Keep customers informed at every stage.

CSAT

Deliver CSAT surveys through Slack and email with timing control, cool-off periods, and targeting options. Gather accurate, relevant feedback without overwhelming the customer experience or your operations team.

Powerful ticketing, built for modern teams.

Grouping

Bundle messages into single ticket by logic.

Related tickets

Link tickets that share context.

Working hours

Respect teams' real-time availability hours.

Notifications

Stay updated across every touchpoint.